I am NOT able to login to family.norton.com since morning..I tried on mac, windows, iphone, getting following erro
Server Error
At or around 3am EST time our backend service problems were resolved. As i had stated in a different thread, although the backend service was unavailable for some time, the Norton Family product continued to protect your children. The logs were sent and stored on the backend system. We apologize for the inconvenience we may have caused you and your family.
Matt Boucher
Sr. Director of Engineering
Cloud Services / Norton Family
Symantec Corporation
www.symantec.com
-----------------------------------------------------
Office: 781-530-2368
Mobile: 603-566-5848
Email: matt_boucher@symantec.com
Still having issues here. I cant see more recent txt messages from yesterday nor ones sent today. I would like a detailed explanation of this issue so i at least know what sort of it infrastructure I'm paying for. Outages like this are not tolerated in our environment unlike Azure....
Someone needs to update https://status.norton.com/ too!!!! Its never shown down.
Mine started working/activated around 12 hours ago, so I do not need help on this anymore.
Cheers
Same error as everyone else plus the following detail:
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
I can not log into my Norton Family service. Name and password are correct, but logging always ends with a message: "Server error, canceled due to your protection, your data is safe, the error has been reported and will be verified." Please for help or advice. Thank you.
Hi, Is this thread stale? I have not received a response to my 3 day old post.
Thank you
Problem seems to be resolved now when I logged on at 10:45 ET (6/15/17). Go here for more (abbreviated) info on what the problem was (Norton server outage) from a Symantec rep: https://community.norton.com/en/forums/server-outage-affecting-norton-family. Unfortunately Symantec did not originate any notification or posting in its own right in the "Urgent Customer Issues" or "Announcements" sections -- or ANYWHERE, Symantec staff only belatedly responded in just some instances to the issue being raised by users. I can see now in the forum there is a pattern of Symantec not being forthcoming in cases of previous outages, going back years (during an apparent week-long outage in 2012, for example). The outages themselves (their duration) are ridiculous, and Symantec's obfuscating behavior is an integrity issue on top of that.
I have the same problem. Please help!
Windows 10 (upgrade from Windows 7)
Having the same issue here. Please advise.
Thanks,
Dave
Hi
Same problem on newly set up W7 machine.
Thanks
Simlar problem for me. I chatted with support (5:45p ET). From the transcript:
Initial Question/Comment: Unable to access the Norton Family controls. Able to log on on all devices, but in every case cannot access the house rules settings and get the red warning box "Error retrieving policy settings" This is urgent - my kids cannot access their homework * * *
ErvinClyde: May I know when did the error start to happen? Me: For me when I started trying to access it within the last 45 minutes. Also late last night (~1:00 AM ET) the NF client was not able to access the Norton server. ErvinClyde: I see. It seems like we're having a server maintenance when it comes to our online server that is why you may experience intermittent issue just like this one. The server maintenance may actually complete within 24-48 hours so can you try to access the vault again after 24 hours? ErvinClyde: I meant, account server issue.
Me: You are saying two different things that are inconsistent and make it seem that you may not have specific accurate information. First you say maintenance over 24-48 hours, then you say "server issue" which would normally not have such a predictable and lengthy down time. Also trying back "after 24 hours" is not acceptable to a reasonable user. I'm a NF Premium (paying) customer that relies on this.
ErvinClyde: Server maintenance and the server issue is just the same thing. There is no need to be confused within the two. When I said there's a server maintenance, it has something to do with the online server in which if you're going to access or configure something from the website, an error may occur,
Me: I am not confused. You are using poor wording that is not specific enough to understand. There's a difference between maintenance (scheduled) and issues that require troubleshooting and a fix. If it is the latter, then you are not giving accurate and useful info by your flat statement of "24-48" and try back "after 24." Please escalate me to a supervisor, so I can get more specific information. Thank you.
ErvinClyde: I understand XXXX. I am here and trying to document the case. Sure, I can do that for you. ErvinClyde: By the way, may I ask first if you have tried another browser in configuring the website? Me: I have tried on several devices and browsers over three entirely separate, different networks. Undoubtedly it is an issue on the server side as you have said. But I knew that going into this chat. Please escalate me, thanks. * * * [You are being transferred to another queue. Please stand by...]
MichaelJohn: I can see here that you are having issues with Norton Family. MichaelJohn: There is actually an ongoing issue with the Norton Family product and Symantec is already aware of it. This is due to a system update that has affected our server and our Engineering team is working on an immediate fix for it. What we can do is to wait for 34-48 hours until the issue is fixed and try again.
Me: This is more helpful than what the person above provided. My biggest concern was whether it was a known issue. Any better estimate on restoration than "wait for 34-48 hours?" Also this differs from the number (24-48) that the person above gave. What is the real estimate (34-48 hours of down time would be a catastrophe for a service like this, and for anyone in the server business)?
