Issue abstract: I am unable to associate child’s laptop with Norton Family.
Detailed description: I am unable to associate child’s laptop with Norton Family, Error 404 is showing up every time while associating child’s device. Everything was working fine before. I was able to monitor my child’s device before, but not now. Please help!
Product & version number: Norton Family
OS details: Windows 11
What is the error message you are seeing? Error 404
If you have any supporting screenshots, please add them:
Click on the respective child name and click on “View Profile”
Choose the device which is assigned to the child and click on “Delete” (if you see a popup, please select “Delete the device from this family account” and click “Remove”)
Restart the child device where Norton Family is installed.
Now, setup the child device by providing the parent username and password and complete the onboarding steps.
Once onboarding is complete you should see the Norton Family trayIcon running.
Right click on Norton Family “TrayIcon” and click on “Update House Rules”.
Please try the above steps and let us know if it resolve the issue that you are facing.
Thanks for the guidance you provided to user7278. I’ve been facing a similar issue for the past three weeks, but unfortunately the suggested steps haven’t resolved it for me.
My situation:
After updating the license key for Norton 360, I can no longer complete the Norton Family setup on my child’s Windows 11 PC.
I’ve tried reinstalling Norton Family, removing and re-adding the device via the portal, and restarting the PC — but I still get the error: “Norton Family is unable to proceed. Please try again later.” Occasionally, I also receive Error 401.
Internet connection is stable, so that’s not the issue.
Additional complications:
During setup, I’m asked to log in multiple times, and each time a verification code is sent — even when I select “Trust this device.”
After several successful logins, I’m locked out and asked to wait 24 hours, which makes it impossible to troubleshoot effectively.
I’ve contacted Norton Chat support three times, but unfortunately the assistance was minimal — remote sessions were disconnected without any resolution or follow-up.
Could you please advise if there’s a deeper issue with the onboarding process or account verification? I’d really appreciate more detailed troubleshooting steps or escalation options.
We would like to schedule a remote session to investigate this issue. We have sent you more details via a private message, please reply there so we can analyze the issue further and work towards a resolution.
What I would really like is someone to reach out, not to tell me how to use a phone / chat but actually resolve my issue that obviously is effecting a number of users over the past three months.
Maybe do some analysis on the issue, release a patch or run a back end data job that resolves the issue for all people rather than DM’ing a hack.
Having said that I’ll take the hack as my son can’t use his new Win 11 PC at the moment without us sitting with him.
We would like to schedule a remote session to investigate this issue. We have sent you more details via private message. Please respond to the message, we shall analyze further.
This issue has now been addressed in the Norton Family product version 25.10.x. Could you please try setting up product again, please uninstall and reinstall Norton Family, then go through the setup process to onboard the product.
