I get this error message when trying to authenticate my Norton Safety Minder account:
"Contact with the OnlineFamily.Norton server has failed. Make sure you are connected to thge Internet and try again."
I am certain that I am online and have tried several times to authenticate without success.
Can you provide some suggestions.
My Operating System is Windows XP
I do not have a Firewall service running on this particular computer.
Can you look in the folder “C:\documents and settings\all users\application data\Norton{78CA3BF0-9C3B-40e1-B46D-38C877EF059A}\Norton\Framework” and locate the files nsm.log and oxygen.log and email them to me. They are the safety minder logs and should provide more information on what caused the error.
files located. where might I find your email address?
Sorry, didn’t realize that the email address wasn’t exposed on the forums. I sent you a private message with the info.
JulzPlanet,
We have been able to rerpoduce the issue you are seeing and have noticed that it doesn't always happen. Can you try it again and let me know if it is still giving the error?
I just tried several more times. Not working still.
When you go to onlinefamily.norton does all the features on the website work? If it does, please perform the steps below and let me know the results.
The error that was in the log you sent me indicated that the safety minder was unable to connect to our servers to authenticate due to a timeout. Usually this means that something is preventing the connection. There are a few things we can do to test this.
From the machine, select start and run. Type "cmd" and press enter. The Windows Command Prompt will appear. Type "ping o2comm.norton.com". You should get four replies. If you get four "Request timed out" that could indicate a connection problem.
Next type "telnet o2comm.norton.com 443". If the connection could be made the command prompt goes blank. If you get a message saying "Could not open connection to the host" then the machine can't connect to our servers.
If everything so far works, try to uninstall the safety minder and reinstall.
Hello,
I went throught the process you detailed as my account also will not authenticate. Unfortunately, my msg was that my computer can not connect to your server. What next? Why?
I have: Windows XP, IE, child is limited, version -couldn't find, I also have Norton Anti Virus
Andrew:
Here are the results I get for each:
* ping o2comm.norton.com = Request time out (x4). Packets: Sent = 4, Received = 0, Lost = 4
* telnet o2comm.norton.com 443 = Could not open connection to the host, on port 443: Connect failed
Now what?
.
That means that something is blocking your connection to our servers. You said you didn't have any firewalls installed but could the windows firewall be enabled? Are you connecting through the internet with a router? I was also asking around and found out that some antivirus software have caused problems with our safety minder. Are you running any antivirus software?
I get this error message when trying to authenticate my Norton Safety Minder account:
"Contact with the OnlineFamily.Norton server has failed. Make sure you are connected to thge Internet and try again."
I am certain that I am online and have tried several times to authenticate without success.
Can you provide some suggestions.
When you get the error when authenticating, does the error occur right away? If not, roughly how long does it take before you get the error?
The error does not happen right away. It takes about a minute or 2.
Hi JulzPlanet,
I just sent you a Private Message. You should be able to see the PM icon, a yellow envelope icon on the up-right hand corner of the screen when you logged into the forum.
Thank you.
KatieQ