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Kudos0

Norton Family not working as designed

I am beyond frustrated right now.  I have blocked text messages on my child's phone and they are still going through.  It says not allowed per house rules but she can read and respond but the conversation isn't showing up online in the message log.  I was told to uninstall and reinstall app on her phone and messages still go through but no warning of house rules.   After talking to Level 2 tech support I'm told that it's never been supported on Android 4.4..........I know this has worked as designed a few months back as I've blocked text messages on her phone before.   Case #XXXXXXXX

Also, location services aren't working either.  It says "child's name" is not associated with any device that can be tracked using GPS or Wi-Fi.  Well she is on wifi at home and 4g when not so I don't see the problem there.  The answer I got from the tech on this was to come to the forums for help!

And when will picture mail show up?  and Facebook be monitored properly??  This is an issues I've had addressed before but still no luck getting it to work. 

We paid for this program and it's not working as described and it is frustrating!

[Edit: Masked the Case ID to conform with the Participation Guidelines and Terms of Service]

Replies

Kudos0

Re: Norton Family not working as designed

Hi sharieg,

Just want to make sure Norton Family has been installed and configured correctly on the phone, can you let me know if any functions work at all when monitoring phone?  For example, if you try to visit a forbidden website, do you get blocked?

If some function works, can you please send your Norton Family account email address to me by private message via the forum by clicking Inbox located at upper right hand corner?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not working as designed

I have sent you a PM Katie

Kudos0

Re: Norton Family not working as designed

Hi sharieg,

Thanks for the private message.  While the team is checking into the issues, can you please check the following?

For location services:

Please check the House Rules -> Location and check if the Android device is selected for the Location Monitoring

For Message supervision:

Please let us know  whether the child using default Messaging or using some other app like Whatsapp?

Also, Facebook monitoring is currently not supported in Android, user can block the app using App Supervision.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not working as designed

Yes, the cell phone is listed and marked for Location.

Yes, she uses the default program for text messaging.

Facebook isn't monitored via computer (Windows) either.

Thanks

Sharie

Kudos0

Re: Norton Family not working as designed

Oh and right now I don't have any people selected for text message blocking because even though she can read and respond, they don't show up in the log as a tracked conversation.

Kudos0

Re: Norton Family not working as designed

Hi sharieg,

Thanks for the additional information.  For facebook monitoring on Windows, please check the browser that your child uses to see if the add-on for Norton Family is enabled.  You can find it by clicking Tools -> Manage Add-ons in Firefox if Firefox is being used.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not working as designed

sharieg,

The program currently doesn't block the incoming messages for Android 4.4 device.  We can only monitor andnd this is done for native messaging app and not for other apps like Whatsapp.

For location monitoring, can you please check the following

  1. In the device whether Location Services option is ON and in that options “Use GPS” and “Use Wi-Fi” are turned ON.
  2. If the device has Google Play services app installed, and if this app is up to date.

Please let me know if you have any further questions.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not working as designed

It is 3.1.0.10 on Firefox and 2014.7.7.19 for IE10.  She mostly uses IE.

Kudos0

Re: Norton Family not working as designed

That makes no sense because I've blocked text messages before on her phone without issue.  The program worked as designed a few months back.  And what do you mean by this-"We can only monitor andnd this is done for native messaging app and not for other apps like Whatsapp.?? I don't understand. 

And location is now working.

Sharie

Kudos0

Re: Norton Family not working as designed

I'm still waiting for a answer for this issue!! 

Kudos0

Re: Norton Family not working as designed

sharieg,

The Norton Family for Android currently doesn’t monitor 3rd party chat app on the Android phone, like Kik.   The team is working on the issue.  In the meantime, please uninstall the 3rd party SMS app and just use the default txt application.  

 

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not working as designed

As I've told you before, there are no 3rd party messaging apps used on her phone!  This is the messaging app that comes with the Android phone!  Please fix!

Kudos0

Re: Norton Family not working as designed

sharieg,

Confirmed with the team that the program currently cannot block the incoming messages, we only monitor for Android 4.4 device. And this is done only for native messaging app.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family not working as designed

I'd like to know when the last update for Family has been as I feel there is an error in your programing.  Text message blocking has worked just fine in the past.  I'm not the only one having this issues and this is a major feature to have fail!  You also need to know that on Google Play your apps states this-Requires Android 2.2 and up.  That to me and anyone else means all features will work as designed because I have Android 2.2 or higher!

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