• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Norton Family failing to report activity, both on website and in weekly e-mails

I have been using Norton Family Premier for about a year to monitor a child's Android phone.   A few weeks ago I updated to version 3.4.0.19 to begin using time supervision.  It seemed to work properly for a couple of weeks and then one week ago it stopped reporting activity.  When I look on the website and in the weekly e-mail report, it shows no activity at all, and no time usage.   I know that this is not true as I see the phone getting a significant amount of use daily.  I have searched the phone for a cause.  The Norton Family app on the phone indicates that it is running and at least once in this past week it did block the phone from working after the time limit was reached.  But nothing gets reported from the phone to the website.   I have tried uninstalling Norton Family on the phone and reinstalling it, but that did not work.  I can pinpoint the time that the trouble started by seeing the last text message reported on the website and then looking at the phone to see that other texts followed that but were not reported.  But that hasn't helped as I can't see any event (e.g. installing a new app) that occurred at the time the problem started.

Any suggestions for how to solve this problem?

Replies

Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Hi dclo,

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?

Also, please us know what version of Android is running on the device.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Hi dclo,

The team is checking into the issue.  In the meantime, can you please let us know if you happen to remember when the time supervision for this device was turned ON? 

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Katie,

I don't recall the exact date but time supervision was switched on at the same time I updated the device to the latest version of Norton Family, which would have been sometime in the first week or two of May.  I can also tell you that I checked my account on the website today and I see that as of yesterday, this device resumed recording time and activity on the website.  So at the moment the problem is resolved although it would be good to know what caused it in the first place.

Thank you,

Dclo

Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Thanks for the update.

Katie

Thanks Katie
Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Hi dclo,

When you reported the issue, one of the services for the program was not working.  We have corrected the issue and you should be able to retrieve activities now.

If you are still experiencing the issue, please let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Katie,

The problem is not resolved.  As of two days ago Norton Family again stopped reporting time usage and activity to the website.  I have again looked at the phone to see if I could determine a cause but I have found nothing.

Dclo

Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

dclo,

Just want to make sure I understand what happened correctly.  Is this true that after you first reported on May 26, then later it started showing activities for several days, then about two days ago, it started not showing activities again?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Katie,

That is correct.  And I can now report that yesterday it again started reporting but that lasted only about a half an hour and then again it stopped reporting.  To be clear, I am able to actually witness the phone in use during the times when reporting is failing so I am certain that there is activity that should be reported.  So it appears that this is an intermittent problem with the reporting function sometimes working and sometimes failing.  Is there anything that I should be looking for on the phone that would interfere with the reporting function?

dclo

Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Thanks dclo for the additional information.  I'll check with the team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family failing to report activity, both on website and in weekly e-mails

Hi dclo,

The issue was resolved by the Norton Family team.  You shouldn't experience the issue anymore.  Please let us know if it starts working for you.

Thanks

Katie

Thanks Katie

This thread is closed from further comment. Please visit the forum to start a new thread.