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Kudos0

No voice messages with activated VPN

Hi everybody !

I have a problem with Norton familiy on my kid's iPhone SE (iOS 12, latest Norton on the device) - after the latest update of the Norton browser and the mandatory VPN, my kid is not able anymore to receive or send voice messages via WhatsApp or to receice any messages via Threema - Threema won't connect at all, neither via WIFI nor via LTE/4G.
Either voice messages via WhatsApp or messages in general via Threema should work properly (as these are tools the kids as well as we as a family are using pretty often) or at least being possible to administer, especially for a paid service.

An update on this issue is urgently needed - does anybody else have made the same experiences ? Is there any workaround or update planned ?

Thanks in advance !
Alex

Replies

Kudos0

Re: No voice messages with activated VPN

Edit: On the normal messages app from Apple, it works both ways, WIFI and LTE/4G with activated VPN.

Accepted Solution
Kudos0

Re: No voice messages with activated VPN

Hi PapAlex,

Could you please check if "Online Chat" category is blocked in your kid's web house rules on the Norton Family portal? If so, kindly unblock this category and relaunch the Norton Family parental control iOS app again to sync the changes. Post this sync, voice messages in WhatsApp should work fine. Kindly let us know if it helps.

Thanks and Regards,

Andrew.

Kudos0

Re: No voice messages with activated VPN

Hi Andrew !

Thanks, that was it, for WhatsApp as well as for Threema - but this has been changed with the latest update, right ?

Anyway, thanks for your fast support !

Alex

Kudos0

Re: No voice messages with activated VPN

Hi Alex,

Glad that it helped. 

Yes, this has been changed with the latest update - we have introduced a VPN feature by which the entire device is monitored for blocked websites/categories based on the house rules and not just the Norton browser.

More details can be viewed here.

Thanks and Regards,

Andrew.

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