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Kudos0

Cant get location to work on my daughters Samsung G4

I have paid for the upgrade but cannot get the location service to work.

I have enabled location settings on the phone to max (3G and wifi) but it does not show the location.

What we get is : "Sorry! We couldn’t track the current location of XXXX XXXXXX. Please try after sometime"

Having paid premium and not got access to this service is not acceptable.

Replies

Kudos0

Re: Cant get location to work on my daughters Samsung G4

I have paid for the upgrade but cannot get the location service to work.

I have enabled location settings on the phone to max (3G and wifi) but it does not show the location.

What we get is : "Sorry! We couldn’t track the current location of XXXX XXXXXX. Please try after sometime"

Having paid premium and not got access to this service is not acceptable.

Kudos0

Re: Cant get location to work on my daughters Samsung G4

I am watching this with interest --- I am considering buying premiere for this feature (and others)....my kids do not have the hottest phone out there (wish *I* had a G5!!!) so if it doesn ot work with a G5, I doubt it will work with our older phones....   :(

Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi Mark,

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?

Also, please let us know what version of Android is running on the device.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi shadango,

Please let us know the following information and I will check for you to see if we support your phone.

1. What kind of phone it is.

2. What version of Android is running on the phone.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi Katie

Its the worlds most popular smart phone a Samsung Galaxy S4 running Android 4.4.2

The location mode is set to high accuracy

In the section below "recent location requests" Norton Family is not identified.

I have to say having purchased this premium product for this service having it unavailable is unacceptable.

Kudos0

Re: Cant get location to work on my daughters Samsung G4

Mark,

Thanks for the information.  Have you got a change to send me your Norton Family email address to me?  How to do that? Please check my previous post.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

my email address is that of my user name:

Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi Mark,

Thanks for the update.  To protect your private information, I've removed your email address from your post.  I've kept it in my record and reported this to the team.  I think it would be a good idea to use a more secure user name in the forum too.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

Thanks Katie

When will I get a response to my issue surrounding the S4 phone with the version of android it has.

This is now dragging on and I have no protection for my daughter !!!!!!!!!!!!!!!!!

Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi Mark,

The team is investigating the issue now.  While we are working on this, can you please check the following and let us know the results.

  1. In Portal, the location house rules for the child is ON and the child device (Samsung S4) is selected for the location.
  2. After doing the first step, please check in the child device, if the Norton Family displays message “My parent can monitor this device’s location”, if not, please “Click” House Rules from the side menu bar, with this the location supervision will get sync and will run and NF will send location around every 15 mins.
  3. Then please check if the location is now displayed, if not, please check if the Google Cloud Messaging App is up-to-date in the child device? This app will be present in the Running/All Apps in the device.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

I am still waiting for a reply after 9 DAYS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

On my lap top with the Norton Software on location is switched on.

On my child's hand set within the application it does not say "My parent can monitor this device’s location"

It does state however:

"my parent can monitor the web sites I visit"

"some catergories of web site are blocked"

"you are not allowed to uninstall the Norton etc etc etc etc "

I have recycled the on - off tag and saved on each occasion on my lap top the location selection, but this does not have any effect.

You say “Click” House Rules from the side menu bar", is this on my PC or my child's phone, if it is the phone where and how do I do that.

What is the "Google Cloud Messaging App" is this a specif app and does it need to be installed.

This issue is dragging on, how long do I have to wait for a final reply.

I am not happy.

Kudos0

Re: Cant get location to work on my daughters Samsung G4

I have now attempted to check and set up device location via my child's android phone.

I have done the following as indicated in the help section for this product.

  1. Log on to Norton Family app in Parent mode: Done
  2. Tap the child whom you want to manage: Done
  3. Go to the RULES tab: Done
  4. Under Activities, tap Location supervision, NOTE THIS OPTION IS NOT THERE
Kudos0

Re: Cant get location to work on my daughters Samsung G4

Thanks for the update.  We are working on the issue.

Thanks for your patience.

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

With respect Katie I have been waiting now for 12 days, during which having purchased this premium product my daughter is not protected.

This is beginning to look like your company cannot support any functionality for the android platform, nor has the ability to manage a clients expectation of a reasonable time period to resolve any kind of issue.

WHEN WILL I RECEIVE A SOLUTION !!!!!!!!!!!!

Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi Mark,

For turning ON location, please follow below steps

 1. In the child device, open Norton Family app. Ensure that device is connected to Internet.

 2. Click on the top left side menu-bar

 3. Click ON the House Rules from the Menu Bar.

4. House Rules will be loaded and the Location rule will be shown to user

If you still do not see the location rule, please login to Parent Mode in the device by selecting the parent mode option from the Menu Bar

1. You should enter the credentials to login to parent mode.

2. In the parent mode,  please open the Menu bar and select “Settings” as shown below

3. In the Settings screen, please select “Norton subscription”

4. In the Subscription screen, check if the Service shows  “Norton Family Basic”,  click on “Refresh” button.

5. After that you should be able to see the Norton Family Premier screen.

6. Please come to child mode, and follow the initial steps to update House Rules.

7. You should see the Location monitoring in House Rules now.

Please let us know in case you have any queries or clarifications or you are still not able to view the Location.

Thanks

Katie

Thanks Katie
Kudos0

Re: Cant get location to work on my daughters Samsung G4

Hi Mark,

Have you got a chance to try the steps in my previous post?  If you have any questions, please let me know.

Thanks

Katie

Thanks Katie

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