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Kudos0

NORTON FAMILY does not monitor the activity

Hello everybody. I installed correctly Norton Family on each of my computers. It runs with Norton Security Antivirus so no incompatibility is possible between the two. Even though its running correctly it does not tell me anything about the activity of my children's account. Yes i did assign the correct computer account to my child and it says everything is installed and working. But it doesn not. Anybody else has this problem?

Replies

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Eleonora,

To make sure the Norton Family program is installed and configured successfully, can you please answer these two questions:

1. Do you see a pop-up message at lower right hand corner saying you are being monitored after you log onto your PC as the monitored child?

2. If you log onto the PC as the monitored child and try to access a forbidden website, do you get blocked?

If Yes to both, 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: NORTON FAMILY does not monitor the activity

Hi Katie.

I have a similar problem.  I did confirm that when I login as my child, the message does pop-up indicating that the device is monitored.  However, when I check on the web portal, I see the following message regarding the device:

4/7/16 7:48 AM : The device has not reported any activity in the last five days. Please go to the device and check the Norton Family to make sure that it has not been disabled or uninstalled. [Dell Tablet]

The last activity I see in the Web and Search activities dates back to 3/23/2016.

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi EugeneAlfaro,

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
Kudos1 Stats

Re: NORTON FAMILY does not monitor the activity

I'm also having the same problem- no activity is recorded. It seems to be set up properly and the pop up window occurs when he logs on. If I have a site listed as blocked it does block it, BUT no activity is recorded at all, neither for web nor search. This is on Windows 10 and using Chrome as the browser. The extension is loaded in Chrome and the appropriate check boxes are checked. 

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Donr100,

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: NORTON FAMILY does not monitor the activity

We've got the exact same problem, no activities recorded in the last 7 days. 

Even when I know my son has asked me permission to visit some websites. 

This happened once before, then I uninstalled and reinstalled Norton Family, and it worked properly again, but I don't want to do this every 3 months? 

Kudos0

Re: NORTON FAMILY does not monitor the activity

Dear Katie, i really appreciate your work in trying to solve the problems Norton Family gives to my pc but i must tell you i had to uninstall it because it slowed my pc down so much and gave me other problems such as interfering and blocking the internet on some game sites (that i told the program are ok for my kids). Maybe it's the fact i have windows xp on that pc, i don't know.

Thanks anyway.

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Eleonora,

Thanks for the update.  We will continue to work on the issue.

Thanks

Katie                  

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Rene,

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: NORTON FAMILY does not monitor the activity

I have same problem, no activities recorded in the last 7 days. On my doughter's android phone I uninstalled and installed again, but no change. I don't know what to do. In the past it worked, but in the last months doesn't reports anything. I can controll the time, or block aplications, but I don't receive any reports.

Kudos0

Re: NORTON FAMILY does not monitor the activity

I have the same issue since quite a while. On the forum a few months ago I found the suggestion that I should reinstall, and so I did. For a while it worked fine again, however the problem is back now. Norton reports no activity while the account seems to be monitored (at least my daughter tells me that she sometimes she gets a warning for certain sites, but I don't get any emails and also my reports show "no activity in the last 7 days").

EDIT: this is happening on a Windows 10 x64 PC

Kudos0

Re: NORTON FAMILY does not monitor the activity

Thanks for the posts.  Our engineering team is investigating the issue.  I will keep you posted as soon as I get any updates.

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

Same problem for me too, will send KatieQ me account email address.

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi ValerioMatias,

Thanks for the private message.  To make sure you have installed and configured the Norton Family program correctly, can you please let us know if you try to visit a forbidden website as the monitored child, do you get blocked?

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Katie,

Yes, website monitoring is working, they get blocked and this is registered (also via emails I receive).

What's not working is Video and Time monitoring.

Any clue?

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi ValerioMatias,

Thanks for the update.  From another thread you posted, I know you asked about the video monitoring for Android, which is currently not available yet. Video monitoring is available for Windows devices.

Please let us know the Video and Time monitoring you mentioned here is about Windows device or Android device.  

For Time monitoring on Windows or Android device: 

Please provide some details on what you see that tells you the time monitoring is not working.

For video monitoring on Windows device:

Please check the browser that your child uses to see if the add-ons for Norton Family is enabled.  You can find it at
 
Tools ->  Manage Add-ons in IE if IE is being used.

Tools -> Add-ons -> Extensions in Firefox if Firefox is being used.

Go to chrome://extensions then Extensions in Chrome if Chrome is being used.

When the Norton Family program detects the extension is disabled, the Norton Family program sends an alert to the parent.  

The Norton Family program still logs Web activities and also blocks websites when the Norton Family extension is disabled.  The disabled functions are

*Social networking

*Safe searching

*Video monitoring (for Premier users)

*HTTPS web monitoring

If you always get the message (If the add-ons for Norton Family is always disabled), please check with the child to see if he/she knows or notices anything.  Normally the plus-in won't get disabled by itself.  If it does for some reason, please let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

I am having same issue i have i an receiving zero emails. Everything is installed properly as i have spent over six hours with a case manager from norton uninstalling and installing the progrM on my sons laptop. He is using chrome browser, websites are blocked but no emails or activity . All yhe issues with morton concerns me with having safety on the computer . Is there anywY to fix this issue ?? I paid for the premier subscription

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi tabithaklotz,

If you try to visit a forbidden website as the monitored child, do you get blocked?  If yes, 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: NORTON FAMILY does not monitor the activity

Hi tabithaklotz,

You should be able to see the activity logs now.  Can you please let us know if the issue has been resolved for you?  If not, our engineering team would like to have a remote session with you to check further on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

I'm experiencing a similar problem about 7 days ago my Norton Family stopped sending web activity reports. Although everything else with Norton Family seems to be working.

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Feldwinker,

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: NORTON FAMILY does not monitor the activity

False advertising. Video monitoring for YouTube does not work. I get the message  get the message add-ons for Norton Family is  disabled even when I no one is logged into the account. 

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi cfx,

Thanks for the post.  Since the subject of your post is different from the thread, I've moved your post to a new thread at 

https://community.norton.com/en/forums/video-monitoring-youtube%C2%A0doe...

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi Feldwinker,

Our engineering team checked into your NF account and found there are two kids in the account.  For one of the kids, logs submission happened on Nov 3 and for the other kid ,it is till Nov 9.

Can you please check again to see if the issue is resolved?  If not, can you please send me the following information by private message via the forum by clicking Inbox at upper right hand corner?

1. The name of the device

2. The name of the kid(s)

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

I am having this issue as well. I have two kids on my account and neither has any activity being reported. I have two devices as well, and have the same issue with both.  I have logged in on both kids accounts and do get the message about being monitored, blocking is working on forbidden sites, and the extension on Chrome is enabled. Please help resolve this issue.

Edit: I sent email for account in an email.

Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi celticladywolf,

Thanks for the post and private message.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

Hi celticladywolf,

I'd like to have a remote session with you.  If you are interested, please send me a private message and let me know which country and state you are located, so I know your time zone.

You can send the private message via the forum by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: NORTON FAMILY does not monitor the activity

@KatieQ We are having the exact same problem on one child's computer, but not on the other. No idea what the difference is. I'll PM you my email.

Kudos0

Re: NORTON FAMILY does not monitor the activity

Question: "@KatieQ We are having the exact same problem on one child's computer, but not on the other. No idea what the difference is. I'll PM you my email."

If you try to visit a forbidden website as the monitored child, do you get blocked on the computer? 

Thanks

Katie

Thanks Katie

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