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Kudos0

Child uninstalling Norton family

My child uninstalls Norton Family from his phone without any issues or passwords required. He has a Huawei p9 lite. All he needs to do is long press the app icon and drag it to uninstall and it is gone. No parental controls in place at all. My other child is the good one so he doesn't uninstall his but it just turns off. It's still installed but it just stops monitoring. He has the same model phone. Had nothing but problems since buying this. Can you sort this out please Norton? Thanks

Replies

Kudos0

Re: Child uninstalling Norton family

Hi @paulyeti,

Welcome to Norton Community!

We will investigate this issue and update you.

Thanks,

Devi AK

Kudos0

Re: Child uninstalling Norton family

Thanks
Kudos0

Re: Child uninstalling Norton family

Hello, The same problem exists on the smart phone Xiaomi Redmi 4A (Xiaomi and Huawei are in the same group). I assume it connects with used operating system as it is modificated form of Android. I am interested in solving this problem as well, so please let me know. Furthermore please sort out another problem - the rules of home - allowed hours of using the device sometimes works and sometimes not. It is also annoying. Thanks
Kudos0

Re: Child uninstalling Norton family

Any update?
Kudos0

Re: Child uninstalling Norton family

Hi @paulyeti,

The team is still investigating this issue.

The investigation is taking more time than expected because this doesn't look like a generic problem but a phone specific (modified android ROM) conflict. The team is trying to narrow down the issue to find the root cause of this problem to sort it out.

We'll update this thread as soon as we have more information.

Thank you for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos1 Stats

Re: Child uninstalling Norton family

Hi,

I have the same issue with the Honor 6A phone of my daughter... so hoping you can fix this issue soon.

Kind Regards

Kudos0

Re: Child uninstalling Norton family

Hi @Radoslaw,

   Can you please confirm what problem you notice in Xiaomi Redmi also? Is it that the app could be uninstalled or some features were not working? 

Also you have mentioned that time curfew hours are not working as expected? Is it in Huawei or Xiaomi? Can you please try to reproduce the issue and send us the debug logs?

Steps to share debug logs:

  1. Open Norton Family app->Tap on profile picture in top left corner
  2. Select the last option ‘Contact Us’ from the menu
  3. Enable Debug logs
  4. Reproduce the issue
  5. Open Norton Family app->Navigate to 'Contact Us'->Tap on 'Send Email'->Select an email client app(e.g. Gmail)
  6. Enter my email address in the 'To' field (logs will be auto-attached) and send it.
Kudos0

Re: Child uninstalling Norton family

Hi,

I have the same issue with the Honor 6A phone of my son... so hoping you can fix this issue soon.

Petr Babicka

Kudos0

Re: Child uninstalling Norton family

Hi @Radoslaw,

     Could you reproduce the issue? Can you kindly send us debug logs?

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