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Kudos0

Cannot add "allowed contacts"

My son is using Galaxy J5 2016 model, and I have iPhone (with Norton Family access via web) and PC.

It looks like house rules settings are working slightly different between web dashboard and the app installed on my son's device. I could manage to configure "allowed and blocked" time, as well as "PIN" number change. But I could not add contacts neither on Galaxy J5 device nor on website. On web interface it just displays "Unable to update child policy", and on Galaxy J5 ... when I add contact button and type in couple of name/phone, it shows progress bar animated, but then nothing happens.

I guess Norton Family App on Android behaves differently per vendor/model ... but I'd like to figure out where I can add numbers.

Thanks,

Bosco

Replies

Kudos0

Re: Cannot add "allowed contacts"

I just found that ... it won't accept Korean characters in the name field. Please check it out and I hope it can be resolved. And let me know if there are additional areas that cause similar errors.

Kudos0

Re: Cannot add "allowed contacts"

Hi hibosco,

Thanks for the update.  

Are you using the US version or Korean version?

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot add "allowed contacts"

Hi hibosco,

For now, please visit the old portal using this link https://family.norton.com/familysafety/ and click on “Continue to Old Website” link.  You should be able to use Korean characters.

We have identified the issue for new portal and will correct this in a future release. 

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot add "allowed contacts"

Hi Katie,

When I logged in after seeing this message. My setting went wrong - my child setting has gone away. Could you check what happened immediately? What did you guys change?

I had my son's profile "승재", and it was connected to his device profile "승재 SM-J510S". I couldn't even create a new child profile via the old website. And it shows error message - "Oops something's wrong".

One funny thing is that my son's device is still running Norton Family App (Android) with the previous setting I put - but there's no way to access that from anywhere (PC web, iPhone web, or even from that Android app by switching to the parent mode).

Please ... please revert the configuration so I could use what were available. "Korean name" inputs are not a priority thing now. I lost access/control to my son's device now.

Bosco

Kudos0

Re: Cannot add "allowed contacts"

Hi hibosco,

We are checking into your account.

Can you please let us know

1. If you use the "old" portal from the link https://family.norton.com/familysafety/ and click on “Continue to Old Website” link or use the "new" portal?  You can use a different browser if you don't get the option to switch between the "old" and "new" website.

2. Do you see the same issue on both websites?

Thanks

Katie

Thanks Katie
Kudos0

Re: Cannot add "allowed contacts"

First time I found that my settings are gone - was on my iPhone Safari browser - and it didn't allow me to go to the old site. And then I tried to switch to old site on my Safari on MacBook. The settings were lost, and when I tried to create a new profile, it showed an error and the web site was redirected to the new site. And then when I tried to change the settings on my son's device. The settings on his phone was still running - but it looked like the it was isolated. I changed to parent mode but it showed the new website. I'm afraid I'd lost all the settings including the whitelist and the blocked sites. I'll wait for your feedback - but I'm hoping to revert back to the stage before I reported Korean text input issue. Thanks, Bosco
Kudos0

Re: Cannot add "allowed contacts"

Hi hiBosco,

Thanks for the update.  Our team is actively working on the issue.  I will keep you updated as soon as I get an update.

Thanks

Katie

Thanks Katie

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