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Kudos0

norton family not working in huawei P8

We have not been able to get any reporting on my son's android mobile usage or web search report ..  Can this be corrected? Please let us know what to do to get things back on track. Alerts and Logging not working.

Replies

Kudos0

Re: norton family not working in huawei P8

HI RAJAGOPAL,

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

Can  you please let us know the following and we will check the issue further?

1. What version of Norton Family is running on the machine?  To find the version number,  please go to your Android device, click Menu ->  Settings ->  Applications ->  Manage applications ->  Norton Family.

2. What version of Android is running on the device?  To determine what version is running on your device, select Apps >  Settings >  About phone or About tablet.

Please let me know what is the reason you included the link "Alerts and Logging not working." in your post?  The issue reported in that thread was about Windows OS, not Android, so these reports are not related.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

If My son restarting his mobile, Norton family is going to off mode. I am not able track any activity of my son mobile from my laptop. Once again He need to open the Norton family app. , then I can able track activity of my son mobile from my laptop. So my son learned this shortcut, now cannot use Norton family, no use. Please rectify as early as possible. I am watching my son activity from https://family.norton.com/familysafety/activityList.fs.

Kudos0

Re: norton family not working in huawei P8

Hi RAJAGOPAL,

Thanks for the additional information.  Can you please answer the questions I asked in my previous post, so we can check into the issue further?

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

1. Norton family version : 3.4.1.21 2. Android version : 5.0 I am not able to check the forbidden website get blocked. I am in aboard. But I am able track the location , websites, apps status if Norton family in on mode. While restart the mobile, Norton family going off mode, we need to open the app, then on mode, I can able to track.
Kudos0

Re: norton family not working in huawei P8

1) Norton family version : 3.4.1.21 --- 2) Android version : 5.0. I am not able to check the forbidden website get blocked. I am in aboard. But I am able track the location , websites, apps status if Norton family in on mode. While restart the mobile, Norton family going off mode, we need to open the app, then on mode, I can able to track.
Kudos0

Re: norton family not working in huawei P8

Hi RAJAGOPAL,

Please check out the link below for things you should do for parental supervision on Android 5.0 devices

https://family.norton.com/familysafety/help.fs?action=androidLinstructions

Also, Norton Family currently supports search for Windows devices, not yet for Android devices.  The team is working on the feature.

Details on what features are available for Windows and Android devices, please check https://family.norton.com/familysafety/features.fs

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

I verified setting as you said above, but still, if I am restarting the mobile , Norton family app going to be OFF mode, I am not able track any thing. If I am opening the Norton family app, then only, it's starts working, after restart. My children are learned this issue, no use of your Norton family , please resolve this as early as possible.
Kudos0

Re: norton family not working in huawei P8

Hi RAJAGOPAL,

Thanks for the update.  For the issue "restarting his mobile, Norton family is going to off mode.", this seems to be an issue specifically to Huawei manufacturer.  Our engineering team is checking into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Sorry, is there any outcome for this issue now? I have the same and I don't find any answer on the net. Thanks.

Kudos0

Re: norton family not working in huawei P8

Thanks for the inquiry.  I will check with the team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Any results?

Kudos0

Re: norton family not working in huawei P8

Hi Felix L.

Thanks for the inquiry.  I reported the issue to the engineering team and they are checking into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Hi

Norton Family on my P8 Lite is not blocking pornography sites. It records the attempt in the web history report but does not actually block the site. 

Please don't refer me to the page on "Things to do for parental control on Android 5.0" because the 'user' and 'profiles' concepts do not apply to this phone. When you start the phone for the first time you login to Google and that's all. Since NF is installed on the device as child mode and parent mode is password-protected I would expect this to work as with previous Android versions. Please advise for the sake of the reputation of this product. 

Kudos0

Re: norton family not working in huawei P8

I have the same problem on huawei P8 lite! Please help us.

[Note: added German Forum post. 2016-03-07BS]

Kudos0

Re: norton family not working in huawei P8

What browser are you using?

Kudos0

Re: norton family not working in huawei P8

I'm using the standard browser for the Huawei P8 Lite. 

Kudos0

Re: norton family not working in huawei P8

Thanks for the information.  The issue has been reported to the engineering team and they are checking into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

NF does not work on the Chrome browser either. 

Kudos0

Re: norton family not working in huawei P8

Thanks for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Hi, the first report here is from August 13, 2015. Today, we have February 16, 2016. So we are talking about 187 days since there is no solution for this issue. I bought this product, i.e. I am your customer. Unfortunately I cannot use the product for my son's mobile, because the product has an issue which is not solved since ages. So how is Norton planning to SUPPORT me and the other impacted customers? I'm talking about Norton and not some garage company.

