• Gesamte Community
    • Gesamte Community
    • Foren
    • Ideen
    • Blogs
Erweitert

Nicht was Sie suchen? Die Experten fragen!

Dieser Thread braucht eine Lösung.
Danksagungen0

How to stop alert emails after I've uninstalled the app

I installed the Norton Family app on my children's phones (3 of them) and on my own phone. The app was installed successfully on all and worked fine for months. Then about a week ago I started getting emails from Norton Family saying "Accessibility turned off in (specific) child's phone". I followed the directions in the email, went through all the settings on the device and nothing was turned off. I checked the settings on the other phones, and they were all fine. I then uninstalled the app from the device I was getting the notification for and I was still receiving the same email (up to 50 a day). So I uninstalled the app from all the devices, cleared the settings and im still getting that email! I even contacted Norton support and did exactly what he said, which was the same stuff I already did. I don't want to block the emails because I still have two other subscriptions with Norton and i'm worried that I won't get notifications for those if I do block. Has anyone else dealt with this? Or can help me figure it out?

Antworten

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

Yes! I am having the exact same issue. We've gotten over 100 emails in three days about our child's accessibility being turned off, and it's NOT off!  All permissions are on as well. We get an email every 15 minutes or so! I have uninstalled and reinstalled twice. I even deleted the child profile and still got emails for the child's name even though that child's profile was completely deleted. Dying to know how to fix this!

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

Hi Amber,

We are sorry to know about the inconvenience caused to you. To help us understand the issue better, can you please share debug logs? You can find my e-mail address when you click my profile.

Steps to collect debug logs:

1. Install, setup and open Norton Family app in the concerned child’s device->Tap on profile picture in top left corner

2. Select the last option ‘Contact Us’ from the menu

3. Enable Debug logs

4. Wait for the issue to be reproduced, in this case for the tamper alert to be sent.

5. As soon as you start getting the e-mails repeatedly, open Norton Family app->Navigate to 'Contact Us'->Tap on 'Send Email'->Select an email client app(e.g. Gmail)

6. Enter my email address (mentioned earlier) in the 'To' field (logs will be auto-attached) and send it.

Alternatively, you can use nortonfamily_support@symantec.com if you face any difficulty in finding my email address.

Thank you for your patience.

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

I'd like to know the results of this since I'm having the same problem.

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

There was no technical fix, the emails eventually stopped on their own. I haven't re installed the app.
Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

So, basically you did nothing?

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

I didn't do anything to stop them. It was probably 3 days after I posted to here that the emails stopped coming. As of today I haven't gotten one.
Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

Unfortunately, I'm still getting these notification emails. Norton, can you do whatever you did for Amber?

Thanks,

Matthew Roberts

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

If you look at the top of this feed, I think it's the 3rd post, it's from a Norton support employee. It says something about sending debugging logs and you can contact that employee (my emails had stopped before i saw that post, so I didn't contact him). Hopefully that helps you.
Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

We started getting the same emails last night. Have not done anything, other then verify that Norton app itself seems to be working fine.

Danksagungen1 Stats

Re: How to stop alert emails after I've uninstalled the app

I was on chat this morning with a Norton rep and they said there's a known bug with Motorola devices that's supposed to be fixed with the next release in about a week. Apparently, the Moto Display service interferes and disabling that is supposed to alleviate the persistent Accessibility notifications. I received about 300 emails in 4 days. After 2 days of having Norton Family uninstalled I finally stopped receiving emails. I reinstalled today and disabled Moto Display so we'll see if it works. I also removed email notifications just in case.

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

Dear customers,                        

    We see that this issue is occurring in some Motorola Mobiles with Android version > 7.1. This is occurring due to the latest version of Moto Display service. We request customers affected by this issue to disable this Moto Display service, as a workaround. We will be addressing this issue soon.

Regards,
Norton Family team.

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

The phone in question for us is indeed Moto e4. We have disabled Moto display service, but are still getting the email.

Danksagungen0

Re: How to stop alert emails after I've uninstalled the app

Moto E4 Plus here. Norton generated so many notifications for me that it actually took two or three days before the emails stopped coming in. I removed my email from notifications temporarily but after I added it back I started receiving the old notifications again until it got caught up. Annoying to say the least. I also don't think an update to Moto Display is to blame. I noticed the issue directly after getting the Norton Family update.

This thread is closed from further comment. Please visit the forum to start a new thread.