Norton Family

[JohnGaby]

I am trying to get some help with the software blocking a site which I have specifically allowed (minecraftwiki.net) no my son's computer, but none of the 'Contact Us' options work.  They all give me a popup which asks for my name, email and question and tell me to click continue, but when I do, nothing happens.  I cannot contact via Live Chat, Email, or Phone.  Can someone please tell me how I can get in contact with you people?

[KatieQ]

Hi JohnGaby,

To add a website to the allowed list (or block list), please check the links below for details.

https://onlinefamily.norton.com/familysafety/help.fs?action=allowingWebsite

https://onlinefamily.norton.com/familysafety/help.fs?action=blockingSpecificWebCat

https://onlinefamily.norton.com/familysafety/help.fs?action=blockingWebsite

As for the issue with "Contact us" option, please you tell me where you find the link and I'll report the issue to the team which manages the service.

Thanks,

Katie

[JohnGaby]

My Point is that I have ALREADY added the site (minecraftwiki.net) in the manner you describe, and yet it still is often blocked (although not always).  As for requesting help, I do the following:

1) On the Online Family page, click the "Help" dropdown and choose "Technical Support"

2) Click the "Contact Us" button at the bottom

3) Click on any of the 3 options presented, "Chat Now", "Email Us", or "Call Us".  All 3 options display a popup up which says "Norton Phone Support".

4) Enter the information requested, and click the "Continue" button.  Nothing happens

Thanks.

[KatieQ]

Hi JohnGaby,

It might take a couple of minutes to get the changes updated.   Please click on Norton Safety Minder icon in the system tray and select Update House Rules to make the change get affected immediately.  If let us know if it helps.

Thanks,

Katie

[JohnGaby]

It has been way more than a few minutes since the site was added, it has been days.  Indeed, when I first added the site, it was unblocked on my son's computer, but then later it was blocking it again.  I checked to see if the site was still in the list, and it was.  As of right now, the problem is intermittent, sometimes blocking him and sometimes not.

Thanks.

[KatieQ]

JohnGaby,

Thanks for the update. 

Does it only happen to this particular website on the allowed list or to all websites on the white list?

What about the websites on the black list?  Do they get blocked as they should?

Thanks,

Katie

[JohnGaby]

I tried it just now, and all of the allowed sites (including 'minecraftwiki.net') are not being blocked.  Also, the black list sites appear to be blocked.  Note, however that the blocking of 'minecraftwiki.net' is intermittant.  It is the only site that my son has complained about, so I don't know if other allowed sites are being blocked at times.

Thanks.