Norton Support

System:
Connecting...

System:
Your reference number for this chat session is 4

Chef_:
Initial Question/Comment: Unable to associate device to child. Unable to login, unable to authenticate credentials.

System:
Welcome to Norton Support! A Norton Representative will be with you shortly.

System:
Vikas has joined this session!

System:
Welcome to Norton Support, my name is Vikas. Please give me a minute to go through the information you have provided.

Vikas:
Welcome to Norton Support Chef_. My name is Vikas. I will certainly help you with the issue. While I am reading through your case details, could you please provide your active email address and phone number? I apologize for asking it again.

Chef_:
Chef's email address@gmail.com

Chef_:
9999999999

Vikas:
Thank you.

Vikas:
May I know if the device is windows device or Android or Iphone?

Chef_:
Windows

Chef_:
But I have trouble with everything Norton family

Chef_:
It's a nightmare of a product

Vikas:
Are you chatting with me from the computer that has the issue?

Chef_:
No

Chef_:
Different device

Vikas:
Okay.

Vikas:
May I know if the device which has the issue near you?

Chef_:
It is

Vikas:
Can I connect to that PC remotely and fix the issue?

Chef_:
No

Vikas:
I can connect to your computer to further diagnose your concern while you sit back and watch.

This is a secure connection, and no personal information will be accessed.

If at any point you are concerned, you can disconnect me by clicking on the [End] button.

Would you like to proceed?

Chef_:
No

Chef_:
You are not connecting remotely

Vikas:
Okay.

Vikas:
May I know the error?

Chef_:
Unable to associate a device to a child. "Unable to authenticate your credentials now, please try again after an hour"

Vikas:
Okay.

Vikas:
It seems that there is some issue with the server, you can try after some time.

Chef_:
That's not an answer, and this is a reoccurring issue

Chef_:
How about I lock you out from your computer for an hour or more?

Chef_:
I can connect remotely to do that for you right now if you'd like

Vikas:
In this case, what I can do is:

Vikas:
I will send an email, you can reply back to that email with the screenshot of the error.

Vikas:
We will inform this to the research and development team.

Vikas:
Is that okay?

Chef_:
I can't even uninstall, "The Norton Family server is temporarily unavailable. Please try again later"

Chef_:
Again, informing the research and development team is not a fix

Chef_:
So I have software installed that I cannot configure, or remove, due to Norton's inability to manage a server?

Chef_:
Can you go ahead and send me an email, letting me know that Norton's server go down often, and that this is normal for the software?

Chef_:
You don't need screenshots to troubleshoot

Vikas:
Chef_, I wish I could send you an email, however I am trying to help you. If there is an issue "The Norton Family server is temporarily unavailable. Please try again later" Need to confirm with the concern department. As because we have not been reported such issue.

Chef_:
This happens all the time with this software, it's not a new issue

Vikas:
Okay.

Chef_:
Is there a next level of support that can actually help?

Chef_:
Are you saying you would have connected remotely to look at the error message, then tell me it doesn't work?
Chef_:
Doesn't seem like a legitimate troubleshooting method

Vikas:
So in this case, I will escalate the case to the concern department, so that they can work on it and fix the issue.

Vikas:
We will contact you back.

Vikas:
Can you please help me with your phone number and Best time to reach?

Chef_:
Email

Vikas:
Will certainly inform this to the concern department.

Vikas:
So sorry for the trouble.

Chef_:
Ok, I'll post this to Reddit to see if I can get any support there

Chef_:
Also, I am unable to post on the product forums. Is there another problem with Norton servers there?

Vikas:
You can also get an update on community.norton.com

Vikas:
As of now there is no issue with the Norton server/.

Vikas:
* server.

Chef_:
Well, report that to R&D

Chef_:
When should I expect a response about my non-working software from R&D?

Vikas:
Within 48 hours.

Vikas:
Thank you for contacting Norton Support. Have a great day!

Vikas:
Bye!

Vikas:
Take care!

Chef_:
You've helped zero