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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 22.214.171.124 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?