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Kudos0

Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Greetings,

I have seen the following alert/notification "Your child has turned off permissions for Norton Family to monitor" several times.  I have changed my account password and PIN, however I continue to see this message.  Can someone help me determine if this message is triggered in error or is my son indeed manipulating his device  to turn off North Family.

Device:  Samsung Galaxy Tab A (Model SM-T580)

Android Version:  6.0.1

Thanks.

File Attachment: 

Replies

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I tried to explain the problem via chat but was not understood. They had me reinstall as if that was the problem and it was not. Looks like android changes the settings every half hour on its own if the app is not actively running,ie if my kid closes all apps then shortly after Norton Family is not running with access to the phone and restarts working only after reloading the app or adjusting the access settings
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

It is good to see that someone else is experiencing this same problem.  I just checked the alerts/notifications and the same message was triggered on 01/03/2017 at 12:03 AM EST.  My son was sleep at this time and his tablet is here in my bedroom.  

Hopefully Norton will address this problem.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi gareth dona2,

You said "Looks like android changes the settings every half hour on its own if the app is not actively running".  

1. Can you please let us know what manufacturer of the Android device?

2. 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
Kudos1 Stats

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi holmesj,

1. Can you also please let us know what manufacturer of the Android device?

2. 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 Notifications: Your child has turned off permissions for Norton Family to monitor

Certainly--

It is a Samsung Galaxy Tab A Model SM-T580 (tablet) loaded with Android Version  6.0.1.  

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I am having a similar problem.  I get this message nearly everyday, almost always in the middle of the night.  Its on a Samsung Galaxy s5 phone.  I do believe the monitoring is affected when I get this message, and I think I fix it when I restart the phone, but I can't restart my son's phone everyday.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Thanks for the post TEV.  We are checking into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi all, My problem was fixed, it has to do with the battery saving settings, switching off background apps that are not approved after 3 minutes from stand by mode, and Norton was not pre approved . Once approved everything works fine. Phone is a Meizu m3note on Android 5.0 Thx Gareth
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I don't see these settings on my son's Android device.  On a side note, I am a newbie and this is my first time using an Android device.  

I see that you are using Android 5.0.  My son's device is Android 6.0.1.  Is this possibly why I don't see these settings.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I tried looking at battery settings, but those that you describe don't seem to exist on Samsung Galazy s5.  However, I am now not getting that message anymore.   But now Norton Family doesn't seem to be monitoring my child's text messages anymore.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi TEV,

Does the kid use the default text app on the phone or use other 3rd party text app?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

The default app.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi TEV,

Please make sure the Text Message Supervision is turned ON at the child's House Rules -> Text Message in your Norton Family account.

Also, Text Message is a premier user feature, please make sure your premier subscription is still active.

If the answer is Yes to the two conditions above, 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 Notifications: Your child has turned off permissions for Norton Family to monitor

Hi holmesj, 

Our engineering team checked into your account.  Our records show that the NF permission(s) was in off state between the days Dec 25, 2016 to  Jan 3, 2017. So as per design the parent will receive tamper notification daily until the permission is enabled.

Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi Katie,

Is it possible for your team to research a little further.  I am looking back at the logs.  On 1/5, the permissions were disabled at 12:15 AM.  Notably, my son was in the bed at this time and his tablet was in my room.  

Also, on 1/16 and 1/17 (12:03 AM and 12:07 AM respectively) the permissions were disabled according to the log.  During this time period, my son's tablet was not in his possession as for poor behavior at school.  The tablet was powered on but locked away.

Also, if your engineers are suggesting that it is my son who is disabling the permissions although he has not had his tablet during the aforementioned times above - how is his disabling the permissions?  I changed the password and pin.

Thanks.

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi Katie,

The report shows that permissions were turned off at 10:03 AM.  At 12:13, he exceeded his 1 hour allowed usage and the tablet prohibited future use as expected.  

Notably, if my son is disabling the permissions - I find it strange that he can't disable the Norton app to override the time limit threshold.  

I am very confused.  

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi holmesj, 

Thanks for the information.  We will check further on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi TEV, 

Can you please check the supervision level  for contacts is set monitored or unmonitored?

User can monitor message activities only if supervision level for those contacts is set Monitored.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi holmesj, 

The way it works is once a permission is disabled, user needs to enable it manually in the child’s device. Until this is enabled back, Norton Family will be sending an alert daily, even if the device is not used.  What you are seeing is an expected behavior. So please enable all the permissions for Norton Family app.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi Katie,

Can you help me understand how my son (if this is actually happening) is disabling permissions?  Assuming he is disabling permissions, wouldn't this require a password or PIN?  Or, is there a defect in the product that allows a child to disable permissions without a password or PIN?

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi holmesj,

These permissions are the functions in the Android phone itself.  Norton Family checks the permissions are On or Off and sends alert notifications to parents when detecting it's Off.

I'll forward your request to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I get the same thing with a Samsung SM J500M

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I still experience the same problem.  Norton responded back and suggested that the software is working as designed, although I am highly confident that their is a problem with the software.  

