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Kudos0

Computer monitoring stopped working.

Where to begin?  About a half hour ago, I received about a dozen messages telling me that my son had visited blocked websites.  I went to your site to see what they were, and it showed NO activity since yesterday, and no blocked sites visited.  About 15 minutes later, my wife (who also receives the notifications) came to me, and lo and behold, there were pages and pages of web accesses (almost all NOT blocked) stretching back into the wee hours of last night.Well I am pretty sure that my son was not up all night on the computer.  In fact, if your software was working properly he couldn't have been, since it is set to log him off after 11 pm on a Saturday night.  Also looking through the list, there was tons of sites that it is very unlikely that he was visiting (a lot of sports stuff, in which he has no interest).  A lot of the links seem like they might have been just links to banner ads and stuff that might have been on other sites that he might go to. (Why do you show me that stuff?)So I got to wondering if my daughter might have a similar problem, and I find that it reported that her computer had not reported in for 2 weeks.  I go and check her computer, and the software was still installed, but it was not functioning.  To try and get it going again, I uninstalled it (why does the uninstall NOT ask for a password?).  During the uninstall, I had several things crash.  Eventually, it finished uninstalling, and I was able to install it again, and it appears to be working.Needless to say, my confidence in your ability to monitor my children has been severely shaken.  What the heck is going on here?  I really like your whole user interface, but if it doesn't work, I will be forced to look elsewhere.ThanksJohn Gaby [edit: changed title to better represent the post content.]
Message Edited by MikeLee on 06-14-2009 11:59 PM

Replies

Kudos0

Re: Computer monitoring stopped working.

Where to begin?  About a half hour ago, I received about a dozen messages telling me that my son had visited blocked websites.  I went to your site to see what they were, and it showed NO activity since yesterday, and no blocked sites visited.  About 15 minutes later, my wife (who also receives the notifications) came to me, and lo and behold, there were pages and pages of web accesses (almost all NOT blocked) stretching back into the wee hours of last night.Well I am pretty sure that my son was not up all night on the computer.  In fact, if your software was working properly he couldn't have been, since it is set to log him off after 11 pm on a Saturday night.  Also looking through the list, there was tons of sites that it is very unlikely that he was visiting (a lot of sports stuff, in which he has no interest).  A lot of the links seem like they might have been just links to banner ads and stuff that might have been on other sites that he might go to. (Why do you show me that stuff?)So I got to wondering if my daughter might have a similar problem, and I find that it reported that her computer had not reported in for 2 weeks.  I go and check her computer, and the software was still installed, but it was not functioning.  To try and get it going again, I uninstalled it (why does the uninstall NOT ask for a password?).  During the uninstall, I had several things crash.  Eventually, it finished uninstalling, and I was able to install it again, and it appears to be working.Needless to say, my confidence in your ability to monitor my children has been severely shaken.  What the heck is going on here?  I really like your whole user interface, but if it doesn't work, I will be forced to look elsewhere.ThanksJohn Gaby [edit: changed title to better represent the post content.]
Message Edited by MikeLee on 06-14-2009 11:59 PM
Kudos0

Re: Computer monitoring stopped working.

I had a batch of blocked email in the middle of the night the other day. The visited site turned out to be an IP address. I think this may have been caused by one of the children leaving the PC running and I think it was Windows update that was getting blocked as that runs in the middle of the night.

Unfortunately you cannot allow ip addresses only urls so I am not sure how to resolve this.

Kudos0

Re: Computer monitoring stopped working.

Windows update does not use IP addresses, in fact we allow Windows updates to occur and we do not log or block them.

You say you had a batch of blocked email, what does your activity view look like? This should show why the emails were sent, each item that an email was sent should be indicated by "red".

Matt

Kudos0

Re: Computer monitoring stopped working.

Gee, it is nice that you are helping that other guy out (the one who hijacked my post), but how about addressing MY problems?  I am just about ready to dump this program and switch back to what I was using before.  It is a pity though, since it SEEMS to have a lot of potential.
Kudos0

Re: Computer monitoring stopped working.

