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Issue abstract: Norton Family Install Error
Detailed description: I have been trying to install Norton Family. Each time I try to install I get an error. Originally, about a month ago, I was getting the error code 44001. Now when I try I get the error codes 51230 and 404. Looking at the icarus log file it seems that Norton Family is not able to find this file on the Norton server. “https:/branding.norton.com/PROD/25.7/16/1364/21473391/policy.def”
If you change the 25.7 to either 25.5 or 25.6 then something is found. Otherwise it comes back with the 404 file not found error.
I have turned off firewalls and it still can not connect.
I am trying to install this program on Windows 11.
Any help to get this program installed would be appreciated.
Product & version number:
OS details:
What is the error message you are seeing?
If you have any supporting screenshots, please add them:
@user7987 Here is what was returned within a web browser using the below URL you posted. I’m not sure what you are referring to with these results. A 404 error in a browser indicates the file(s) being requested are not being found on the server being connected to. Have you reached out to support to find out directly from them what the server issues are?
https:/branding.norton.com/PROD/25.7/16/1364/21473391/policy.def”
SA
What geographic region are you in?
SA
Thanks SoulAsylum,
That link was from the log file that gave the 44001 error. It looks like that link works now. Unfortunately, when I go to install the program now I get a 51230 and 404 error. Here is what the log says. The new branding file it is trying to find now has 25.8 in it and when I try the link it says file not found in my browser. I’m in the US east coast region.
In the link below, I deleted one of the / after https: so I could post.
Exception: Cannot get files during the initialization phase due to download error.
Code: 0x0000c81e (51230)
Exception: Unable to download branding file.
Code: 0x0000001e (30)
Exception: WinHttp: request to ‘https:/branding.norton.com/PROD/25.8/16/1364/21473391/policy.def’ was finished, code 0, status 404. The operation completed successfully.
Code: 0x00000000 (0)
[2025-08-25 14:25:46.119] [fatal ] [entry ] [ 2240:25560] [A28370: 501] *** Exiting with code:‘51230’, code2:‘404’, msg:‘Cannot get files during the initialization phase due to download error.’.
@Suyambu Any reflection your team can give for this issue? Much appreciated.
SA
Hi user7987
Sorry for the inconvinience, there was an issue in the backend and it is resolved now.
Could you please check again and confirm.
Thanks
Norton Family Team
1 Like
Thank you Suyambu and SoulAsylum, that seems to have fixed the problem. The program seems to have installed normally now.
Thanks again for your help!
You’re very welcome. Thanks out to @Suyambu for their assistance as well.
SA
