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Kudos0

Norton Family - SMS monitoring alert

I have two kids, each has a phone monitored by Norton Family Premier.  But, one of the kid's phone sends out the following autotext - every day:  "Norton is monitoring my SMS & MMS messages. By continuing, you consent to recording on my device. For more information, please visit http://is.gd/Je1Esp"

Is there any way to stop this?  Or only have it do it one time per contact?

Thanks!

Replies

Kudos0

Re: Norton Family - SMS monitoring alert

You said "kid's phone sends out the following autotext".

Can you please let us know whom the autotext is sent to?

For the message "Norton is monitoring my SMS..." does it say "Norton Family is monitoring..." or just "Norton is..."?  Can you please provide me a screen shot which shows the message and the page you get the message. 

Instructions to post screenshots can be found here

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

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 - SMS monitoring alert

This is causing quite a stir in our household as well. Teens rebelling. Originally happened once at text with new contact (3+ years ago). Now happening often, even to me as parent. Please advise.

Kudos0

Re: Norton Family - SMS monitoring alert

Hi PeteT1,

I assume you have the latest Norton Family 3.4.4.19 (go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family).

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 - SMS monitoring alert

This has been a problem through all versions we have used. The message is sent to contacts in the phone. The children claims that the frequency of messages has increased lately and I am inclined to agree, I only a few minutes ago received such a message from my daughter.

We use Swedish language in Android and the message is in Swedish, but I can confirm that it say "Norton is monitoring my SMS- and MMS-messages...", not Norton Family. We have always thought it is Norton Family though, not least because I am pretty sure we did not use Norton on the phones from the beginning, just Norton Family.

Kudos0

Re: Norton Family - SMS monitoring alert

This problem continues.  I have 4 smartphones that this just started happening on.  Is there a solution to getting it to stop?  It is causing major upheaval and sending hundreds of text messages.  Thank you.

Update 25 minutes later:  Norton Customer Service on Chat knows nothing about this and "will be reporting your case to our higher level of Department right after this chat"

Really??? I see this thread started weeks ago.  Anyone get this resolved already?

Kudos1 Stats

Re: Norton Family - SMS monitoring alert

Hi Adam, PeteT1 and swtucker, 

Are you also getting message like user "SvePetW" Norton is monitoring my SMS- and MMS-messages...", not Norton Family?

Can you please provide me a screen shot which shows the message and the page you get the message. 

Instructions to post screenshots can be found here

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

If you haven't done so, 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 - SMS monitoring alert

Pic sent by private message as requested.  

For what it's worth, I am sure this is a Norton Family issue as it has not happened to my wife and my adult daughter and son all of whom have Norton One (now using the Norton Mobile Security on the phones) on my account but do not have Norton Family.  Hope this helps!

Adam

Kudos0

Re: Norton Family - SMS monitoring alert

Kudos0

Re: Norton Family - SMS monitoring alert

Thanks Adam and SvePetW.  We will check into this and keep you posted.

Thanks
Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Norton Family sends this notice message to the contacts whose supervision level is kept as Monitoring in Message Supervision settings.

When the child texts a monitoring contact or the monitoring contact is not notified about message supervision in last 30 days Norton Family will send a legal notice.

Can you please confirm if the messages are sent only to the monitoring contacts and sent only once in 30 days?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

I cannot confirm this since I have never (to my knowledge) turned on message supervision at all.

Looking in the "Norton Family Help.PDF" it states that in order to enable/disable message supervision I should click on "House Rules" and click on "Messaging" in the left pane. However, no such selection is available. The available alternatives are (translated from Swedish):

Personal details, Web, Search, Social media, Time, Video, Apps and Information (please see attached screendump of the menu).


 

File Attachment: 
Kudos0

Re: Norton Family - SMS monitoring alert

Hi SvePetW,

Can you please log onto your PC, or Mac and visit Norton Family online account at https://family.norton.com/familysafety/loginStart.fs then check House Rules -> Messaging Premier?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Hello,

No, the menu-item "Messaging" does not show up at all (please refer to screen-capture enclosed). Sorry if my previous post was unclear.

File Attachment: 
Kudos0

Re: Norton Family - SMS monitoring alert

SvePetW,

Can you  please check out the link below and follow the steps to refresh your account and make sure you have been updated to premier account.  The steps described in the link below was for a different issue, but the steps and reason behind it are the same.

https://community.norton.com/en/comment/6867611#comment-6867611

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Hi SvePetW,

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 - SMS monitoring alert

Hi PeterT1 and swtucker,

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 - SMS monitoring alert

Hi,

Both on the Web and in parent mode of the phones the service is listed as Premier. I pushed Update on the phone but since it already stated Premier I saw no change. In child mode the premier options are not visible (pls see enclosed screen shot).