Kudos0

Re: norton family not working in huawei P8

Hi Felix,

Thanks for the inquiry.  This issue seems to be related specifically to Huawei manufacturer.  Our engineering team is checking into the issue.  I'll check with the team for an update.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Still no update?

Kudos0

Re: norton family not working in huawei P8

The engineering team is checking into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

I assume that the engineering team is still checking .....................................

My NF license will expire October 1, 2016. So almost half-time and still could not use the purchased software on Huawei P8. Worst thing is that my kid can see all that crap on the Internet and I cannot stop it. So even a refund can't make it better.

Kudos0

Re: norton family not working in huawei P8

Hi Felix L.

I'll report this to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Any news?

Kudos0

Re: norton family not working in huawei P8

Hi Felix,

Thanks for the inquiry.  I'll let the team know about your post.

Thanks

katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Hi 

For now, can you please try to get all the latest OS updates that are published by Huawei for the Android device and check if that helps.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

I double-checked. It always had the latest OS updates. I re-installed NF and then it worked somehow, i.e. the notification were sent but the sites were not blocked, although "Block website" is checked. Anyway, as soon as I restarted the smartphone, Norton Family was completely "dead" again - no blocking, no notification, nothing.

Kudos0

Re: norton family not working in huawei P8

Anything else I can do? Any news?

Kudos0

Re: norton family not working in huawei P8

Thanks for the inquiry.  I'll check with the team on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Hi, we fell for the huewai p8 lite too, based on processor power and price, and, after some trials, I achieved some blocking of sites with Norton family - even in incognito in chrome. I need to check again today because the notifications have stopped.

After I found it easy to get through Norton, I went to MM and then Safeteen. I could not give either of the latter Accessibility rights - a button for OK would not accept selection - it was as if it was greyed out, but it wasn't grey. The cancel button worked fine! After a lot of to and fro between me and support guys, Safeteen it was who suggested "After detailed investigation of your issue it has been found that you have few softwares on target-device, which have been installed to control screen-brightness of this device. Perhaps, these screen brightness related softwares are not allowing you to enabled Accessibility Service successfully". Using that tip - I went looking for code and found a reference to screen-wiping text entry as devised by Huwai. Once I had disabled this I was able to select the 'ok' option to enable accessibility for Norton family. However, this was for secureteen. I have not tried it with MM. In fact, secureteen was still not stopping my attempts at using the apps it claimed were blocked! I'd blocked both browsers but these were not disabled at all. I would try MM again but, having paid for it, I have reinstalled Norton Family and because I have not been able to beat it yet and so it offers me more peace of mind even if I am actually under a false apprehension! If I have any reason to doubt Norton, I'll try MM. I take my parenting very seriously and I'm grateful for efforts in this area of software development but unless Norton get this to work I'm getting a refund. I may even take the phone back (clock ticking - I have 14 days!) if I can't be more sure of getting parental controls to work properly. But then the question is what combination of phone and software actually gives me the control I require... What I worry about most is unfettered access to the Internet and I find it amazing how hard it is proving to prevent that. 

Come on Norton - this amount of delay in fixing your own bugs is really poor. How do you account for it? Have you no professional pride?

Kudos0

Re: norton family not working in huawei P8

OK - I have just established that when the device goes into lock-screen and back into operation, that action alone is enough to turn off Accessibility for Norton Family, thus muting even the device-level blocking I thought was meaning that things were starting to go my way. Interestingly, when Accessibility for Norton Family is on and I try to disable it I get the splash screen preventing me, but my child does not even need to know about Accessability - just lock the screen and Norton is flipped over like a prone beetle. My child is all over social media (fb and snapchat especially) but I've not had a single notification or even a single line about that appear in the tab for social media. Clock ticking Norton.

Kudos1 Stats

Re: norton family not working in huawei P8

Hi All,

The issue is specific to Huawei devices and it is reported as an issue in Huawei Forum

https://community.gethuawei.com/devices/mate_2/f/2/t/2051

Please follow the below work around that makes the Norton Family features while they are working on the issue.

Please enable the following options  by navigation the options in Settings App

1. Settings > All  > System > Accessibility > Norton Family Accessibility Service  > ENABLE

2. Settings > All > Privacy & Security >  Protected Apps  >  NortonFamily  > ENABLE

If the issue stills persists on some device models, please let us know and we will check other options.

