Norton Online Family client kills internet access on children's machine

Archive
1

Norton online family appeared to be running smoothly until a forced upgrade to the client (children's machine) forced us to a grinding halt...  I was able to reboot and uninstall Norton family on their machine and now all internet access is back solid as it was before.  I downloaded and re-installed Norton family on their machine once again (this morning) and the internet access completely is frozen so the authorization doesn't complete complaining that Norton famly can't access the server.  Sure it can't because Norton famly has killed all internet activity.....so around and around we go....

 

I currently have Norton family un-installed so they are able to use the computer but I would like this revision resolved or perhaps a link to the previous version as all was well a few weeks ago.

 

 

Thanks....

 

 

 

2

Hi betarelease,

 

What security product(s) and versions do you have on the PC?

 

 

Thanks,

Katie

3

Had the exact same problem one of my computers.  NSM notified me of a required updated version, Norton Family.  I downloaded and installed NF, rebooted, and then internet access was completely blocked.  At the "Parent Sign In" screen, it told me the servers were temporarily unavailable.  I could not do anything.  Rebooted into Safe Mode, uninstalled NF, rebooted back to Windows and internet was back.  Downloaded the Norton remover and completely removed all Norton products (I had NIS 2010).  Downloaded latest version of NIS and installed, internet still working.  Downloaded and installed latest NF, it worked and internet still worked this time, but I have the same problem at the "Parent Sign In" screen saying the server is unavailable.

4

Hi scannerdude,

 

Thanks for the update.  Right, after you update your older version of NIS, the internet should be back as indicated in the thread here http://community.norton.com/t5/Norton-Family/Update-from-Norton-Family-Team-Regarding-Recent-Issues/td-p/860462.

 

We're looking into the server is unavailable issue.  In the meantime, please close your browser and try accessing the Norton Family in a different browser to see if it helps.

 

 

Thanks,

Katie 

 

5

Hi KatieQ:

 

Thanks for the feedback.  I still have a problem (server unavailable), but my internet is working, and I have the latest NIS updated as of 11pm on 11/29/12.  I can access all webpages and the Norton Family account from Internet Explorer 9 with no problems.  BUT I still cannot complete the installation of Norton Family because the "Parent Sign In" keeps giving the server error.  Versions:

 

- Norton Family installation version 2.6.0.52 (downloaded 11pm on 11/29/12)

- NIS version 20.2.0.19, Current SKU 21195386, Family SKU 21171505, Media SKU 21234721

- WIndows 7 Home Premium, 32-bit, Service Pack 1

 

Thanks!

6

hi scannerdude -- thanks for the update. are you trying to sign into Norton Family through NIS? If so, it's a known bug that we're looking into. there's no ETA yet but we'll follow up as soon as we have a fix. 

7

KaitieQ,

 

NIS is on their machine.  I just updated it to 20.2.0.19 about 10 minutes ago.  I then downloaded and installed Family client.....

 

It still doesn't run because it fails at the end of installation.  In the final initialization sequence the e-mail and password are entered and a long time elapses and finally I receive this:

 

"The norton family server is temporarily unavailable, please try again".....   I know this is not the case because I can get on the web site and log in to administer the accounts....

 

The good part is the internet is fine on that machine now and is not crippled when norton family is downloaded and installed...now I just have to get it to launch...

 

 

what should I try next?

8

okay scannerdude and I are in the same spot...........

9

Nothing has changed.....I still cannot complete the final step of authorizing NOF on the children's machine.  I enter my e-mail address and password and it appears to attempt to validate but eventually just fails with the same response of not being able to access the server.

 

 

10

No changes today...checked again...still nothing.

 

When will this be rectified?  Can we go back to the previous version until this release can be adequately tested???

11

I'm still stuck...

 

Downloaded and installed latest NIS AND NOF client, the install works and internet now works, but I have the same problem at the "Parent Sign In" screen saying the server is unavailable.

 

 

 

12

Norton online family appeared to be running smoothly until a forced upgrade to the client (children's machine) forced us to a grinding halt...  I was able to reboot and uninstall Norton family on their machine and now all internet access is back solid as it was before.  I downloaded and re-installed Norton family on their machine once again (this morning) and the internet access completely is frozen so the authorization doesn't complete complaining that Norton famly can't access the server.  Sure it can't because Norton famly has killed all internet activity.....so around and around we go....

 

I currently have Norton family un-installed so they are able to use the computer but I would like this revision resolved or perhaps a link to the previous version as all was well a few weeks ago.

 

 

Thanks....