File Attachment: 
Kudos0

Re: Norton Family - SMS monitoring alert

Hi SvePetW,

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 - SMS monitoring alert

Hi SvePetW,

Our engineering team is checking on the issue and can you please let us know if you have recently updated “Country” in manage.norton.com?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Hello,

To my knowledge, the Country has not been updated.

Kudos0

Re: Norton Family - SMS monitoring alert

SvePetW,

Thanks for the information.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

My sons mobile is not sending out text messages (luckily), but I am unable to activate the messaging and location options for his Android mobile. Like previous posts, I do not have these options on the Norton Family website (Windows 10, Chrome).Hope you can help.

Kind regards,

Mark

Kudos0

Re: Norton Family - SMS monitoring alert

Hi Mark,

Can you please let us know which country you are located in?  If you are in US, please check out the link below:

https://community.norton.com/en/forums/norton-family-premier-location-not-working

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

I'm in France.

Kudos0

Re: Norton Family - SMS monitoring alert

I'm in France. I tried the above. It didn't work.

Kudos0

Re: Norton Family - SMS monitoring alert

Hi Mark,

That explains.  For legal reason, text Message feature for Android is available in Canada, the United Kingdom and the United States only.

Location Supervision feature for Android is available only in Australia, Canada, Japan, New Zealand, the United Kingdom and the United States only.

Your issue is different from the previous user as the user is able to see the option.  The team is checking into the issue for that user specifically.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Hi SvePetW,

This issue should have been resolved for you.  SMS messages from Norton Family won’t be sent any more.

Text Message feature is available in Canada, the United Kingdom and the United States only. 

Could you please check and confirm this?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Hi,

Sounds good, although it will take some time to confirm since the messages were sent intermittently. I will get back to you regarding this if it is not solved.

HOWEVER, I still cannot configure any of the Premier options since I do not see them in the web service so it seems that only part of the problem is fixed. Please refer to attachment where it shows that I have Premier membership but only options for the free license.

// Petter

File Attachment: 
Kudos0

Re: Norton Family - SMS monitoring alert

Hi SvePetW,

Thanks.  Sure, please let us know when you get any updates.

There are different law requirements for different countries.  Location Supervision for Android,  the feature is available in Australia, Canada, Japan, New Zealand, the United Kingdom and the United States only. 

Text Message Supervision feature for Android is available in Canada, the United Kingdom and the United States only. 

Thanks

Katie
 

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

As for the 30 days, the kids are complaining that it is more often though I would need to verify. Is there any way to not have that message go out more than once?  It would seem that once is fair, and after that it may drive the kids to use alternatives like Kik messenger, etc. that circumvent the monitoring.  

The kids did mention that a batch of notifications went out as soon as their apps automatically updated on their phone, BTW.

Thanks.

Kudos0

Re: Norton Family - SMS monitoring alert

Hi PeterT1,

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

You mentioned "a batch of notifications went out".  Are you saying the notification below gets sent out whenever apps (what apps, all apps) get updated?

Notification "Norton is monitoring my SMS & MMS messages. By continuing, you consent to recording on my device...."

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Hello,

I am new to the Norton Family community, but really like the idea presented by PeteT1.  Is it possible to change the required monitoring message from every 30 days to a one time notification?  I have not installed the app as yet, but a little concern about this message going out to all of my daughter's contacts every 30 days. This seems a little excessive compare to other online entities (Google, Microsoft, Yahoo) that require a one time acceptance. Is there a current way or future plan to change this feature? This may be a deal breaker for some families, especially those with teenagers.  Thanks. Rob

Kudos0

Re: Norton Family - SMS monitoring alert

Hi grizzlern,

Thanks for the post.  I'll bring your valuable suggestion to the team too.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - SMS monitoring alert

Any updates on this? I would like to add that I share the concerns others have about more than 1 legal warning. I am concerned my child will try to circumvent traditional texting if more than 1 legal notice gets sent. Thank you.

Kudos0

Re: Norton Family - SMS monitoring alert

Hi CGreen,

Thanks for the valuable input.  I'll pass your suggestion to our management team as well.

Thanks

Katie

Thanks Katie

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