Norton Online Family Not Working

Archive
21

After a long while, I thought the problems fixed.  Now they are back.  It is truly bad to the company.  I don't think I want to renew the subscription.

22

I have multiple PCs I am trying to protect.  All are running Windows 7. 

Norton Family Version 2.6.0.52 on all the computers. 

Norton Internet Security 20.2.0.19.

23

Just an update.  Norton family is now blocking inappropriate web sites for the kids (whew!).  But it still is not logging the web sites visited, notifying me when they attempt to go to a blocked site, or accessible through NIS.  Any update from Norton?

24

I am now experiencing the same thing.

Norton appears to be blocking, but when I login to family website I don't see any history (except for Search phrases) logged and not getting emails for attempts to go to blocked sites.  Oddly, the weekly summary email does show the web sites visited history.

25

Hi,

 

Thanks all for the posts.  We are currently working on these issues.

 

Thanks for  your patience.

 

 

Thanks,

Katie

26

I'm getting tired of dealing with this software. I just had to create a temp account with no supervision so my son can USE his computer! Norton Online Family server has errors, I can't log-in and I can't extend his time. We have been dealing with this issues for several months now! I have pending the renewal of my "Premium" account but it seems that is time to look for another option. When all these problems will be fixed?

27

Just in case some ask what are the errors:

 

On onlinefamily.norton.com .... 

Sorry, An error has occurred on the server.

On my son's computer ... when I try to extend time

This computer belongs to another account

on my iphone ...

invalid credentials

the email address or password you provided is incorrect

28

There is no excuse for this incompetent business conduct.  As large and successful of a software company; Symantec should be able to provide better status updates to its customers. (Yes, I am a paying customer).  Along with a projection date of system restoration.  Going through the posts I have counted at least 40 -> "We are sorry and are working on the problem" statements. 

 

Please do not talk to us like we are stupid.  It is rude and inconsiderate.  :(

 

MarkO1555

 

29

Hi eamaya

 

For the message "This computer belongs to another account", do you see the computer name under the child's Profile (Settings -> Profile) online?

 

 

Thanks,

Katie

30

I have finally had some success after a couple of months trying !!!
 
I have already been through all the removal and re-install of Norton Family multiple times, and also the removal of devices etc. etc. to no avail, so I decided to completely remove my (only) child from the online account, leaving the devices as is.
 
After doing this, I was unable to even log in to my online account at all.  The site just said they were aware of the problem and would correct it.
 
After a day or so I was able to login in again.  At this point I re-added my child (from XP SP3) and was able to download and display house rules.  Web filtering was working OK (tested to a gambling site), but web history etc was still not being displayed Online.
 
I then forced download of house rules etc. to Win 7 machine, tested gambling site again and all looked OK.  From Win 7 device, web history was getting displayed almost immediately though.
 
After another day or so, XP web history started to arrive - so I am nearly there for Windows devices.
 
Now just need Norton to get Family working on Nexus 7 / Android 4.2.........

31

Hi pd123,

 

Thanks for the update.  I'll pass your requests to the team.

 

 

Thanks,

Katie

32

I have the same problem.  Ever since the update in November 2012, my Norton online family has not worked.  I have no clue what I could do.  I looked for Norton Online Family support but could not find its number.  The fact is that I have been paying the service and not getting service and not having any information as to how to disconnect the service.  It was working before the update.  How could it stop working after update?  I would appreciate any help.

33

Hi idorman,

 

I will be glad to send up a remote session with you, so we can work on the issue.

 

I've also sent you a private message.  Please check it when you get a chance.

 

 

Thanks

Katie

 

 

34

Katie,

 

I too am having the same problem of not being able to login.  I am not in front of that computer now, but can you tell me what I need to do to fix the problem?  Also why do the fixes you post only go to private messages?  If you would just post the fix publicly, the problem would go away and you would have many more happy users.  I don't understand all the secrecy.

KatieQ wrote:

Hi idorman,

 

I will be glad to send up a remote session with you, so we can work on the issue.

 

I've also sent you a private message.  Please check it when you get a chance.

 

 

Thanks

Katie

 

 

KatieQ wrote:

Hi idorman,

 

I will be glad to send up a remote session with you, so we can work on the issue.

 

I've also sent you a private message.  Please check it when you get a chance.

 

 

Thanks

Katie

 

 




35

Hi jbaron76,

 

Please send me a private message with your Norton Family account email address.  If you are interested in having a remote session with me, please let me know when would be a good time for you by private message in the forum.

 

 

Thanks,

Katie

36

So this is followed up with a request for another private message?!?

37

I spent 6.5hrs with online support via chat and remote support... I was told it was fixed, but low and behold, it isn't. How much more time is Norton going to spent yanking everyone around??!

38

Hi yelley511,

 

Could you provide some details on what exactly you are experiencing (Sorry, I know you have mentioned this to the Support).

 

 

Thanks,

Katie

39

Hi

 

I have been having this problem since November, realised Online Family wasn't working at all with no warning so kids left completely unprotected.  Not very happy at all as still not been able to resolve this issue despite un and reinstalling a number of times, just keeps telling me 'internal server error'.  Had been working fine up until this.  At the moment having to closely monitor all kids activity which is not practical at all.

 

I am using Windows 7 and having Norton 360 installed with the free Online Family version.

 

Please help!

 

40

Use www.qustodio.com - it's free and works well....