I have read through several posts from users pointing out that Norton Online Family becomes disabled. I have the same issue. However I have seen no fix posted. Rather, KatieQ has sent notes with private messages to these users. Katie, I need those instructions too! Please send. Thank you!
I have read through several posts from users pointing out that Norton Online Family becomes disabled. I have the same issue. However I have seen no fix posted. Rather, KatieQ has sent notes with private messages to these users. Katie, I need those instructions too! Please send. Thank you!
I am also having trouble with Norton Safety Minder being disabled. My daughter says when she logs on she sees the paw, but then somehow, while she's working, it disappears.
I uninstalled today and reinstalled after downloading from the website, and the same thing happened. When she first logged in, the paw was there and she was told that she had only 60 seconds (because she was in her curfew time), but after 3 times, the paw just disappeared and she was allowed to keep working. I then get the email telling me that NSM has been disabled.
We've also been having trouble when she tries to log off. She consistently gets the Windows error message "Norton Safety Minder is not responding". At that point, she typically chooses End Task now, and from that point on, NSM does not run for her. When I go to shut down the computer at night, I also often get the same error message, and unless I choose to end the task, cannot shut it down.
The interesting thing is that when I log in as administrator, I see the paw and it tells me that I'm not monitored which is correct, but if I try to right click on the paw, nothing happens.
We are running Windows XP SP3, NSM 2.0.0.48 (with some of the options 2.0.0.71). I'm getting just a little frustrated since there seems to be no solution to this problem.
I have just joined the forum to find out about this problem. I have uninstalled and reinstalled twice now. Not sure yet whether we have resolved the issue so if these instructions are available, please can they either be posted so everyone can see them or can I have a copy.
Thanks for your help.
Hello,
Where is the public posting of the solution to this problem? I need the solution too. Norton Online Family stopped working on my PC after an update to Norton Internet Securitiy 2009.
Hi richardrush, morettina, DNC and hubert19012,
Please give non-administrative rights (limited or restricted) to your children’s user accounts and keep the password for the Norton Online Family account away from the kids. Otherwise, the kids have the ability to tamper the system.
Please let us know if you have any questions.
Thanks,
Katie
Katie -
My daughter is using the Guest account, so there's no way that she has administrative rights.
In addition, she does not know the password to Norton and has no way of figuring it out. I know this for a fact because when she asks me to extend her time, she comes to me to type in that password. She has no idea what that password is and even turns her back while I type it in, and considering the fact that I can type something like 100+ wpm, and it's a long password, she couldn't figure it out even if she did look at me. It is not written down anywhere either.
I can tell you that we are having a lot of trouble right now with NSM not working, or working only intermittently. Yesterday, it seemed to work fine. She had her 2 hours on line and after that, she couldn't log back in. But any time we get the error message that NSM is not responding after we log off, it is then hosed and the only way to get it working is to reboot the computer. I shouldn't have to reboot my computer multiple times a day for this to work properly. We didn't have to do it before, and NSM worked great then! So why do I have to do it now?
I am also getting an error message about Symantec Framework encountering an error and needing to close. I usually see that after I've turned the computer on first thing in the morning, and it refers to an error the previous day at just about the time that NSM stopped working properly. I have captured the error screens in a .doc file and can email them if that would help. Unfortunately, I don't have them in a format that allows me to attach them to a message here.
It seems to me that if so many of us are experiencing this problem, it cannot all be because our kids know the password and have administrative rights, but instead because something at your end has stopped working properly!
Hi morettina,
We haven't been able to reproduce the issue. I would be more than happy to setup a remote desktop access and work together with you on this. You're welcome to send me a private message or an email for details. You can find my email address at http://community.norton.com/t5/user/viewprofilepage/user-id/15038.
Thanks,
Katie
I have had the same issue. I am computer savy and know what I need to do and not do as far as passwords, administrative rights, etc. I keep being told the same thing...be sure your children do not have your password, do not give administrative privilages to them, etc. I already know this. It also happens on guest. It is not something we are doing obviously but no one has any answers but the obviously and they do not work. This happens all the time and ONLY on the kids accounts. It causes me to fuss at them and they truly are not doing it. WE NEED A FIX FOR THIS! It is the one thing that will cause me to switch back to KidsWatch, which was absolutely wonderful!
Hi,
Sorry about the inconvenience caused by this. Our QA and development team are working on the issue. If you're interested in having a remote desktop access session with us, please let me know. You're welcome to send me a PM or email. You can find my email address at http://community.norton.com/t5/user/viewprofilepage/user-id/15038
Thanks,
Katie
Hi Katie. I have read through the other postings in this topic and we are having the exact same problems with our online family service - The account gets disabled whenever my son tries to use it and we get an error message about the framework. Can you please help me with this/these issue(s) as well?
Thanks!
Hi KM,
I sent you a PM. You could access the message by clicking on the 
Thanks,
Katie
Hi Katie,
We have that problem too...I have been loking for a solution to no avail ...can you help ?
Greg
Hi,
I have done this:
Please give non-administrative rights (limited or restricted) to your children’s user accounts and keep the password for the Norton Online Family account away from the kids. Otherwise, the kids have the ability to tamper the system.
... and yet I still get the disabled notices. Are you saying that Norton has fixed the loopholes that allow disabling Norton that were discussed in another thread? I know that my son will disable Norton if he has the opportunity, and having another talk with him about this will not deter him. In fact I confirmed with him just now that he has a procedure to disable Norton, different from what I've read, but he also reports that it crashes on it's own.
Don
This seems to be a topic where people are getting confused. The product can not fully protect itself from someone on the system from disabling it. That is why you are getting the notice, the product checks to see if someone disabled it, if so then a note is sent out.
Now that being said there is also a possibility there is another conflict with other software on your system (usually other firewall or AV products) that interfere with Norton Online Family.
So there is no solution to post, and Katie does her best with trying to help users understand what may be going on.
As to the comment of "I know that my son will disable Norton if he has the opportunity, and having another talk with him about this will not deter him. " that is exactly the point of the product, to help you parent the child and get you involved in their online world.
Certainly in other scenarios if your child did something wrong and you told them not to you would not just give up and say ok I told you before, now I won't tell you again. I would hope you continue to parent them in the right direction.
If someone can show us how the product "disables itself" I would like to hear about that and the steps to reproduce it.
Help us help you, thanks.
Matt
Matt - I am one of those people who also sees NSM disable itself. I am currently working with your QA folks to log what's going on, and I hope it will help you figure out what's happening.
I've also been using this product for quite a while, and these problems did not start until we upgraded to the latest version 2.0.0.48. While I realize that some people may not have their systems locked down. I too, have sat with my daughter (who is using a Guest login so there's no way she has anything even close to administrative rights!), and watched NSM suddenly disappear. It does no good to continually be told that our kids are doing it themselves or that we're doing something wrong, when we can see it happen with our own eyes.
For those of you who are having this problem, by all means, send Katie a PM and let Symantec up a remote session with your computer. The more of us who can log what's going on, the sooner they can fix it!
I have been really impressed with Symantec's dedication to fixing this problem, especially considering that most of us aren't even paying for the software! Right now, I'm just waiting for the instructions to send in the logs I've accumulated this past week. For several weeks after the logging was installed, things ran smoothly and there were no problems. Then all of a sudden, this past week, it all started up again, so I'm madly collecting logs in the hopes that it will help.
Marie