NF Stopped Working...Doesn't Even Recognize My Child is Online

Today is 6/25/2013. Norton Family 2.8.0.5 running on Windows 8 Pro has completely stopped working. The last day Norton Family was working was 6/23/2013. Starting 6/24/2013, Norton Family does not even recognize that my son is online. Websites are not being blocked on any desktop web browser (IE, Chrome, Firefox), and time limits are not being enforced.

 

As you can see from the attachments, web blocking and time limits are correctly set. The third attachment shows that Norton Family has recorded my son's profile.

 

Norton Family 2.8.0.5 is installed on my son's user account.

 

 

Norton Family has already been re-installed three times.

 

If there is a solution for this problem, or if there are specific steps I can take to diagnose this problem, please describe them here by replying to this thread. No private messages.

Today is 6/25/2013. Norton Family 2.8.0.5 running on Windows 8 Pro has completely stopped working. The last day Norton Family was working was 6/23/2013. Starting 6/24/2013, Norton Family does not even recognize that my son is online. Websites are not being blocked on any desktop web browser (IE, Chrome, Firefox), and time limits are not being enforced.

 

As you can see from the attachments, web blocking and time limits are correctly set. The third attachment shows that Norton Family has recorded my son's profile.

 

Norton Family 2.8.0.5 is installed on my son's user account.

 

 

Norton Family has already been re-installed three times.

 

If there is a solution for this problem, or if there are specific steps I can take to diagnose this problem, please describe them here by replying to this thread. No private messages.

No 'paw' icon in the tray. However, the client is still installed in C:\Program Files (86)\Norton Family.

If there is no paw, how do you know you are on Norton Family 2.8.0.5? Maybe it was on 2.8.05 and dispeared later?

 

 

Thanks,

Katie

Because the software is still installed, as I explained above, and the sub-folders are called 2.8.0.5. See the attachment.

Bulldoggy,

 

After you finish uninstalling/reinstalling Norton Family, can you please stop doing it again today to see what happens?

 

 

Thanks,

Katie

What does "...please stop doing it again today..." mean?

Bulldoggy,

 

From your previous post in the thread, you mentioned you have uninstalled/reinstalled Norton Family three times.  I was asking to stop uninstalling/reinstalling Norton Family again today please.

 

After you finished reinstalling NF last time, do you see the Norton Family icon "paw" yet?

 

Thanks,

Katie

What I meant was that Norton Family has been uninstalled and reinstalled three times in the past...I have not uninstalled/reinstalled today at all.

 

The point being: Uninstalling and reinstalling is not a solution, because the problems keep coming back. There needs to be a solution, a work-around, or a series of diagnostic steps to take. Uninstalling/reinstalling clearly does not work. If there is nothing else to do aside from uninstalling and reinstalling, that tells me everyuthing I need to know about Norton Family.

Bulldoggy,

 

Are you still experiencing the issue?

 

Can you please check again to see what version of Norton Family is installed on the PC after a reboot?

 

 

Thanks,

Katie

Installed version has not changed - still 2.8.0.5.

Bulldoggy,

 

Does the Norton Family 2.8.0.5 recognize your child is online?  Does it block the blocked websites?

 

 

Thanks,

Katie

I re-installed it, so of course it recognizes my child...for now. That makes four re-installs since I started using Norton Family, or five re-installs if you include downgrading from Norton Family Premier to Norton Family.

 

This proves what I have long suspected:

 

1. The only thing you can do when Norton Family fails to work is to reinstall it. Likewise, when you contact Norton Family technical support, the only thing they will do is ask to remote in to your computer and reinstall Norton Family.

 

To resolve any doubts about this, review the replies to questions posted to this forum, then start a chat session with Norton Family technical support.

 

2. There is no protocol for diagnosing problems with Norton Family in order to understand why it fails to work; or, if there is a protocol for diagnosing problems, nobody from Norton Family technical support will try it. Instead, the only thing they will say is to re-install Norton Family.

 

3. A review of questions posted to this forum shows a consistent approach to solving problems with Norton Family:

a) Make sure Norton Family is installed (for those of us who didn't realize that you're supposed to install it.)

b) Make sure the most recent version of Norton Family is installed.

c) Question: Do you see the 'paw' icon the system tray?

d) Re-install Norton Family.

 

True, it's free software. However, in my own experience, paying for Premier doesn't add anything to the support experience.