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Kudos0

Norton Family Premier - Location not working

I have followed several thread suggestions, none have worked, uninstalled, reinstalled, updated the phone, and it still cannot be found. On the phone it shows that "your parents can monitor this device's location."  This is getting to be ridiculous.

Replies

Kudos0

Re: Norton Family Premier - Location not working

I'm experiencing the same problem, this was the only reason I purchased premier and if it doesn't work I'll be requesting a refund.

Thanks,

R B

Kudos0

Re: Norton Family Premier - Location not working

Hi Ldale15 and R B

Can you please check the thread in the link below to see if it could be a similar situation? Your Norton Family premier account might have not been updated successfully.  Please check out the steps below to refresh your account. If it's different scenario and the steps don't help  you, 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?

https://community.norton.com/en/comment/6175771#comment-6175771

 

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Premier - Location not working

I tried that and it didn't work

Kudos0

Re: Norton Family Premier - Location not working

Hi Ldale15,

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

3. In the House Rules page can you please check if the following text message is shown

For Location – “Your parents can monitor this device's location”

If not, please click on the Menu and click on the “House Rules” link.

If the rule still does not reflect, please login to Parent Mode from the Menu and click on the Refresh button present in Settings->Norton Subscription screen and then check in the Child’s House Rules page if the rules are reflected?

If still does not work, can you please get the screen-shot of the House Rules page shown in the Norton Family in the child app?

Instructions to post screenshots can be found here

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

Also, whether it shows you as Premier in the Norton Subscription screen after Refresh?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Premier - Location not working

Hi Ldale15,

Can you please check the following 

  1. Is Location settings is turned ON in the child’s device. It is available in Settings -> Location.
  2. If location is turned ON. The Mode of Location settings. Settings -> Location -> Mode.
  3. Is Google Play Services installed in the device and its version. Settings -> Apps -> All -> Google Play Services.

It will be helpful for our engineer team to investigate the issue further.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Premier - Location not working

Google play services-7.8.99 Location is approximate and location is on
Kudos0

Re: Norton Family Premier - Location not working

Hi Ldale15,

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

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Norton Family Premier - Location not working

HI Ldale15 & RB

Can you please switch to High Accuracy or GPS in Settings -> Location -> Mode.

Once made the settings in child device, please login to Norton Family Web portal and click on Locate Now in Activities -> Location to see if these help.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Premier - Location not working

That seems to be working. I will test more today.
Kudos0

Re: Norton Family Premier - Location not working

Thanks for the update Ldale15.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Premier - Location not working

It's now working consistently, thanks!

Kudos0

Re: Norton Family Premier - Location not working

Great!  Thanks for the update Ldale15.

Thanks

Katie

Thanks Katie

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