Norton family doesnt connect kids computer to adult supervision app

[Riannestob83]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: I installed Norton family on my kids Asus A15 Gamer, and the supervision app on my phone recognizes the computer, but does not register any activity. Every time my kid logs on to his computer, with his registered windows account, norton family indicates that the last step of connecting is missing. That the notebook is not associated to the adult supervision. I have already deinstalled everthing various times and it does not help. Crome had the extensions installed, but that doesnt help either.

Detailed description:

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[bjm]

@Riannestob83

I installed Norton family on my kids Asus A15 Gamer, and the supervision app on my phone recognizes the computer, but does not register any activity. Every time my kid logs on to his computer, with his registered windows account, Norton family indicates that the last step of connecting is missing. That the notebook is not associated to the adult supervision. I have already deinstalled everything various times and it does not help. Chrome had the extensions installed, but that doesn’t help either.

Se requiere configuraciön
Norton Family estå instalado en este dispositivo, pero aün no se ha
asociado con tu hijo o hija. Haz clic en Continuar para asociar este
dispositivo con tu hijo o hija y comenzar a supervisar la actividad en
linea.

Setup required
Norton Family is installed on this device but has not yet been
associated with your child. Click Continue to associate this
device with your child and start monitoring online activity.

Hello @Riannestob83

The missing step linking your adult supervision to your child’s account usually happens because Norton Family hasn’t been explicitly mapped to that specific Windows User Profile on the laptop. Even if the software is installed on the computer globally, Norton requires a manual link step inside your child’s actual Windows session to bridge the local account to the cloud profile.

Because your kid is playing on an Asus TUF/ROG A15 Gaming Laptop, pre-installed brand software or native Windows account blocks can also frequently interrupt this connection.

Step 1: Assign the Windows Profile (The Missing Link)
Norton Family monitors by linking a specific Windows user account to a specific Norton child profile.

1. Sit at the Asus laptop and log completely into your child’s Windows account.
2. Look at the Windows system tray (bottom-right corner, near the clock, you may need to click the ^ arrow). Look for the Norton Family icon (a green paw print or Norton logo).
3. Right-click the icon and select Edit Accounts or Parent Login.
4. Type your parent email and password.
5. You will see a list of your children’s profiles created in your app. Check the box next to your child’s name to explicitly link this specific Windows login to their Norton profile. Click Save or Finish.

Step 2: Demote the Child’s Windows Account
If your child’s Windows user account is set to “Administrator,” Norton Family cannot lock down system files, and the background synchronization service will fail or be blocked by Windows.

1. Log into the laptop using your Parent/Administrator Windows account.
2. Go to Settings > Accounts > Family & other users (or Other users).
3. Click your child’s account name and select Change account type.
4. Change it from Administrator to Standard User and click OK.

Step 3: Configure Asus Armoury Crate & GameFirst
Asus A15 gaming laptops ship with optimization software called Asus Armoury Crate and GameFirst / ROG GameFirst. These programs aggressively block background network traffic to prevent lag while gaming. They often mistake parental control synchronization tools for malware or network hogs and block them.

1. Open the Armoury Crate app or search for GameFirst in the Windows Start Menu.
2. Look for network optimization, “Network Booster,” or firewall settings.
3. Turn off network optimization entirely, or locate the Norton Family service (NFService.exe) in the application list and change its priority to Ignore / Allow.

Step 4: Clean Conflict Programs
If you have any other protection software active, Norton will gracefully fail to monitor.

1. Check Settings > Apps > Installed Apps for duplicate parental tools.
2. Microsoft Family Safety can conflict if active. If you intend to use Norton, go to the Microsoft Family Safety Website and remove the laptop from your Microsoft family group so the two apps don’t fight over permissions.
3. If the Asus laptop came with a trial of McAfee or another antivirus, use their official cleanup tool to wipe it completely, as built-in firewalls will kill the Norton tracker.

Once you have verified the account is a Standard User and explicitly mapped the profile from the system tray icon, restart the computer. Have your child log back in and check your phone app after 5 minutes of web browsing.

