I have a windows 7 laptop that I installed Norton family on a couple of days ago. I was trying to figure out why the time limits sometimes did not work when I discovered that if the laptop goes into sleep mode more than once when it comes out of sleep mode the second time, norton family does not start. There is no NF.exe in task manager and no icon in the task bar. Logging off and back on fixes the issue, it seems but it seems to be some type of significant issue.
I am experimenting some to see if it matters how long it is in sleep mode before the issue occurs as it onlyexhibits this issue most of the time and not every time I have tried it, It also does seem to be related to going into sleep mode more than once without logging off.
I have uninstalled and reinstalled with the same issue.
I have Online Family 2.9.5.14 on an XP laptop, and it keeps disabling with no e-mail message. Today when I opened the laptop from sleep mode and started Firefox, I saw a pop-up message saying it terminated unexpectedly and offered to send the crash info to Microsoft. I tried to reproduce the problem but couldn't. Online Family gets quietly disabled every couple of days. I need a full restart to re-enable Online Family; logging off then back on doesn't work.
Can you please post a screen shot of the the error message for "...it terminated unexpectedly..."? You mentioned "...with no e-mail message...", has the program ever sent emails to your Norton Family account email address? For example, if you visit a blocked website as your child, do you get blocked and you, as the parent get an alert email at your Norton Family email address?
I couldn't get it to repeat. The laptop is generally put in sleep mode with Firefox (v25) left open, as that's its primary use, for web research and school google docs. It is apparently used for some games, too... Every couple of days or so, the activity record stops logging and I don't get a e-mail message. When I check the laptop, the paw print icon is missing. Over time, I've gotten a few e-mail messages indicating part of it has stopped, but is still logging web activity, so the e-mail notification is at least partially working.
I tried going in and out of sleep mode a few times in a row when I got the crash report from Windows, but I didn't screen capture it. I thought I might be able to reproduce it, but I haven't been able to, yet.
Today I noticed there was a little red dot with a white X in the bottom right of the paw print icon in the system icon area. When I hovered over the icon, it disappeared without fanfare, and NF.exe was not it the system process list. Logging off then back on did not restore Online Family; I had to restart.
I'm fairly knowledgeable about computers, so if there's something deeper you'd like me to try for logging, I'm willing. I haven't thought to check the event log, but I'll do that over the weekend.
I have a windows 7 laptop that I installed Norton family on a couple of days ago. I was trying to figure out why the time limits sometimes did not work when I discovered that if the laptop goes into sleep mode more than once when it comes out of sleep mode the second time, norton family does not start. There is no NF.exe in task manager and no icon in the task bar. Logging off and back on fixes the issue, it seems but it seems to be some type of significant issue.
I am experimenting some to see if it matters how long it is in sleep mode before the issue occurs as it onlyexhibits this issue most of the time and not every time I have tried it, It also does seem to be related to going into sleep mode more than once without logging off.
I have uninstalled and reinstalled with the same issue.
To avoid and limit the possibility to tamper/disable the system, please give non-administrative rights (limited or restricted) to your child’s user account and keep the password for your Norton Online Family account away from the child. Otherwise, the child would have the ability to tamper the program.
I have attached the crash window, which happened this morning when the laptop opened from sleep. I was the last person to use the computer before then, so nobody else was involved. I have not shared the Norton password which resides only in my head and on your servers.
After the Online Family crash, I put the laptop to sleep, and when I woke it up, Online Family had restarted. I don't know if it would have restarted if I had left the laptop operating for longer before I shut it off.
I don't think it's shutting off because of tampering. It might have something to do with awaking from sleep. I'd like to not have to do a full shutdown every time to ensure Online Family will be working.
Thanks for the update. If you can reproduce it consistently (if you can show me that during a remote session), that would be great. If so, please let me know, so we can check into this issue further.
I'll pass your issue and the screen shot for the error message to the team.
I haven't had a chance to do much with it, but the last time I was on, I noticed that a second paw print icon appeared in the system tray when the laptop awoke. When I tried to hover over one of the icons, they both quietly disappeared, and have not restarted.