Probelm with latest Norton Family Update

AfTer an automatic update of Norton Family I can no longer connect to Internet

 

At best my first internet page opens and then no other pages appear to open.

 

I also cannot login to Norton Family  and nor can I uninstall the software as Norton login details are no longer recognised

 

All my other pcs etc at home work ok on the internet.

 

I am using win7 and IE9 with latest updates installed 

 

Andy

AfTer an automatic update of Norton Family I can no longer connect to Internet

 

At best my first internet page opens and then no other pages appear to open.

 

I also cannot login to Norton Family  and nor can I uninstall the software as Norton login details are no longer recognised

 

All my other pcs etc at home work ok on the internet.

 

I am using win7 and IE9 with latest updates installed 

 

Andy

I just had the same as the OP.  'Upgrade' to Norton Family installed in the background - required a reboot. Once it installed, no Internetr. Nothing.  Had to do a forced System Restore. Now back & working - after big update to NIS. BUT, Norton Family has 'gone' - not there at all.

 

So. Well done Norton. Pls now tell me what I do to get back to where I was, before you 'upgraded' me....?

 

Its a great way to 'sell' others products, this....

 

IanM

 

PS. This isn't IMHO anything to do with the slow access problem - the lack of any working internet was on my own, un-monitored a/c.

Same here - I DID a system restore and still stuck.  It seems that it works ok for a few minutes, maybe until the norton family is loaded, Then no more internet!  I get an error "no data received.  This is bad news.  Also, when I try and logon to norton family, it says "this computer is a part of a different system (?)".  

Norton Family said there was a new version.  When I clicked on the Download new version, the Norton site told me page does not exist.  Next time I restarted my computer, it did the install automatically, and restarted my computer.  Now I have no access to the Internet.  I cannot sign in to Norton Family.  It won't let me uninstall.  The login server is not accepting logins.

 

Something is seriously wrong.  I have latest version of Windows 7.  Please fix asap.

 

Dan

Same problem here... i can not log in to the portal, i can not download any update and our son can not use his pc!

This maintenance is a shame!

Well, my PC is working fine, but Norton Family has got AWOL. Cannot login to Norton to investigate - Server Error as reported above. Am trying the Chat Support - still waiting for a response.

 

Hmm..

Hi there,

Same issue, Norton Online Family has prompted me to upgrade to v2.6.0.43, which I have done, and the reboot.

Since then, no internet access on the computer, even with the "admin" account.

The Norton Family Web site is unreacheable for login (nice dog picture, but no login possible).

And the product tells me that my computer is not recognised, registered to another account (!).

 

I tried to get some reaction through twitter, no feed back yet from  (at)NortonSupport.

 

I have no intention to re-install W7 or restore any part. So I join the groving list of people stuck with this issue.

I saw other related topics, same issue. The list is growing... it's about time to have some feedback from Norton...

 

 

Well, Norton online Chat was no use at all. Wait 24 to 48 hours. Norton Family may update, it may not. cant say. Wait 24 to 48 hours.

 

My PC is now working, post a system Restore. I have Internet...!

 

Internet Security is happy, after a big update. Norton Family is missing.....

I have the same issue - kids' machine, did update, did restart, cannot connect to internet from that machine.  When I try to log on to Online Family and authenticate, I am told that "this computer belongs to a different workgroup" (or similar). Also, trying to resolve it from a different machine without the update, but cannot log on to Online Family from there. 

 

Be glad of advice or a solution - please Norton?  This happened at 10am today - i'd have thought that by 4.00pm it was time for  some input or feedback from Norton themselves. 

De-Installation worked for me after is disabled the network. Norton Family still askes for e-mail and password but skips the check.

 

Chris

I think I must has de-installed - Norton wanted me to log into the Norton Family - but I couldn't - as the server is down. I ended up doing a system restore, which has got me going, but Norton Family has now dissapaered. Cannot try re-installing, as server id down. Norton told me wait 24 to 48 hours.....

 

It really is unbelieveble. Norton have caused lord knows how many users to lose internet completely. Some will work a way round this - but the less knowledgeable wil be completely stuffed, with no internet at all.

 

I can see very little response from Norton on this. On line chat didsn't have any clue, other than saying 'wait'.  Its a great way to promote other peoples products.....!!

SYMANTEC, you have really dropped the ball.  What a poorly executed upgrade in terms of preparation, testing, rollout  and user support.  I would have expected far better and am losing confidence in the company and whatever coders you are hiring these days.  Where is quality control???  What platform(s) are you testing this on before dumping this horrible 'update' on your (in my case paying) customers after days of broken server connection?  Why couldn't you leave something working in place until the new system was thoroughly tested and working?  Whatever brought this problem about, I hope someone is looking at how to prevent in the future!  Someone obviously didnt' put proper contingency plans into place before making changes.

