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Kudos0

Cannot See Outgoing Text Messages

I have tried absolutely everything from uninstalling an reinstalling the program to sending a log. However, nothing works I cannot see the out going text messages from my child's Samsung Galaxy S7. This has gone on for months with no explanation or improvement.

Replies

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @JC577,

   Can you kindly share the following information?

  • do you see the issue with only a few of the outgoing messages or is none of them reported?
  • if you do see a few of them, can you help us understand the exact sequence of steps, for e.g. whether messages are sent quickly one after another, with a few of them reported but not the rest?

   We hope you have upgraded your the app on your child's device to the latest version.

Thanks and regards,
Norton Family team

Kudos0

Re: Cannot See Outgoing Text Messages

Hello,

None of the outgoing messages are reported only the incoming messages from whomever my child sends messages to.

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @JC577,

   Thank you for sharing the information. We will investigate it, and post an update when we have more information.

Regards,
Norton Family team

Kudos0

Re: Cannot See Outgoing Text Messages

Good afternoon,

Have you made any progress with the issue that I reported?

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @JC577,

    I have sent you a private message requesting for some information. Can you kindly share the same?

Thanks and regards,
Norton Family team

Kudos0

Re: Cannot See Outgoing Text Messages

I have same issue and worked with support, captured and sent logs this past Wednesday, no word since.
Kudos0

Re: Cannot See Outgoing Text Messages

I have not received a solution and now I am unable to read any messages at all. This is ridiculous! The main reason for purchasing this product is to monitor text messaging and online activity. However, this product fails in that respect and no one provides customer service.

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @JC577,

   I had requested via private message, for some information about the issue with outgoing messages in your child's device  As we are unable to reproduce this issue with the Samsung S7 Edge device available with us, we kindly request you to share this information to help us understand the issue better.  

Thanks and regards,
Norton Family team

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @mbush,

   We could reproduce an issue with incoming messages in a few Samsung S series devices. While we will be providing a fix for this in our upcoming release, as an immediate workaround, you can turn off and then on (only once) the SMS permission for the app by visiting Settings->App->Norton Family->Permissions->SMS. You can then consider to block the Settings app (v4.8.2) to prevent your child from doing the same.

   As far as the issue with outgoing messages is concerned, it is possible that battery optimization could have impacted our app running in the background. If our app is running properly, whenever an outgoing message ts sent from child's device, the following notification should appear and then the message should be reported properly. So can please check if this notification is shown?

       "A text message has been shared with your parents"

Thanks and regards,
Norton Family team

Kudos0

Re: Cannot See Outgoing Text Messages

The issue is not with the incoming messages, they are being captured. 

For the outgoing text issue, no, that message is not present on sending a txt from the device. Could someone please follow-up on the incident I already have open? If battery optimization could impact the Norton app running in the background, then I would recommend you provide a solution for it not getting turned off. If this cannot be done, Norton should post information via product blog defining such. 

Thank you

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @mbush,

    An easy way to determine/cross-verify if Norton Family app is still running is to try to install a new app and see if it is reported. Can you kindly verify this? You can just launch the app to ensure it begins to run in the background

    To prevent app from being battery optimized, kindly do the following steps (along with blocking Settings App - step 3 below, this will be a one-time action).

  1. Open Settings->Battery->Unmonitored Apps->Add apps and then add Norton Family
  2. If the Battery saving mode on your child's device is set to "Mid" or "Max" (as you have a Samsung S series device), then turn on the "Background network usage" option  in the respective mode's configuration screen.
  3. Block Settings app (only available from v4,8,2) from parent app or portal.
  4. Now try sending the outgoing message (assuming you have launched the app again) and let us know if you see the notification mentioned in earlier reply and also the message activity being reported.

Thanks and regards,
Norton Family team

Kudos0

Re: Cannot See Outgoing Text Messages

App monitoring is working fine.

No joy on the outgoing text messages. Matter of fact, I do not see any of my test attempts populate the parent portal and my number is set to "Monitor"

Battery optimization is not turned on and the Norton app is set to unmonitored by battery optimization. 

Look forward to your call today so we can resolve or I can get my money back. 

Thank you, Jeff

Kudos0

Re: Cannot See Outgoing Text Messages

Hi @mbush,
We see activity logs of outgoing messages from your child’s device before Dec 2, after which it has stopped. Has the messaging app been updated or the default messaging app been changed in child’s device?

Thanks and regards,
Norton Family team