MichaelJohn: There are times that the issue can be fixed within 24 hours, XXXX. This is why we are providing a 48 hour window just to set expectations of Norton Subscribers. MichaelJohn: Anyway, if you are still getting the same issue after 24 hours, you can contact us back anytime of the day to request an update on the case. MichaelJohn: Just provide your case number for immediate assistance.
Me: I appreciate the info. Is that what your management thinks is a reasonable expectation for us in terms of reliability? Maybe they are not taking this product seriously. It will make the customers wonder if they should be relying on NF (and Norton) at all, versus other providers. I want you guys to do well. I have experienced anecdotally some availability issues with NF in the past. It's starting to look like a clown bus.
MichaelJohn: I understand where you're coming from. I will take note of that feedback and rest assured our Engineering team are working on it.
I am having the same issue since 1:30pst
-CD
More detail from chatting with support (5:45p ET), from the transcript:
Initial Question/Comment: Unable to access the Norton Family controls. Able to log on on all devices, but in every case cannot access the house rules settings and get the red warning box "Error retrieving policy settings" This is urgent - my kids cannot access their h * * *
ErvinClyde: May I know when did the error start to happen? Me: For me when I started trying to access it within the last 45 minutes. Also late last night (~1:00 AM ET) the NF client was not able to access the Norton server. ErvinClyde: I see. It seems like we're having a server maintenance when it comes to our online server that is why you may experience intermittent issue just like this one. The server maintenance may actually complete within 24-48 hours so can you try to access the vault again after 24 hours? ErvinClyde: I meant, account server issue.
Me: You are saying two different things that are inconsistent and make it seem that you may not have specific accurate information. First you say maintenance over 24-48 hours, then you say "server issue" which would normally not have such a predictable and lengthy down time. Also trying back "after 24 hours" is not acceptable to a reasonable user. I'm a NF Premium (paying) customer that relies on this.
ErvinClyde: Server maintenance and the server issue is just the same thing. There is no need to be confused within the two. When I said there's a server maintenance, it has something to do with the online server in which if you're going to access or configure something from the website, an error may occur,
Me: I am not confused. You are using poor wording that is not specific enough to understand. There's a difference between maintenance (scheduled) and issues that require troubleshooting and a fix. If it is the latter, then you are not giving accurate and useful info by your flat statement of "24-48" and try back "after 24." Please escalate me to a supervisor, so I can get more specific information. Thank you.
ErvinClyde: I understand XXXX. I am here and trying to document the case. Sure, I can do that for you. ErvinClyde: By the way, may I ask first if you have tried another browser in configuring the website? Me: I have tried on several devices and browsers over three entirely separate, different networks. Undoubtedly it is an issue on the server side as you have said. But I knew that going into this chat. Please escalate me, thanks. * * * [You are being transferred to another queue. Please stand by...]
MichaelJohn: I can see here that you are having issues with Norton Family. MichaelJohn: There is actually an ongoing issue with the Norton Family product and Symantec is already aware of it. This is due to a system update that has affected our server and our Engineering team is working on an immediate fix for it. What we can do is to wait for 34-48 hours until the issue is fixed and try again.
Me: This is more helpful than what the person above provided. My biggest concern was whether it was a known issue. Any better estimate on restoration than "wait for 34-48 hours?" Also this differs from the number (24-48) that the person above gave. What is the real estimate (34-48 hours of down time would be a catastrophe for a service like this, and for anyone in the server business)?
MichaelJohn: There are times that the issue can be fixed within 24 hours, XXXX. This is why we are providing a 48 hour window just to set expectations of Norton Subscribers. MichaelJohn: Anyway, if you are still getting the same issue after 24 hours, you can contact us back anytime of the day to request an update on the case. MichaelJohn: Just provide your case number for immediate assistance.
Me: I appreciate the info. Is that what your management thinks is a reasonable expectation for us in terms of reliability? Maybe they are not taking this product seriously. It will make the customers wonder if they should be relying on NF (and Norton) at all, versus other providers. I want you guys to do well. I have experienced anecdotally some availability issues with NF in the past. It's starting to look like a clown bus.
MichaelJohn: I understand where you're coming from. I will take note of that feedback and rest assured our Engineering team are working on it.
We are currently having some issues with our backend infrastructure with respect to load and response times. We have many people looking and trying to resolve the issue as fast as possible. In the meantime, your child's protection is still working and logs are still being received on our backend systems. We apologize for the inconvenience.
As of this moment I don't have an ETA of when all the services will be restored to normal capacity.
Same problem, please help ASAP.
Hi
I have the same problem. Please help.
thank you