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Kudos0

Device reporting no activity

I keep getting email notifications from Norton stating that my child's smartphone is not reporting any activity. This is in spite of the device being used. If I try to go to a blocked web site on the device while logged in as my child, I am stopped from accessing the web site but the "no activity" messages keep coming.

Today, I received a message stating "The following device(s) have not reported any activity in the last 2 days. Check the device(s) to make sure that Norton Family has not been turned off or uninstalled." This is in spite of the fact that less than 48 hours ago I received a message stating "[Child's name] has reached daily time limit of 2 hour(s) and access to [device name] has been blocked." I also know that the device was definitely used by my child last night for Whatsapp.

I have tried uninstalling and reinstalling Norton and also removing the device from the account.

The problem has persisted ever since I first signed up to Norton Family. I decided to sign up with Norton after having long-standing problems with Qustodio - I was really hoping that Norton would be different...

Any tips or ideas?

Replies

Kudos0

Re: Device reporting no activity

I have been having the same issue. I took my sons phone and logged in as a parent on the Norton app on his phone to check things out, and for some reason after that I stopped getting the notifications. It’s like he wasn’t connected or something until I logged in on his phone.
Kudos0

Re: Device reporting no activity

Hi @beneix,

    Thank you for sharing your observation. We are currently investigating an issue similar to yours shared in another post, and will update when we have more information.

Regards,
Padmanabhan
Norton Family team

Kudos0

Re: Device reporting no activity

Hi,

Has there been any success in finding a solution to this issue?

I'm now on 12 days without any activity reporting.

Kudos0

Re: Device reporting no activity

Hi @A_Craig,

    Can you kindly log into portal and confirm if you are able to see the activities but getting this Inactive device e-mail by mistake (or) whether you are not seeing activities at all? 

Thanks and regards,
Padmanabhan
Norton Family team

Kudos0

Re: Device reporting no activity

@A_Craig,

Im not sure if you saw my comment above, but I was getting emails that there was no activity for my sons phone for days even though I watched him on his phone and I even took his phone and did stuff to see if it would show up in activities. It did not. Once I took his phone and logged into the Norton Family app on his phone through Parent mode and browsed around a bit in the app, it seemed to start working again. The next day, I stopped receiving the "no activity" emails and when I logged back into NF the next day, I could see activity again. You may want to give this a try and see if it works for you. Good luck!

Kudos0

Re: Device reporting no activity

Hi @A_Craig,

    As I replied earlier in this post, the Inactive device e-mail is an issue we are working on correctly. We'll post an update when the fix is available. 

Regards,
Padmanabhan
Norton Family team

Kudos0

Re: Device reporting no activity

This is why. Google made this program useless. Are they going to fix it or just keep charging us?

Kudos0

Re: Device reporting no activity

Ugh! So. Frustrating. I sure hope they can fix it soon. :(