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Kudos0

norton family not recording web activity BUT still functioning to block prohibted sites

i checked my child's web activity online and was surprised to see no activity listed in the last 24 hours when i know that my child has been online. I was in fact sitting with them while they were looking up homework on the web during this period but there was no record of that (or any other) web activity.

I went back to my child's laptop and tried to access a prohibited website just to confirm that norton was still functioning on the laptop and on the child's account - family protection worked perfectly and blocked the site BUT i did not receive any alert of the prohibited site attempt and there was also no record of that web (or any other) web activity in the last day. 

I checked the timezone of the child's laptop and the specified time zone for my parental account in family configuration - both are set correctly. 

Any suggestions as to why Norton is not logging web activity and what I can do to resolve this? 

Thanks in advance!

Replies

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

and just received a flurry of emails warning me about attempts to access prohibited sites over the last 24 hours... 

went online and now my child's browsing activity for the last 24 hours is visible in the "activity" tab. 

Any thoughts on what happened or do i chalk this up to a random glitch and move on? 

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

HI jr356,

Can you please send me your Norton Family account email address, the child's profile name and the date the issue happened by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

I am having the same problem - since October 13th. Used Norton Support Chat which I think deleted and downloaded again Norton Family but still does not work.

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

I am also having this issue.  The app stopped collecting and sending data after about 4pm yesterday, 11/19/15.  Can someone please assist?

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi jakesjag,

Please check another thread you posted for the same issue at https://community.norton.com/en/forums/norton-family-not-recording-web-a...

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi Kristin,

Can you please wait for one day to see if the logs appear next day?.  There is max limit for logs to be uploaded to the server per device/day.  After the limit, they will appear next day.  What causing the extra traffic is mostly gaming apps. 

If not, 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 not recording web activity BUT still functioning to block prohibted sites

STILL SEEING THIS DEFECT

last activity displayed on the norton  family activity log for our child shows web browser usage on 11/21/2015 at 8:08 pm EST. No further activity is displayed. 

It is now 9:00 a.m. EST on 11/23, roughly 37 HOURS LATER and there is still no web activity displayed on the norton family acitivity log after 8:08 pm on 11/21. During this time, my child has definitely been using the web browser on his laptop (i've sat with him as he is doing his homework) and i've also checked that Norton is installed properly (even went to a couple of explicitly prohibited websites to make sure they would be blocked - they were). 

Katie - for the avoidance of doubt, there are no games installed on the laptop and all gaming sites are blocked.

I can understand that there may be some minor delay between when user activity on the computer takes place and when that activity is displayed on the activity log, but more than a day and a half without an update to the activity log seems to be clearly defective behavior. 

Katie - I have already PM'd you my account details on the laptop, can you please let me know what I can do to try and resolve this issue? Thanks in advance!

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Had same problem and it is still not working after support reinstalled it.
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Thanks for the update.  We are checking into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Thanks Katie - any update on what is causing these intermittent delays in user activity being reported on the activity console?  

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi All,

Can you please check the child's PC to see what version of Norton Family is installed on the machine.  To find version number, please click the Norton Family icon in the system tray and select “About Norton Family”.

If you have the latest version Norton Family 3.4.0.45 and still experience the issue, please let me know and I'd like to have a remote session with you. 

If you have older version of Norton Family (prior to 3.4.0.45), please update it to the latest version.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Katie - I am not got getting activity reports. This has been going on since Nov 13th. I have posted here before and you had sent me PM. Also I called support who I think just delted Norton and reinstalled it. Someone did follow up call and told them it was still not working but I was on my way out the door and could not go through it again. Any updates on your end as to what is causing the problem. I do have the latest version and also use Norton 360. Thanks Marilyn
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi jakesjag,

I'd like to have a remote session with you to investigate the issue further.  If you are interested, please send me a private message and let me know which country and state you are located in.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi jr356,

Our engineering team is working on the issue you are experiencing and like to check with you to see if  you are still seeing the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi jakesjag,

Our team has also been checking into this issue and they now see that logs are being reported from your machine.  Can you please check to see if the issue has been resolved for you?

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Katie,

This seems to be the exact problem I am having...is there a solution?

Kudos0

Re: norton family not recording web activity BUT still functioning to block prohibted sites

Hi zealot85,

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

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