Norton Family not blocking any websites — "UI Failed to load / …”

Norton Family | Parental Control
1

Hi dear members of the community,

Issue abstract:

Websites from custom blocked web categories are not being enforced/blocked in any browser in my kid’s computer. This renders Norton Family unusable. :frowning:

When I try to “View My House Rules” option in the Norton Family’s icon tray, I get only a window reporting that the "UI Failed to load / …” (pls. see 1st screenshot below).

Detailed description:

Upon various re-installations of Norton Family in my kid’s computer (including of Norton 360 completely as well), and even recently by Norton’s long remote desktop support itself (case number ?95642946), the custom blocked web categories (19/41 categories blocked) in the Norton Family portal (Parental Controls) continue not to be enforced/blocked in any browser (Firefox, Chrome or Brave, with our without the Norton Family extension installed) of my kid’s computer.

However, the custom time controls work correctly.

I have disabled meanwhile the 2FA (with Authenticator) but the issue continues.

Additionally, an apparently odd behavior of the Authentication process as following:

In Norton 360 application, my name and email address associated with the active subscription are always visible on top left. However, on Norton Family application when I open “Edit Accounts” (option in the icon tray) it always asks for new authentication, in spite that I have enabled the option to memorize the username.

Also, the language in Norton 360 and in Norton Family icon tray is English. But the subsequent window of the “Edit Accounts” for the authentication of Norton Family is being delivered in Portuguese language (pls. see 2nd screenshot below), which is not the defined “Windows display language”, it is English (US). Portuguese is the language defined in the computer for regional settings and keyboard.

Product & version number:

Norton Family Version: 25.10.10528
UI Version: 1.0.129

OS details:

OS Edition: Windows 11 Home
Version: 25H2
Installed on ‎04/‎07/‎2025
OS build 26200.6899
Experience Windows Feature Experience Pack 1000.26100.253.0

Windows display language: English (United States)
Preferred languages: English (top), Portuguese (below)
Country or region: Portugal
Regional format: Portuguese (Portugal)

What is the error message you are seeing?

Websites from Blocked categories in Norton Family portal (Parental Controls) are not being blocked in any browser: no error provided in the browser(s).

Only error in Norton Family’s icon tray, option “View My House Rules”: “UI Failed to load / …” (1st screenshot below).

If you have any supporting screenshots, please add them:

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image1003×667 11.1 KB

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image1000×665 54.8 KB

[Norton Family authentication window in Portuguese language :man_shrugging:]

Could you provide some guidance, please?

Thank you in advance for your attention. Regards.

2

Hi Albicastrum

Sorry for the inconvinience caused. Please find the response below for your queries on Norton Family.

  1. Websites from custom blocked web categories are not blocked - The latest Norton Family doesn’t require browser extensions, please try clearing the browser cache, close & relaunch the browser and check again.
  2. Norton Family application when I open “Edit Accounts” (option in the icon tray) it always asks for new authentication - this is by design, since Norton Family application is installed on the child machine and it requires authentication to be entered everytime to avoid any tampering.
  3. “View My House Rules”: “UI Failed to load - could you please try “Update House Rules“ (Norton Family tray icon) and restart the device once to recheck on the same.
  4. Authentication of Norton Family is being delivered in Portuguese language - can you please reset the keyboard language to English and check the behavior and confirm.

Thanks
Norton Family Team.