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Kudos0

Email notification delay

I have Norton Family configured to send me an email when my child's device is unlocked with a PIN or when my child visits a blocked web site. There is a HUGE delay between the time a device is actually unlocked and the time I get an email. For example, wife unlocked my child's device with a PIN around 10PM on Monday and I got an email notification at 5.13AM the NEXT DAY. In another instance, my child visited a blocked web site around 6PM on one day and I did not get an email notification until 12.51 AM the NEXT DAY.

These notifications are useless if they arrive next day. Please let me know why this is happening and how to fix it.

Replies

Kudos0

Re: Email notification delay

Dear Ek1,

We are investigating this issue.

Could you please check by adding additional email addresses under "Child's Profile Settings " -> "Activity Notification Settings" and let us know  if you are receiving emails without delays on those accounts?

Thanks,

Pradheep

Kudos0

Re: Email notification delay

having the same problem.  between this and the fact that i get 20+ emails a day saying Accessibility is turned off, this program is not ready for prime time.

oh, just found out that even though i have hours to block everything, my daughter can still reply to text messages if someone texts her via Android shade.  brilliant.  

Kudos0

Re: Email notification delay

Hi @tools5150,
    Since you have mentioned about getting many Accessibility tamper e-mails, can you please confirm if your child is using a Motorola device with Android version > 7.1? If yes, please refer https://community.norton.com/en/forums/possible-fix-frequent-service-tam... for a possible workaround we have suggested. We will update the forum when we release a fix for it.

Regards,
Norton Family team

Kudos0

Re: Email notification delay

Pradheep,

All accounts are receiving the email with a delay. Today I received an email at 4.49PM Eastern saying that my child's 1AM curfew was reached. This issue happens on a regular basis. I also checked the email headers and determined there is no issue (meaning it took around a minute for an email from Norton to reach my Gmail account, so the problem is with the actual system at Norton that is generating these emails. It's either generating those emails with incorrect time stamps or there are severe delays or backlogs with the system that generates these email alerts.

Kudos0

Re: Email notification delay

Hi Ek1,

Could you please share below info to help us troubleshoot further:

1. The delays are observed from any specific device or from all the monitored devices?

2. All the emails are delayed or is there any specific type of emails that are delayed? (like "curfew was reached" kind of emails)

Thanks,

Pradheep

Kudos0

Re: Email notification delay

Pradeep,

1. Alerts are observed on multiple devices. They are both Android devices, but are from different vendors, run different versions of Android and are different device types (one is a phone another is a tablet).

2. All the emails are delayed,  but the delay always differs. FOr example, sometimes when I unlock my child's device with a PIN, I get a notification 5 minutes later and sometimes 7 hours later. Same goes for blocked web site alerts. It's completely random and almost never comes in right after the event occurs (which makes the whole thing useless). The notification email itself also does not have any time stamps indicating when the alert was generated, which makes troubleshooting even more difficult.

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