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Kudos0

Family not showing activity since Nov. 13 - Auto renewed and still not working

November 13th was last time Norton showed any activity reports. It does block websites but just does show any activity or send me report. Support deleted and reinstalled but that did not work. Support also took some sort of reports for engineers but nothing from that either. Family was automatically renewed and not coming up on renewal of Norton 360 but not sure I want to do that if it does not work. Thanks Marilyn

Replies

Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Marilyn,

When you log into the Norton Family website are you selecting the child and viewing activities? What if you change the filter to "all events"?

Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Everything stopped November 13 except that websites are still blocked. I do not receive emails with their activity, I can't log in to see what sites they are going to. None of the web activity is being passed on to me. I see that quite a few people have had the problem but no one has said how they fixed it. Norton support deleted the software and reinstalled it with out it working.
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Hi jakesjag,

Thanks for the update.  You said "I can't log in to see what sites they are going to..".  Are you saying you are not able to log onto your Norton Family online account?  

I thought you are able to log onto your Norton Family online account, but don't see any web logs at Activity -> Web, which one is correct?

Thanks

Katie

Thanks Katie
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Katie - I'm so sorry I did say that wrong. I can log on but it shows no activity. It still blocks sites. I also received email about monthly activity but it still showed no activity. My Norton 360 expired and Family Premier auto renewed. I was thinking of calling and walking through from beginning again. I think I am going to go with 360 again. Thanks Marilyn Jacobs
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

I'm checking with the team on this and will get back to you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Hi jakesjag,

Our engineering team analyzed the logs that I had collected earlier and they found that the logs were being generated from your machine.

We reported this to you at another your post at https://community.norton.com/en/comment/6815621#comment-6815621 on Dec 15.  Did you see any logs reported around Dec 15 or you are not able to see the logs again lately?

Also we would like to know the child name and machine name, for which you are not able to see the logs.

You can these information to me by private message via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Hi Katie - It still shows no activity starting since Nov 13. I did not see any logs around Dec 15th. The name on it is Lauren. The computer is a Dell SRS Premium Sound Inspiron. As far as I know, nothing changed since Nov. 13th. It just stopped showing any activity. Thanks Marilyn Jacobs
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Hi jakesjag,

Thanks for the information and private message.  I will continue to work with the engineering team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Had contact with Norton Support - not sure if it was the engineering team - but what they did to get it working again was to remove all the shown activity. He seemed to say that was what was causing the problem and it worked. I asked if I should delete it from time to time. He seemed to be saying it would not be an issue again. I don't know but if it does happen again, that will be what I start with. Wanted to let you know in case it came up for anyone else. Thanks Marilyn
Accepted Solution
Kudos0

Re: Family not showing activity since Nov. 13 - Auto renewed and still not working

Yes. They are from our Norton Family engineering team. I worked with them on the issue using the logs that we had collected.  They found that the web logs were being generated from your machine, so you should be able to see the logs.  Since you were still not seeing the logs, they contacted you for a remote session.

I'm glad to hear it's working now.  Thanks for the update.

Thanks

Katie

Thanks Katie

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