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Kudos0

No Activity - Again

Hi - 

Someone else had posted they were showing no activity and since that was my problem I commented there that I was having the same problem.  Moderator responded to person who first posted the question.   I thought maybe I needed to post a new one.

This is a reqular problem for me and it sounds like others.   Every few months, Norton Family stops showing activity.  The last time for me was in June.    This time it showed Search Activity until Oct 8th and nothing since.   I dont't think it is even doing the Time shut off.  

I have 2 children on this and both are now working.

Since this is a regular problem, I wish we could post in the saved messages, what to do when it stops working.   Previously I called Norton and they would go into my computer, Delete and reinstall Norton Family.   That gets to be a real hassel.   Last time in June, I posted here that it was not working and within a day or so it started working.  

So please let's get this figured out.

Thanks, Marilyn Jacobs

Replies

Kudos0

Re: No Activity - Again

Hi Marilyn,

Ideally Norton Family should not stop working.  But if you see activities not being reported, please check the below.

  • Child windows account is associated with the child profile in Norton Family account.
  • Click Norton Family tray icon -> Click "View My House Rules".  Verify the House rules.
  • Norton Family extensions are enabled for Internet Explorer, Google Chrome and Mozilla Firefox.

After trying these steps, if you still face problem, please update this thread.  We will troubleshoot the issue.

Thanks

Kudos0

Re: No Activity - Again

It has stopped working for us every few months.     For awhile I thought it happened whenever there was an update to Norton but last time and perhaps the time before that there was no update.  

It is still not working at all now.    It seems like it goes off gradually with activity stopping first, then search actiity but not none of it is working.

Should I call?   As I mentioned, in past when I called over the phone they deleted Norton and reinstalled.   That takes so much time but maybe that is what I need to do next.   I really need to get this working again.

Thanks

Marilyn Jacobs

Kudos0

Re: No Activity - Again

Hi @jakesjag,

Could you please check if you are able to see the Activities now?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: No Activity - Again

I repeatedly have the same issue.  Norton Family will work fine for a few days, or even a couple weeks.  The, for no apparent reason, it stops tracking activity... sometimes all activity, sometimes just YouTube activity.  Then, also for no apparent reason, it will start working again, sometimes even updating the "backlog" of stuff it wasn't tracking.  It makes no sense to me.  Sometimes, an uninstall and reinstall works, and sometimes not (and who has the time to keep doing that anyway?)  Great product when it works, but that only seems to be half the time.  Not sure what else I can do?

Kudos0

Re: No Activity - Again

Hi ArnieB,

We are able to see your activity logs in the backend for the past one month.  Please check if you are able to see the activities in the portal.  If not, please attach the screenshot of the activities screen in the portal.

Kudos0

Re: No Activity - Again

There is still no Video Activity being listed, even though numerous YouTube videos are viewed each day.

Kudos0

Re: No Activity - Again

Hi ArnieB,

We are trying to narrow down the problem.  Please let us know if you are able to see activities for Web, Search and Time monitoring.

Kudos0

Re: No Activity - Again

Yes, I am still able to see activities for Web and Search  (I am not using time monitoring).

Kudos0

Re: No Activity - Again

Hi ArnieB,

We are looking into this.  We will update you soon.

Thanks

Kudos0

Re: No Activity - Again

I have Norton Family (free Version) on 4 PCs.  The latest install only tracked activity and blocked sites for a week or so and now nothing.  The other 3 PCs are working fine, just the one. This install was a few weeks ago. 

Kudos0

Re: No Activity - Again

Hi mjs_0671,

Please check for the below points.

  • Is Norton Family tray icon visible in Windows system tray.  If yes, does the tray icon show green color tick mark.
  • If the tray icon is visible and green color tick mark is missing.  Associate the windows account with child profile through Norton Family Tray icon. Click on Norton Family Tray Icon (available in Windows system tray) -> Click on "Edit Accounts" menu.
  • Check the house rules. Click on Norton Family Tray Icon  -> Click on "View My House Rules" menu.  This should display the latest house rules.
  • Check the house rules in portal by logging in https://family.norton.com/web/

If the above things are set right, and you still face problem, please let us know.

Thanks

Kudos0

Re: No Activity - Again

I've read the forums and have already done the noted actions.

  • Norton Family icon is Visible with a green check mark
  • PC and user is associated with the child.  Like I had said, this work on the PC for a few weeks and as of 10/23/17 it no longer monitors nor blocked sites.
  • House rules show exactly what should be happening but is not.
  • Already verified the house rules on the web site.

Still no monitoring nor site blocking.

Kudos0

Re: No Activity - Again

Hi ArnieB

Please check and confirm if you are able to view the youtube activities.  And let us know if you are facing issues.

Thanks

Kudos0

Re: No Activity - Again

Yes, things seems to be working again.  Thank you.

ArnieB

Kudos0

Re: No Activity - Again

Hi mjs_0671,

We are able to find the activities and login details in the backend.  If you still see the issue, please send us the screenshot of the child activities of Web and search in Portal.  

Thanks