 

Same exact issues as OP and followon posters - update took place this morning 11/11, couldn't connect to internet at all, rebooted and could connect to initial page then nothing, just hanging.  After using Task Manager to close some Symantec processes and turning off some services, able to connect.  Can't uninstall Norton Safety Minder because parent login required and we all know that has been BROKEN for days.  I followed the instructions in another post  where poster was advised on how to *reinstall* NSM by first turning off NIS tamper protection but I am still being required to log in to run the NSM Uninstall executable and server error still coming up as of 11 AM EST.   Tried using CCLeaner to uninstall but it just connects to the NSM uninstaller so same problem. 

 

Meanwhile, my child could not do homework yesterday due to time restrictions I was unable to lift.

 

HOW CAN WE UNINSTALL NSM TIL YOU FIX THIS?

 

thank you all for the feedback and reporting the problems you’re experiencing with the client upgrades. we have a database issue that we are now working on resolving. one of the norton family team members will post an update on this.

 

This is a mesage posted in the other thread.  I will start posting here now ...

 

http://community.norton.com/t5/Norton-Family/Massive-Slowdown-Last-Few-Days-Safety-Minder-Windows-7/m-p/847544/highlight/false#M10994

 

 

Hello Katie

 

This is my third message today.  This issue is related to those reported in a different thread.

 

http://community.norton.com/t5/Norton-Family/Probelm-with-latest-Norton-Family-Update/td-p/847484

 

As people from the other thread reported, if I clicked edit account from the NSM icon, key in my id and password, I got an error saying it belongs to a different account.  When I first installed this last night, I got a different error, saying the server was temporarily unavailable.  What is going on?

 

The reason I posted again, is that I have more info to report here.  A), this appears to affect Admin account which is not monitored, B) when I first log in, internet normally works, then it stop with time out errors and C) after time out errors started, if I close the browser (I use firefox), I will nto be able to re-open the browser again.  I have to reboot my laptop before I can open the browser.  I have also tried IE but got the same results. This has happened whole day, hence I believe it is caused by the new version of NSM.

 

I will copy and post this on the other thread as well.

 

Please look into to this and let us have an update urgently.

 

Many thanks

tango1

I was just now able to logon to norton family and internet is working again.  No error red x any more.  Thank you.  

 

Nothing like the weight of the world on your shoulders, Symantec!  But glad you could fix it.

Thanks @scottman. I have aloso now managed to Log In to Noton Family - and its inviting me to downloaded the latest version.

 

Don't think I will, until there is a response from Norton, as to what theissue was & some assurance that its fixed.

 

I do not want to be a Lab Rat thank you. Over to you, Norton - show us you care & you know what you are doing.

 

Actually... I would be more convinced by responses from other Users, rather than from Norton. So... people... is it working for you.... Has anyone re-installed & its all OK...?

 

 

PS. Due to this experience I have removed the Auto Renew on my Norton Account.  Symantec pls note....!!  I will be thinking hard, when its come to pay again, after this - and the previoius episode of problems.

UPDATE 11:56 AM EST:   'database problem' cited above appears somewhat fixed... Within NIS2012 application window, able to log in and the scrolling child's monitored activity (from prior days) appears as usual. Able to log in online on my computer (admin) and update Time and Web settings.  I am being asked by the application and when logge din online to reinstall NSM with the update on both children's machines monitored but am reluctant to do so yet.  Have not gone to those machines to see if they will function properly yet.

madmuso
Posts: 10
Registered: 07-16-2011
Re: Massive Slowdown Last Few Days - Safety Minder Windows 7

11-11-2012 04:59 PM

OK Symantec - so you admit you have a database problem

 

See

 

Here is the login page

 

https://onlinefamily.norton.com/familysafety/loginStart.fs

 

Seems to be missing a message saying the system is down....    Does anyone who works there understand how to run an Internet facing system - when it is down you have to SAY SO - on the front page - so that people don't waste their time.

 

It's really not that hard - the "service not avaliable" page should be there and waiting - and able to be put in place with a simple DNS or Load Balancer change.

 

This issue has been going on for over sixteen hours - and NO OFFICIAL MESSAGE - what is your problem?

 

OK - so I just got logged in - but only as far as "Loading - please wait" for about 10 minutes, Then - finally I am in.... but as before - every time I try to do anything a screen pops up saying "Upgrade Norton Family" on two of my PCs - even though I'm loging in from another PC which has nothing installed.

 

Gonna wait a few days before I try again