After accusing my son of tampering with the device and disabling the security settings, I had to go back and apologize to him.  Parents, be careful!  His tablet was in my possession on several occasions and after reviewing the logs, I saw the security alert.  Indubitably, it was obvious that he (nor I) tampered with the device, specifically overnight when we are both sleep.

Also, of recent - I have noticed that when my son downloads apps from the Google Play store, I can see the activity under the Activities tab (Mobile App Supervision).  However, when I click on the House Rules tab (Mobile App Supervision), I don't always immediately see the apps so that I can block them.  There is often a delay from when he downloads the apps to the point of when I am able to block them.  

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi campassi and holmesj, 

Once you received the alert, I assumed you checked the permissions because you need to enable it manually in the child’s device. Do you see any permissions disabled?  Otherwise Norton Family will be sending an alert daily, even if the device is not used.  

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Well, the alerts are mostly overnight.  But, the few times during the day - I have looked and everything appears to be fine.  

Notably, I can confidently say that my son is not tampering with the device or disabling the permissions.  

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi holmesj,

You first reported the permission issue back in Jan. Are you still receiving the alert on daily basis?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Yes.  This message shows up frequently.  Most of the time, my son isn't even using his tablet.

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Thanks holmesj.  I'll work with our engineering team on this with the information you provided.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi campassi and holmesj, 

Just want to make sure you have checked all the permissions, can you please the list below and make sure you don't miss permissions?

Please find the details below to turn ON all the permissions in child device

Steps to follow:

  1. Open device Settings->Apps
  2. Select Norton Family->Tap on permissions
  3. Make sure the following permissions are enabled
  • Contacts
  • Location
  • SMS
  • Storage
  • Telephone

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Thanks Katie.  They are all enabled.  

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

And you are still getting the alert message now with all the permissions enabled?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi Katie,

Strange - I don't see any history since 3/4 which is very strange.  My son has been using the tablet every day and downloading new apps.  I also personally attempted to download more apps, surf the internet etc a few moments ago and none of this activity is registering.  

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

We will check into your account and keep you posted later.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

Please check if the following settings are enabled in Child device

  1. Open Device Settings->Security-> App Usage Access ->Enable for Norton Family
  2. Open Device Settings->Accessibility->Norton Family Accessibility Service->Turn ON

Please send me the ‘Notifications’ screenshot for further investigation of the issue by private message.

A screen shot where shows the contacts

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi

We are currently working on the issue.  

For now as a workaround,  please clear browser cache in your Safari 10 on Mac OS X 10.

Steps:

  • Go to Safari -> Preferences
  • Remove norton.com’s data from Privacy tab

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

all permissions are enabled.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

As per requested from 10 Mar - screenshots attached.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Safari website data deleted.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

After you going through the steps, did you start to see Web logs in your Norton Family account?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi Katie,

No activity.  Please review screenshot.

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

You mentioned two issues in the thread

1. unexpected notifications

2. no web logs

For #1, it seems that I haven't heard confirmation from you. So, are you still receiving the unexpected notifications after you turn On all the permissions as indicated below?

Please find the details below to turn ON all the permissions in child device

Steps to follow:

  1. Open device Settings->Apps
  2. Select Norton Family->Tap on permissions
  3. Make sure the following permissions are enabled
  • Contacts
  • Location
  • SMS
  • Storage
  • Telephone

For #2, we released an new update for Norton Family website.  Can you please try again to see if the issue is resolved?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Hi Katie,

Yes, all of the permissions are enabled.  I provided screenshots on 3/27.  They may have got lost in the thread.   Also, my son no longer has access to his tablet.  After finding some inappropriate material he visited via the logs available on the wireless router - he lost his tablet for  2 weeks.  This is what prompted me to make the recommendation to restrict a child's ability to delete web browsing history.  

The tablet is currently locked away.  I will retrieve it tomorrow and update the software as well as play around it to see what happens.  Thanks.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Thanks for the update.  I understand "all of the permissions are enabled".  The question is if you are still receiving the unexpected notifications.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Yes, I am still receiving the unexpected notifications.  Please see attached log.

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

Thanks for the update.  Can you please send us screen shots of the pages where show the permissions below are enabled?

  • Contacts
  • Location
  • SMS
  • Storage
  • Telephone

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

I am traveling at the moment.  However, I will forward latter this evening.  I received the attached weekly report and it shows that all of the permissions are enabled.  I Will follow-up with actual pictures of the tablet later.  

Notably, I did upload photos from the tablet earlier this week. In this same thread, the photos are in the post from 27 Mar which is the same period that the attached weekly report covers.


 

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

holmesj,

Also, please follow the steps to send me the logs our engineering team requested.

Steps to take debug logs:

  1. Open NF Browser->Tap on profile picture in top left corner
  2. Select the last option ‘Contact Us’ from the menu
  3. Enable Debug logs
  4. Open NF Browser->Contact Us->enter my Email Address (you can find my email address under my profile via the forum) to send the debug logs.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

logs were sent via email.

Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Screen shots attached as requested showing all permissions are enabled.

File Attachment: 
Kudos0

Re: Norton Family Notifications: Your child has turned off permissions for Norton Family to monitor

Got it.  Thanks!  I'll work with our engineering team on these.

Thanks

Katie

Thanks Katie

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