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Kudos0

Emil Notifications

Hi everyone, and thanks in advance.

I'm a Microsoft engineer by trade so don't hold back with the techno jargon.

I've got 3 child accounts and 3 parent accounts. One of the child accounts won't stop sending out email alerts for "Social Networking", "Discussion" and "Uncategorized" websites visited.

I've turned these off in the House Rules and I've forced a full update of the apps + House Rules on the child's mobile phone and PC but I'm still getting tons of alerts a day.

Anyone got any ideas?

Cheers, William

Replies

Kudos0

Re: Emil Notifications

Hi William,

First, I assume you have unchecked these categories "Social Networking", "Discussion" and "Uncategorized" at House Rules -> Web and SAVE it in your Norton Family online account.

It might take a few minutes for the rules get updated.  For the Windows device, to get affected immediately, please click the Norton Family icon in the system tray and click Update House Rules.

For the Android device, Have you tried to Refresh the house rule page?

Thanks

Katie 

Thanks Katie
Kudos0

Re: Emil Notifications

Hi Katie

Correct, I unchecked the three catagories and pressed save over a week ago but I'm still getting reports.

On the Android device we updated the app and refreshed the house rules on Wednesday but it has had no effect.

Cheers

William

Kudos0

Re: Emil Notifications

Also, I assume the websites with these categories are blocked when child visits them, not just getting notifications by you.

For the Windows device, can you please click the Norton Family icon in the system tray and click Update House Rules to see if it helps.

If not, 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?

Thanks

Katie

Thanks Katie
Kudos0

Re: Emil Notifications

Hi Katie I've PM'd you my account details. Here's the last message I got today: Warned on Restricted Website Hi Will, Jack was given a warning when Jack attempted to visit the following Website(s) that belong to the blocked Website categories: orig15.deviantart.net (Category: Social Networking) s-media-cache-ak0.pinimg.com (Category: Social Networking) s-media-cache-ak0.pinimg.com (Category: Social Networking) serebii.net (Category: Discussion) s3.amazonaws.com (Category: Uncategorized) For more details, sign in to the Norton Family website or Norton Family mobile app and click or tap Alerts. All these categories are disabled and if I go onto his device and browse to Facebook, Twitter etc. I get no warnings. Cheers William
Kudos0

Re: Emil Notifications

I received your private message.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Emil Notifications

Hi William,

Please you answer the below questions, so we can troubleshoot the issue further.

1. Can you please check you has enabled Norton Family extension in the browser?  If not could you please ask the user to enable extension and try again.

Please check the browser that your child uses to see if the add-ons for Norton Family is enabled.  You can find it at
 
Tools ->  Manage Add-ons in IE if IE is being used.
Tools -> Add-ons -> Extensions in Firefox if Firefox is being used.
Go to chrome://extensions then Extensions in Chrome if Chrome is being used.

When the Norton Family program detects the extension is disabled, the Norton Family program sends an alert to the parent.  

The Norton Family program still logs Web activities and also blocks websites when the Norton Family extension is disabled.  The disabled functions are

*Social networking

*Safe searching

*Video monitoring (for Premier users)

*HTTPS web monitoring

* Please confirm whether user is using supported browser(Chrome, Firefox, IE)

* Could you please collect the URL list which user navigates

2. Please confirm whether the child is using supported browser(Chrome, Firefox, IE)

3. Provide the URL list which user navigates that triggers the notification.  If you prefer, you can send it by private message.

Thanks

Katie

Thanks Katie
Kudos0

Re: Emil Notifications

Hi Katie

These alerts are originating from the child's mobile , and they're being repeatedly sent as an email alert to my email address. The child isn't actually visiting PornHub every day but I'm getting an alert that he is. This is because I went to the site on his mobile in an incognito window to test out the filtering. Since then it's sending an email alert to me several times a day.

This is definitely back end and not the devices themselves. Could you investigate further? None of the other child accounts are sending out repeating alerts.

Cheers
William

Kudos0

Re: Emil Notifications

Hi William,

In your original post, you mentioned PC and mobile phone. Also, getting mail alerts for "Social Networking", "Discussion" and "Uncategorized" 

In the latest post, you mentioned "these alerts are originating from the child's mobile , and they're being repeatedly sent as an email alert to my email address. The child isn't actually visiting PornHub..."

Are you trying to narrow down the issue that the issue is from Android phone, not PC?  

Also,  Besides emails for websites with category of "Social Networking", "Discussion" and "Uncategorized", you also get email for PornHub?

Thanks

Katie

Thanks Katie
Kudos0

Re: Emil Notifications

Hi Katie

The PornHub alert was generated by the mobile phone. I visited the site in incognito mode in Chrome.
The child does not know what PornHub is so would not be navigating to it every day.
I am receiving an email alert every day that the child was warned before going to PornHub. This suggests that the alerts are being automatically generated by the back end.

I do not have this issue with the other child on the account in the same house that shares the same computer so I can categorically rule out that the PC.

Can I get some phone support please? I need this issue sorting out as son as possible as getting alerts every day is doing my head in.

Kudos0

Re: Emil Notifications

Our engineering team is checking into your account.  We will keep you posted as soon as possible.

Thanks

Katie

Thanks Katie
Kudos0

Re: Emil Notifications

Hi,

Our engineering team checked into this and noticed multiple child and Android devices available in the family.

Can you please let us know the following by private message via the forum by clicking Inbox at upper right hand corner?

1. If you are experiencing this issue in all his Android devices or only on particular device assigned to a child.

2. Child Name

3. Device Name and the NF Android client version

Thanks

Katie

Thanks Katie

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