Ok I will try and answer what I can, however there is a lot of missing information, here goes: 


JohnGaby wrote:
Where to begin?  About a half hour ago, I received about a dozen messages telling me that my son had visited blocked websites.  I went to your site to see what they were, and it showed NO activity since yesterday, and no blocked sites visited.  About 15 minutes later, my wife (who also receives the notifications) came to me, and lo and behold, there were pages and pages of web accesses (almost all NOT blocked) stretching back into the wee hours of last night.Well I am pretty sure that my son was not up all night on the computer.  In fact, if your software was working properly he couldn't have been, since it is set to log him off after 11 pm on a Saturday night.  Also looking through the list, there was tons of sites that it is very unlikely that he was visiting (a lot of sports stuff, in which he has no interest).  A lot of the links seem like they might have been just links to banner ads and stuff that might have been on other sites that he might go to. (Why do you show me that stuff?)If you are not using Internet Explorer or Firefox we have no way of knowing which links are "embedded" or not, so we log all of the visited sites even if you child didn't directly go to them. What browser is your child using? What version? What OS? So I got to wondering if my daughter might have a similar problem, and I find that it reported that her computer had not reported in for 2 weeks.  I go and check her computer, and the software was still installed, but it was not functioning.  Interesting, what does "not functioning" mean? Did you try to go to a blocked site? Was the "paw" in the tray icon? Did you actually set up the product? It would appear from your next question, no you did not.To try and get it going again, I installed it (why does the uninstall NOT ask for a password?).  It should always ask for a password, it makes no sense why it would not ask for a password. Do you have an internet connection on that machine? Did you delete the profile from the website for this machine? If you didn't get asked for a password on uninstall that can only be if you didn't actually connect that machine to your family on the website.During the uninstall, I had several things crash.  What does "I had several things crash' mean? What crashed? What were the programs that crashed? Do you have other Antivirus or firewall software on your systems?   Eventually, it finished installing, and I was able to install it again, and it appears to be working.Needless to say, my confidence in your ability to monitor my children has been severely shaken.  What the heck is going on here?  Would like to have a good answer here for you however given all the different questions I have above, I can only surmise that you didn't configure it properly or that some other software had conflicts with Norton Safety Minder. I really like your whole user interface, but if it doesn't work, I will be forced to look elsewhere.ThanksJohn Gaby

Hope this helps.

Matt

Kudos0

Re: Computer monitoring stopped working.

Thanks for the response.

If you are not using Internet Explorer or Firefox we have no way of knowing which links are "embedded" or not, so we log all of the visited sites even if you child didn't directly go to them. What browser is your child using? What version? What OS? 

My son's computer is running Window's XP.  He uses both Firefox 3.0.5 and IE7.  I still see tons of links reported that are not to actual web pages, but to banners, images, and such.  In fact there is so many links, that it makes the reports somewhat limited in use.  Also, I do not understand why got a ton of reports during a time when the computer should have been blocked due to the time restrictions.  It is possible that he left it on all night and banner refreshes and whatnot where what I was seeing, but why didn't it log him out?

Interesting, what does "not functioning" mean? Did you try to go to a blocked site? Was the "paw" in the tray icon? Did you actually set up the product? It would appear from your next question, no you did not.

My daughter is using Windows Vista Home, and running IE7.

When I say that it was "not functioning" that is exactly what I meant.  There was no paw in the system tray, it did not block websites, it did not report activity to your server.  There was no evidence whatsoever that it was running at all.

And YES, I did have it properly installed.  I had it working, and it was blocking websites, and reporting activity to your server.  It probably worked for at least a week.  Then when I was having the trouble with my son's computer, I check on my daughter's and found it had not reported in for 2 weeks.

And as I said, when I went to uninstall, it did NOT ask for a password.

What does "I had several things crash' mean? What crashed? What were the programs that crashed? Do you have other Antivirus or firewall software on your systems?   When I said "I had several things crash" I mean that during the install, several times I received the "Program has failed and has to close" message, indicating that some program that was running crashed.  It was not clear what program it was talking about, but I assumed that it was something that the install process was trying to shut down.  Anyway, the install did finally complete, and I was able to re-install it, and get it working again.  So far it seems to be working ok so far.Would like to have a good answer here for you however given all the different questions I have above, I can only surmise that you didn't configure it properly or that some other software had conflicts with Norton Safety Minder.My daughters computer is pretty new, and does not have much on it beyond what it came with.  Interestingly, it came with, and is running, Norton Security.
Kudos0

Re: Computer monitoring stopped working.

For your daughters machine, it sounds as if the product was somehow tampered with, and or partially removed. It's possible that something went wrong with the product, but the fact that uninstall did not ask for a password is a little concerning. Is it possible that your daughter tried to remove the program?

As for your son's machine, reporting many more items than you think, it also depends on the site and how it's structured. Some websites are structured in a way that Norton Safety Minder can't determine the difference with embedded or top level. What specific sites is he visiting and which are showing as incorrect? Send a screen shot either to my email or to a private message if you like. My email is in my profile.

"Program has failed and has to close" messages should indicate which program, this is an important piece of missing information. If I had that I could be of more help for sure.

As for Norton Internet Security compatibility, we have full compatibility with it.

Matt

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