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Kudos0

Norton Family SMS monitoring notification blocking actual message

Since installing Norton Family on my child's ASUS ZENFONE 3, it has been nothing but problems.  First the app uninstalled all on its own, then whenever she gets a text message SMS or MMS, she gets the message "a message has been shared with your parents", but can't actually see the message!  I could (until this morning) log onto NFP and read the message and describe the picture to her, however this morning all of a sudden her device doesn't even show on my log in....BUT her device is still notifying her of messages being monitored.  I am so frustrated with this product.  It has been nothing but problems since we installed it.  I won't even go into the fact that on the computer device it is NOT filtering content like it's supposed to.  However, one problem at a time....I need her to be able to get her SMS!!!!  I've been waiting to chat with support for 40 minutes...how can we get support for this product?????

Replies

Kudos0

Re: Norton Family SMS monitoring notification blocking actual message

Hi Jennifer,

To check into the issue, 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?

You mentioned "the app uninstalled all on its own".  It's very unlikely it happens on its own.  Do you see any alerts in your Norton Family online account after the program was uninstalled?

Also, 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 SMS monitoring notification blocking actual message

In order to send something via the inbox, I need to have a valid email address or user name.  To whom should I send the email?

To clarify, the app did indeed uninstalled on its own.  I was sitting next to the phone when I received the notification that it had been uninstalled.  I picked up the phone and confirmed the app showed but was disabled.

Today, the app was in full force and not letting messages come through.  When I went to turn supervision off (thinking this might solve the problem), the device did not even show on my profile.  After waiting for chat service over 40 min and spending another 30 minutes chatting there was nothing that person could do.  I logged back on this afternoon, and voila!  The device shows on my online profile again, HOWEVER - now it is not on my child's device anymore - no notification of uninstalling - nothing!

Please advise next steps.

Kudos0

Re: Norton Family SMS monitoring notification blocking actual message

Hi Jennifer,

I just sent you a private message.  Please just reply the message.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family SMS monitoring notification blocking actual message

I don't have the problem with uninstalling on my child's device, but I do have the issue with the SMS notification appearing but the message missing in the device. It shows in the parental (desktop and mobile browser) dashboard, but I'm also suffering the issue where you can't see the SMS contents in either dashboard, so I can't even read the contents to my child from there.

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