Norton Family

[CandaceF]

Guess again.  No activity shown.  On the up side, the program now seems to be blocking porn.  On the down side, I was able to submit my son's full address and phone number to the Discovery Store, even though I specifically blocked transmission of that data in his settings.  I guess it's a good thing I do talk to my child, because I'm quickly losing faith in your product as a back-up.

[KatieQ]

Hi CandaceF,

Thank you very much for the update.  The NOF team started to investigate the issue further immediately and corrected the issue.  Please check again and it should work this time. 

Thanks for your patience.

Thanks,

Katie

[CandaceF]

Latest update.

Working

1. Category blocking

2. Activity logs

3. Email notifications

Problems

1. Still able to transmit full address and phone #

2. Got an email notification that Safety Minder has been disabled (which it wasn't)

[KatieQ]

CandaceF,

Thanks for the update.  I'm glad to know the log issue has been resolved.

For the two issues that you are experiencing:

1.  I assume you have the address and phone# added to the Personal Information Protection field under the child's Profile online.  What program(s) do you use and what do you do  that the information get transmitted online?

2. What exact message you get?  Is the Safety Minder disabled message or the plug-in for Norton Safety Minder get disabled (as you mentioned in earlier posts)? How often does it happen?

Thanks,

Katie

[tvc3000]

I'd like to butt in here and say that I have just noticed that no activity has been logged for my children for the past 3 days (17-19 April). I have been receiving email notifications and know that some sites have been blocked, generally ads etc, (although I obviously can't say if ALL unwanted sites have been blocked) but there are no activity logs for the period. The last activity was my daughter this past evening (i.e. yesterday, 19th April) up to about 8.15pm BST. I will not be able to check if logging is now happening again until this coming evening. Obviously this is concerning. I do have backup protection at the DNS but this is not as comprehensive as this product and crucially does not provide logging (I want to know what my children have tried to access even if it was unsuccessful).

At what time did the engineers think they had fixed the problem?

[CandaceF]

1.  I assume you have the address and phone# added to the Personal Information Protection field under the child's Profile online.  What program(s) do you use and what do you do  that the information get transmitted online?

Yes, it's in the profile.  I tested it on the Discovery/Animal Planet site.  I chose an item from their shop and went through their checkout process.  Every piece of information went through and I stopped when it got to giving credit card info.  I also put the address into the directions section of Google Maps and it transmitted.  NOF did block me when I tried to get directions by putting the address into mapquest.com. 

2. What exact message you get?  Is the Safety Minder disabled message or the plug-in for Norton Safety Minder get disabled (as you mentioned in earlier posts)? How often does it happen?

Hi Candace,
Norton Safety Minder on Jimmy's Room  used by Jimmy has been disabled. Therefore, Norton™ Online Family cannot monitor the Internet activities of your children. Go to your child's computer and restart Norton Safety Minder.
For more details, do the following:

1. Go to  onlinefamily.norton.com
2. Click Member Sign In, type your email address and password, and then click Sign in.

This is an automated message from Norton™ Online Family. Please do not reply to this email. If you would like to disable automatic notifications for this type of event, please visit the "Notify" area on the "Settings" page and uncheck the options.

This email was time-stamped 5:11 pm.  I still received the appropriate emails, time-stamped 5:12, 5:14 and 5:14, and got blocked when I tried to visit certain sites.  Also, the acitivity at that time showed on the logs.  So, the emails about being disabled are luckily wrong...just an annoying glitch, I hope.

[KatieQ]

Hi tvc3000,

The issue was corrected today, so you should be able to see the activity logs when the child uses the PC tonight.

Thanks,

Katie

[KatieQ · Accepted solution]

CandaceF,

1.  I'll report the issue to QA team, so they can test this out.

2. Around 5:11PM, did you reboot the PC?  What I've heard is it has happened to a user whose PC takes a quite long time to reboot.  When NSM checks for service and it is not ready yet, the program sends out the alert message.  However, Norton Safety Minder checks service every 5 minutes, if it is down for some reason, the service will be restarted again automatically.

Thanks,

Katie

[CandaceF]

Yes, I had just turned on the computer. It starts up pretty quick, but I may have started IE before everything was running. I'll just disregard any "disabled" messages if everything else seems to be working.

I hope the address/phone thing gets resolved soon. I'm going to test out some kids game sites tomorrow to see if they let me give out an address or phone# in a chat scenario. (First I'll put fake info into the "personal information" section for test purposes.) I'll put any additional findings in a new thread, as this one is getting a little long. Plus, I think I can safely mark the original log problem as solved. (And keep my fingers crossed.)