KatieQ, I am experiencing the same thing that ALL Norton Family users have been experiencing since Oct/Nov. It is not working and is not monitoring. I have downloaded the upgrade/update for it (numerous times). I have clicked on it to run/install it (numerous times). When it is "finished" installing it tells me it's done and that if I need to add it to another computer click here. Except the problem is, it's not actually installed. It does not show up in my programs list or in the system tray. When you click on the Norton Family folder the only things that are there are a shortcut to the Norton Family webpage, and the program to uninstall Norton Family. Remote support has uninstalled and reinstalled the "newer version" of Norton Family a number of times. They have restarted and rebooted my computer a number of times. They have used NSR a number of times. Nothing has worked and no one seems to have a clue as to why, or how to fix it, or that there is a fix. I'm tired of dealing with people wasting my time. Either there is a fix for it, or there isn't. I'd rather be told straight up "We don't know what is wrong, but there is no current fix. We have/do not have an ETA on when it will be functioning" That way I can make a decision as whether to stay or whether to jump ship and find someone else to do the job if Norton can't handle it.
KatieQ wrote:
Hi yelley511,
Could you provide some details on what exactly you are experiencing (Sorry, I know you have mentioned this to the Support).
I have two children with one laptop assgined to each. Norton Internet Security and Norton Family is installed with the latest versions on each computer (including the third laptop one which I use). I see one child's web activity, when I log into Norton Familty online, but I don't see the other child's web activity at all. This has been happening since November end when I updated Norton Safety Minder to Norton Family. I have re-booted all laptops several times. Also ensured that all computer names are appearing correctly in the Norton Family online Settings UI. I am reasonably computer savvy (being in software field myself).
This is totally frustrating. Norton is supposed to be the top software. I expect the software to be tested for such basic issues. When will this issue be fixed?
Thanks for the information. I've sent your account information to the team for further investigation. Can you please also let us know what Operating System (ex XP, or Windows 7) is running on the machine that has Norton Family installed?
I've sent you a private message. Please check it when you get a chance.
Thanks,
Katie
Why is everyone always sent private messages? There are MANY people with this problem, I'd say it'd be fairly useful for ALL if the "answer" was posted for all to see rather than behind closed doors,
Thanks for the post. While we are working on these issues, for some cases, we need to get users’ personal account information. I know some of the issues described in the forum sound like the same issue, but many of them are different. We don't want to confuse users in the forum trying different ways to resolve the issues that don't apply to them.
I'm sorry I have to send private messages to some individual posters. I know that will take your valuable time to review them. To protect our users’ privacy and in an effort to improve our product, for some cases, we have to work with users via private message currently.
I am also experiencing the same problem as others in this post. I installed Norton Family on my son's Macbook Pro on the 9th of this month. It worked great for one day logging all internet traffic but hasn't worked since.
I also un-installed/re-installed on my home computer on the same date because it wasn't logging any internet traffic for my home computer (PC Windows Vista) and it fixed the problem. Works fine on my PC, but won't log internet traffic on my son's MAC.
The page gets blocked, but nothing gets logged. Nor does the Norton Family Activity show that he's even on-line as indicated by the green indicator on my child's profile photo. I've tried deleting the child and re-adding the child as well as changing all different kinds of settings but to no affect.
He doesn't have Firefox on his Mac. He mainly uses Safari, but I've also had him use Chrome and it doesn't work any better. It still blocks inappropriate sites but won't log internet traffic or even show he's on-line.
If not, please go to http://macplugin.norton.com/ directly and click install now and then run the Safari extension downloaded to your Downloads path and see if this helps
Uninstalled/re-installed and it now logs activity. It doesn't run perfectly, but atleast it does that. It won't show searches and you can't click on the logged activity to visit the website he went to. I'm not terribly concerned about that since the web logging now works and I can just cut and past the site into the address bar.
I just realized that it is not working and when looking for answers stumbled on this issue. I have all the updates on Windows 7 computer running Norton Internet Security but the online family is still not (have not worked the last 14 days or so for me) working.