@Riannestob83

Hello @Riannestob83

The image confirms that you are stuck on the very final step: Asociar dispositivo (Associate Device). The software is installed, but it is waiting for your permission from inside that specific Windows session to bridge the computer to your child’s cloud profile.

To complete this final step and get the app working, follow these steps while logged into your child’s Windows account:

1. Click “Continuar” (Continue)

• Click the yellow Continuar button in the bottom right corner of the window shown in your image.
• This should open a prompt asking for your Parent Email and Password to verify you have administrative rights to make this link.

2. Map the Device to Your Child

• Once you sign in, a list of the children’s profiles you created on your phone app will appear.
• Select your child’s name from the list.
• If prompted, select the specific Windows User Account they are currently logged into to link the two together.

3. What to do if “Continuar” fails or doesn’t respond
   If clicking the button does nothing, closes the window, or spins indefinitely, it means a background process is blocking the connection. Try this exact sequence:

4. Temporarily Disable Game Network Boosters: Open Asus Armoury Crate or GameFirst on the laptop and temporarily turn off any network or gaming optimization features. These tools often block the secure background connection Norton needs to communicate with its servers during setup.

5. Run as Administrator: Close the window. Find the Norton Family icon on the desktop or in the Start menu, right-click it, and select Run as administrator. Try clicking Continuar again.

6. Use the System Tray: If the window closes completely, look for the small green paw-print icon in the bottom-right corner of the Windows taskbar (near the clock). Right-click it, select Parent Login or Edit Accounts, and complete the linking step from there.

Once this final step is successfully linked, the warning indicator in the image will turn into a green checkmark, and your phone app will immediately begin registering activity.

If you click Continuar and an error message pops up, what specific error message or code does it show?

• FAQ: Norton Family
• Norton Family Support Home
• Get started with Norton Family
• Prepare your Android device for parental supervision using Norton Family
• Create a new Windows user account for your child to monitor using Norton Family

@Riannestob83

Chrome had the extensions installed, but that doesn’t help either.

Hello @Riannestob83

According to the Norton Family Support Guide, starting with Norton Family version 25.x, core monitoring features like Web, Search, Video Supervision, and School Time operate directly at the system level. They do not require extensions to be installed or enabled in Google Chrome, Microsoft Edge, or Firefox anymore.

However, the fact that you still see Chrome extensions mentioned or installed points directly to why your setup is currently failing:

1. You may have downloaded an outdated installer
   If the setup wizard you are seeing (from your previous image) is actively checking for or installing browser extensions, you are likely running an older version of the desktop software (v24 or lower). Older versions rely heavily on those browser extensions to pass data to the cloud. If your child’s browser profile blocks or mismatches the extension, the “Asociar dispositivo” (Associate Device) link will break completely.

2. Browser Cache is creating a mismatch loop
   If you recently updated Norton Family over an old installation, remnants of the old extension system can conflict with the new extensionless architecture. Norton explicitly states that after moving away from extensions, you must clear all browser cache on the machine so the new system can properly inject web ratings and monitor traffic.

How to fix it based on this change:

1. Wipe the old software: Go to Windows Settings > Apps, and uninstall the current Norton Family application entirely.
2. Delete Chrome Extensions: Open Google Chrome on your kid’s profile, go to chrome://extensions/, and completely Remove the Norton Family extension.
3. Download Fresh from the Dashboard: Go directly to the Norton Family Portal on the laptop, log into your parent account, and download a completely fresh, updated installer stub (ensuring you get v25+).
4. Run the New Setup: Install it. The new extensionless setup will bypass browser checks entirely, allowing you to click that yellow Continuar button and lock down the Windows User link seamlessly without Chrome getting in the way.

• Browser based functionality in Norton Family
• Norton Family extension is disabled or removed from the supported browser

AI sourced content may make mistakes
Caveat: I do not run Norton Family

[bjm]

Hello @Riannestob83
Care to share your progress

[bjm]

Hello @Riannestob83
Care to share your progress