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Kudos0

Alerts and Logging not working.

Hi

A couple of weeks ago I setup Norton Family Premium client on my Windows 7 laptop for use in monitoring and filtering internet usage.

I received alerts and associated activity logging on the day I install the client. Since then I have not seen any further alerts or activity logging despite internet activity on the device. Internet filtering seems to be working though.

To remedy this situation, I logged into the Norton Family Admin console and removed the device and tried to re-add the device. I went through the client install process with no apparent issues. However the device (Windows 7 laptop) does not appear in the list of registered devices as expected.    

It is as if the Norton Family client is no longer monitoring or can not communicate with the Norton Family server. The Norton Family notification task on the the bottom right of the task bar is not displayed but does appear in the list of notifications (without an icon).   

Your assistance in getting the alerts and activity logging working again would be much appreciated.

Cheers

Replies

Kudos0

Re: Alerts and Logging not working.

After a lot of drama, I managed to uninstall Norton Family Client and reinstall from scratch again. This added the notification icon to the bottom right of the task bar indicating the laptop is monitored by Norton Family. I check the logs in the admin console and Norton was now successfully monitoring and logging internet usage.

However after restarting the laptop, the notification icon is no longer displayed in the notification task bar. If you select the customize option on the hidden notification icons, you can see the Norton Family is enable in the notification list, but it has no icon associated with it. It no longer monitors or logs activity when it is in this "broken" state. I am now in the same state I was when I logged the original issue.  

Kudos0

Re: Alerts and Logging not working.

Hi C69,

If you log onto the PC as the monitored child (not as a parent, which is not monitored), and try to access a forbidden website, do you get blocked?  

Thanks

Katie

Thanks Katie
Kudos0

Re: Alerts and Logging not working.

Hi

I went to an explicit site as the monitored child (not as parent) and it displayed explicit content.

The background task doesn’t seem to be working after PC restart after the install. I have attached an image (zip file) of the notification tasks. The Norton Family task does not appear on the task bar as expected.

I did notice that Google search using Chrome browser filters search results based on restricted mode and the Norton add on is enabled.

Cheers

File Attachment: 
Kudos0

Re: Alerts and Logging not working.

Hi C69,

I'd like to have a remote session with you.  If you are interested, can you please send me a private message via the forum by clicking Inbox at upper right hand corner and let me know which state or country you are located in?

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Alerts and Logging not working.

I have managed to get Norton Family working properly now. Here is how: 

The Norton Family service starts automatically but fails due to the following error:

The Norton Family service failed to start due to the following error: The service did not respond to the start or control request in a timely fashion.

If I look in the Event Viewer under the Control Panel \ System and Security \ Administration Tools I see the above message appearing. The error (Event Id: 7000) appears to occur because the service times out waiting for other dependent services to load.

The fix to this problem can be found here:

https://support.microsoft.com/en-us/kb/922918

I implemented the suggested Microsoft fix and it appears to be working fine now.

I also switched off some notification tasks that may have been contributing to the Norton Family service timeout.

Kudos0

Re: Alerts and Logging not working.

Thanks for the update, C69.

Thanks,

Katie

Thanks Katie

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