In some Huawei models, restart may be required.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Thanks Katie, I will try this later. Although I am curious to know what enabling the sleep log actually does - is that just logging the activity on the phone for diagnosis or will it somehow prevent Norton being tamed everytime the device is locked? Meantime, since I may well return the device if it doesn't work, is there a brand or model that Norton actually does work on reliably? This is a serious question - I'm not trying to be snarky.

Kudos0

Re: norton family not working in huawei P8

Hi MikeRJohnson,

Thanks for the update.  Please first try step #1 & 2 and let us know if they help to resolve the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Some success... When these steps had been taken some security software, CMaster by Cheetah Mobile and CM Locker popped up. They offered to 'fix' something. Thereafter, a restricted user can't turn accessibility off but they can turn Norton off from being a 'protected app' without any safeguard. Perhaps these apps need to be removed to lock things down?

Kudos0

Re: norton family not working in huawei P8

Thanks for the update Mike.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Update - the online report of Web activity has not been updated for two days. Norton family blocks disallowed websites in Chrome (incognito or not) however the native browser blocks nothing. Not good. This is with both accessibility and protected application switched on for Norton family. Any updates from the developers?
Kudos0

Re: norton family not working in huawei P8

Hi MikeRJohnson,

CMaster or CM Locker do not impact Norton Family.

Norton Family currently doesn’t support native browser in Huawei. I'll forward this enhancement request to management team.

Kudos0

Re: norton family not working in huawei P8

Thanks for that update Tharani about the CM apps and the native browser. Now I am wishing I'd taken the device back but the cool-off time has passed. I would really have liked to have known about this support hole before today. It really is a gaping hole in your product - anyone involved in this thread will agree. I'll be getting in touch with MM to see if they can improve on Norton's offering and if they can I'll be looking for a refund. This has taken a lot of time to get to the bottom of. Indeed, I feel like you should be paying me for the level of input I've been giving.

Kudos0

Re: norton family not working in huawei P8

Hello,

Regarding the statement "Norton Family currently doesn’t support native browser in Huawei", is there a workaround ?

I really felt like NF was THE solution for my family but my 3 kids are equipped with Huawei and...I can't get this to work.

Thanks for your help

Kudos0

Re: norton family not working in huawei P8

Would it solve the problem to change the launcher (if possible) in order to get rid of EMUI 3 ?

Kudos0

Re: norton family not working in huawei P8

Hi Pdlc,

For Android device, Norton Family supports the following browsers.

  • Android Browser
  • Google Chrome for Android
  • Norton Identity Safe Browser

For the issue that Norton Family Android doesn't start up automatically after reboot, did you get a chance to try the steps described below?

https://community.norton.com/en/comment/6999991#comment-6999991

Thanks

Katie

Thanks Katie
Kudos1 Stats

Re: norton family not working in huawei P8

Thanks for your reply Katie.

If you think about the following "procedure":

1. Settings > All  > System > Accessibility > Norton Family Accessibility Service  > ENABLE

2. Settings > All > Privacy & Security >  Protected Apps  >  NortonFamily  > ENABLE

-> Yes I did test it.

- Right after enabling it, it somewhat works (native browser can still access porn but if I specify a specific web site in the forbidden list it works -> general categories: NOK, particular site : OK)

- if the device is locked or rebooted...both settings are disabled again and....nothing works...

Kudos0

Re: norton family not working in huawei P8

Thanks for more traffic on this thread - I've been watching with interest and suppressing my horror at the thought of what might be passing along the network into my child's brain... partly with the rubbish idea that they have to grow up sometime. There is no delete button for our memories. Anyway, please Katie, can Norton tell us if the native Huawei browser hole is going to be fixed and by when? If you can't answer that satisfactorily then I'm getting a refund and I'll put my money/effort into something like MM instead.
Kudos0

Re: norton family not working in huawei P8

Thanks for the update.  I'll report this to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

Hi Pdlc and MikeRJohnson,

I've sent each of you a private message via the forum.  Please check it by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: norton family not working in huawei P8

This is a NIGHTMARE. Since one year you are pretending to work on a solution but in fact you don't. I am not playing this game any more and starting to think about options, i.e. court, media. It is not just another software which not working, it is a software, which can cause major damage to minors, when it doesn't work properly.

Kudos0

Re: norton family not working in huawei P8

Well put Felix L. I forgot to say that the native browser hole is just one aspect - Norton has been entirely disabled now on my sons phone through nothing more sophisticated than a reboot although I am getting the meaningless weekly reports which are quite an annoying reminder of the situation. Worse than useless. Refund time I think.

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