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Kudos0

My son deletes Norton Family on Android

I just set my son up on a new gpad (android version 4.4.3).  First I had him set up as owner, but I read that I needed to make him a user so he didn't create another user to get around Norton Family.  So, I set him up as a separate user.  I had all the apps on there along with Norton Family.  I verified that it blocked websites and apps and I verified that when I went to Settings --> Application Manager that Norton Family wouldn't let you uninstall it.  So, I let him go.

Then I noticed that he was on longer than his time and there wasn't anything logging on my parent portal.  So, I took the gpad and discovered that Norton Family was not installed.  I was perplexed and reinstalled it.  I verified same things as above and let him go.

Again, I noticed that he was on longer and no data in parent portal.  And again when I went on, I learned that it was deleted again.  After questioning him, I learned what he is doing.  When he selects apps from home screen and the list of apps appear, if he selects the upper right corner to move the apps some of the apps have 'x' to delete them.  Norton Family is one of them.  When you select it, it prompts if you want to uninstall.  He says yes and poof Norton Family is uninstalled.  :-(

So, I read that I should set up a restricted user.  So, I set up a restricted user with Norton Family installed.  I verified that web page and applications were blocked and then went to Settings --> Application Manager that Norton Family wouldn't let you uninstall it.  I then went to owner account and blocked access to Norton Family.  I again verified the web and apps.  Then I went to app and selected the upper right corner and found that there was no x on Norton Family.  So, I thought I had solved it and gave the gpad back to him.  A few minutes later, I checked the gpad and HE HAD DELETED IT AGAIN!  I discovered that he rebooted it and did the same steps from before to delete it.

What do I do?  We have Premiere and it works on our Windows laptop and I thought it worked on our Androids.  It hasn't worked on my other son's iPAD.  My daughter got a Kindle for Christmas and now I've found that it doesn't work on the new Kindle FireOS.  So, now I'm paying for a service that I can't use as I had planned.  Is there a way to fix this?

Replies

Kudos0

Re: My son deletes Norton Family on Android

Hi 1amyb,

Norton Family would require password to delete the program.  From what you described here, it didn't sound the child was asked to enter Norton Family account password.

Can you please provide the manufacturer and type of the phone?

Also, 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: My son deletes Norton Family on Android

I thought the tablet had 'remembered' the password or my son figured it out, so I changed the password using my laptop and closed the web browser that I had accessed it to download.  Also, when I tried what he did, it didn't prompt me either.  :-(

It is an LG tablet (LGE VK810 4G) and does not have the sim card in.

I've sent you the account email through private message.

Thank you!

Kudos0

Re: My son deletes Norton Family on Android

Thanks for the update.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

Hi 1amyb,

Please check to see if you have enabled “Device Admin Access” for NF Android app. This can be identified on the Android device at Settings -> Security -> Device Administrator.

Please make sure Norton family is selected at the screen.

Please let us know if this helps.

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

Is it supposed to be set or not set?  It is currently not checked.

Thank you!

Kudos0

Re: My son deletes Norton Family on Android

It should be checked (selected).  Please check it and see if helps.

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

I found 2 ways that he is turning off Norton Family and I cannot find a way to prevent him from doing it.  First, he goes to Settings-->security--> tablet administrator and unchecks the Norton Family (he can also turn off norton security).  Nothing prevents him from doing this.  In the beginning, it didn't let him without a password, but after rebooting there is no restriction at all.  Second, he goes to Settings-->Accessibility-->Norton Family and disables it.  Again, there is nothing to stop him.  I have 2 users set up for him on this android device.  One is restricted and one is not.  Both behave the same with turning off Norton Family.  My children seem to have a knack for getting around Norton Family, maybe they should join your QA team.  :-)

Kudos0

Re: My son deletes Norton Family on Android

Hi 1amyb,

Thanks for the update.  Let's see how we can prevent our 'co-worker' from doing these :-)

Please check you Norton Family online account/email to see if you get any alerts after the child does these.

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

I have not gotten any notifications or activity from his device for 6 days and he has been using it.  I also found that he deleted the norton family app on one of the accounts within the last 2 days.  :-(  After I install it, I can't delete it, but after a reboot it can be deleted.  :-(

Kudos0

Re: My son deletes Norton Family on Android

Thanks for the update.  Our engineering team is checking into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

Hi 1amyb,

Thanks for the information.  Our engineering team has identified the issue, which happens to some Android versions and made corrections.  The fix will be available in our next release.

While we are working on the issue, can you please let us know if you get any alerts like “The device has not reported any activity in the last five days” for the device in NF web portal?

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

Katie, does this mean that password protection to remove Norton Family will take place? I only received the notification, but as my child is not physically with me right now nor his phone, I cannot just reinstall it.

Kudos0

Re: My son deletes Norton Family on Android

Do you have an ETA on the next release? Does it automatically update or do I need to manually update?

Thank you!

Kudos0

Re: My son deletes Norton Family on Android

Hi ConnorW,

The issue happens to devices with certain Android versions.  I want to check if you are experiencing the same issue as we have been talking about. Can you please let us know the Android version running on the monitored device?  To determine what version is running on your device, select Apps -> Settings -> About phone or About tablet.

You mentioned "I only received the notification", can you please let us know the exact notification you get?

Thanks

Katie

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

Android version 4.4.4. Norton Family Premier.

It said on the child screen that he is unable to uninstall Norton Family.

However, he went to device administrator, un-selected Norton Family and then went to the Application Manager, found Norton Family and uninstalled the software.

This is what I received

Norton Family Turned Off

Hi Connor,

Norton Family client on **** SGH-M919 used by **** has been disabled. Therefore, Norton Family cannot monitor the Internet activities of your children. To start monitoring, go to your child’s device and turn on the client.

For more details, sign in to the Norton Family website or Norton Family mobile app and click or tap Alerts.

Kudos0

Re: My son deletes Norton Family on Android

Hi ConnorW,

Thanks for the update.  This is the same issue as the previous user reported in the thread.  As I mentioned, the team has addressed the issue which will be available in the next release.

Thanks

Katie


 

Thanks Katie
Kudos0

Re: My son deletes Norton Family on Android

After doing more research, I found that Google will not allow anything on the Play store that requires a password to remove. Most Parental Control programs would be required to have parents install the application directly onto the phone in order to comply with this ruling. Installing it directly requires the temporary selection of unknown sources.

Kudos0

Re: My son deletes Norton Family on Android

Hi

The issue has been corrected in the latest Norton Family for Android 3.4.5.25.  Please check out the link to the update announcement for details.  Please let me know if the issue has been corrected for you.

https://community.norton.com/en/forums/norton-family-android-34525-has-been-released

Thanks,

Katie

Thanks Katie

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