(Correct) credentials not accepted when attempting to extend time

My daughter's account ran out of time just now - when this happens I usually log in to the popup window that appears to extend her time.

 

Suddenly today I cannot do this because the popup window keeps reporting that either my email or password is incorrect after I enter my credentials.  This error message is obviously incorrect because:  1) these are the same credentials I've always used for NSM, they've always worked for this purpose in the past, 2) I've not changed them, and 3) if I go to the Online Family site, I can successfully log in with these same credentials.

 

We tried rebooting her PC to remedy this and it still happens.

 

Her PC is running 64-bit Windows 7 with SP1 installed, Athlon II X2 240 CPU, 3 GB memory.

 

 

 

Hi Klandingham,

 

Can you please uninstall Norton Safety Minder, then reinstall Norton Safety Minder on the PC to see if it helps?

 

Since all the settings are saved on the Norton Online Family severs, you don't need to re-configure the settings.

 

If the credentials are not accepted when trying to uninstall Norton Safety Minder, please remove your network cable first, then uninstall NSM.  For details, please check out the link below.

 

http://community.norton.com/t5/Norton-Online-Family/Cannot-Uninstall-Saftey-Minder/m-p/123630/highlight/true#M1155

 

 

Thanks,

Katie