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Kudos0

NF not monitoring text messages on Samsung S5 phone

Hello:

Norton Family does not seem to be monitoring text messages on either my son's Samsung S5 phone or Samsung tablet.  I've checked the permissions and they're all checked on his phone.  Please advise.

Thanks.

Replies

Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Hello momterri. Please read this article to see if you have performed all the required steps, including adding "New Mobile Friends" in step 6 of the Android section in the article.

Edited: Make sure you have your "House Rules" set accordingly as well

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Hi SoulAsylum:

Thank you for your reply.  The settings for New Mobile Friends and House Rules were both OK so I do not think that is the problem.

However, I did notice that when I switched Message supervision Off and then On in House Rules, a message box came up telling me that neither my son's Samsung S5 nor his Samsung tablet can have Message supervision because they have Android Versions 4.4 or later.  

Is this true?  If so, that seems quite old.  The phone is already on android version 9.

Thanks,

Momterri

Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Give your son's phone and tablet both a power cycle (restart) see if that clears the messages. Norton Family does support Android version 4.0 and higher so that shouldn't be the issue.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Thank you for your response SoulAsylum.

I tried rebooting all three devices (son's phone, son's tablet and my phone) but the message is still there and no messages are being monitored.  Norton Family shows his contact list but no messages.

Any other ideas?

TIA,

Momterri

Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Since you manually disabled message supervision, did you re-enable ALL permissions on all devices? Look at that and correct accordingly if applicable.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos1 Stats

Re: NF not monitoring text messages on Samsung S5 phone

Hi:  Thank you for another reply.

I might have discovered my issue.  

In an effort to solve the problem, I uninstalled and reinstalled NF on all 4 devices (my phone, son's phone, son's tablet and shared laptop).  NF is now working.  I believe what may have caused the issue is having installed NF on my son's devices using only his school (district issued) google account.  The school district has their own firewall and security protocols and limitations installed.  This may have been preventing NF from monitoring various parts of his activity (messages and I think other parts too).  When I added another "regular" google account, NF is working.  

This also makes sense in view of my recollection that initially I had both mine and my son's google accounts on his phone and NF was working.  But I deleted my account because NF was showing my entire contact list in the message rules area and my contact list was long and cumbersome and irrelevant to monitoring my son's message activity.  When I deleted my google account from his phone, NF stopped monitoring messages.

Does this make sense as a possible reason for what happened?

Thanks,

Momterri

Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Great news as always. That does indeed sound like what took place. Monitor this for a bit and make sure its the solution. If so please mark the thread as solved if you'd be so kind. Thanks for following up with feedback as well. I'm sure others will benefit from it.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Hi SoulAsylum:

I have watched the activity the last couple days and it does seem to be fixed. 

I appreciate your help.

Thanks,

Momterri

Kudos0

Re: NF not monitoring text messages on Samsung S5 phone

Awesome news!! And you are most welcome. The lights are always on here if you need us again. Have an awesome evening.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93