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Kudos1 Stats

Accessibility for Norton Family Has Been Turned Off

I've seen other posts about this, but no clear fix. I started getting the following email notification multiple times a day recently with no known change to the child's phone. I go it to turn it back on, but it's already on. So, it's not anything she's doing. Can you help?

Here's the email (I get 30 a day right now):

Accessibility turned off in child’s device

Hi My Family,The Norton Family Accessibility Service setting has been turned off on [Redacted]’s Android device [Redacted]. Accessibility is required for enhanced monitoring of your child’s online activities on this device and to prevent unauthorized uninstallation of the Norton Family app.To resolve this issue, turn the Accessibility setting on in your child’s device. The setting can be found at Settings > Accessibility > Norton Family Accessibility Service.In some Android devices, this setting can be found in Settings under the Device tab.For more details, sign in to the Norton Family website or mobile app and click or tap Alerts.— Your Norton Team

Labels: Notification

Replies

Kudos2 Stats

Re: Accessibility for Norton Family Has Been Turned Off

This is happening to us as well... luckily my subscription ends in 24 days and I will not be renewing!
Kudos1 Stats

Re: Accessibility for Norton Family Has Been Turned Off

I've been having the same problem. I received about 300 emails over the course of 4 days. I just had a chat with Norton customer service and they informed me that it's an issue with Motorola devices running the Moto Display service. A fix is supposed to be coming in a week or so. In the meantime, I was told disabling Moto Display should alleviate the accessibility notifications. We'll see.
Kudos1 Stats

Re: Accessibility for Norton Family Has Been Turned Off

We've been getting hundreds of these since the 28th of June, too. Unfortunately, I shut off the Moto display and we're still getting the emails.
Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Agreed. Without a resolution to the 100's of e-mails I will have to find something else.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Dear customers, ‭We have released a fix in the latest Beta version (4.8.0.16) to Play Store. We request you to help us confirm if it has solved this issue for you by signing up for the Beta program @ https://play.google.com/apps/testing/com.symantec.familysafety. Then please visit https://play.google.com/store/apps/details?id=com.symantec.familysafety, try the Beta version and share with us the feedback. Thank you for your patience. Regards, Norton Family team
Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

We noticed this issue occurring in some specific devices due to performance optimizations in the device and also an issue in our code. We have made a fix from our side and released it for Beta. 

We encourage all users facing the issue to install our latest beta version and check if the issue is resolved. 

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

I'm getting fewer emails, but am still getting some.
Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Still getting the emails...
Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Hi,

Thanks for testing the fix in Beta. Its good to know that frequency of emails have reduced. It looks like the issue still present in your devices. We would like to know further details about the device. I have sent you a private message, can you please check and provide us the information.

Kudos1 Stats

Re: Accessibility for Norton Family Has Been Turned Off

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.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

That is great news. Do you have any additional information on how to disable the Moto Display service? I looked through the display options and didn't see it.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

On my device: App Drawer>Moto then Features>Moto Display and uncheck any option that's enabled.
Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Thank you. Turning this off now and should know in the next few hours if it helps.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

I've received three e-mails since I disabled the Moto Display @2.5 hours ago.

Strangely, two of them were sent 2 days ago, and the third from an hour before I made the change.

So as of now, this seems to have resolved the issue.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

After making the change to turn off the MOTO display I've stopped getting new e-mails about accessibility being turned off.

I did receive about a dozen e-mails that had been sent before I made the change that  came through after the change.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Thank you for this.

I have two questions if you do not mind answering them.

1. Are you doing this on your phone or your child's phone?

2. I do not have a setting in the phone to turn it off. Our phones have a Moto Display listed as a seperate App and all I can do is disable it or block notifications.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Thank you for your continued help.

Do we disable it on the child's phone or mine? Also, I do not see where they made an update to the Moto Display because it would normally give me a way to uninstall updates.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

1) It's my child's phone.

2) I disabled/uninstalled the Moto Display app.

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

I deleted the family thing.  My children ae 52 and 47 years old.  Why do I need such a thing?  When I was at those ages I really didn't need my parents watching over me. Maybe I un wittingly signed up for it  :) 

Kudos0

Re: Accessibility for Norton Family Has Been Turned Off

Thank you ! Really helpful

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