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Kudos0

Not blocking sites on Samsung S7 - Verizon

Specs:  Samsung S7 phone / runs on Verizon network / latest OS

Any browser - tested with Chrome and Dolphin

Recently I found that Norton Family app is not blocking porn websites or even specific sites I set to be blocked.  I spent two and half hours in a chat support with a tech and could not solve the problem/issue.

Uninstalled and re-installed the app several times on the phone.  Recreated the device in Norton management website, deleted and recreated the device on the website as well as my son's profile. Renamed everything to something different. Double and triple checked setting on the app and in the website.  Still the Norton Family app on his phone still does not block websites.  It even seems not to be tracking any of the websites visited.

This is very frustrating situation considering I paid for this product and now it is not working.

Anyone have this issue? Any suggests? Any thoughts on what might be happening? Help!

Thanks.......

Replies

Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Hi PJNJR,

Norton Family for Android supports the following browsers, so Chrome is ok, not Dolphin.

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

Please answer the following questions:

1. Has the blocking feature ever worked at all?

2. Any other features work at all?  For example, do you see any web logs at Activity -> Web?  Do you receive any alerts?

3. 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?

4. 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.

Thanks

Katie

Thanks Katie
Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

KatieQ -

Using Chrome Browser on the Andriod device.  Samsung S7 (Verizon)

1. Yes the blocking feature and other features worked when we originally setup the Norton Family service.

2. Yes, it was working - would receive alerts etc...

3. sent in private message

4. Version 6.0.1 (last patch May 1)   (Kernel version 3.18.20

Thanks,

PJNJR

Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

PJNJR,

Thanks for the update.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Hi PJNJR,

Can you please check to see if the accessibility service is turned ON for Norton Family.

This can be found in Settings->Accessibility->Norton Family Accessibility Service.

In addition to it, can you please let us know what other accessibility service is turned ON in the device.

Thanks

Katie

Thanks Katie
Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Katie,

It is turned ON.  I doubled checked it.

Thanks,

PJN

Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Hi PJNJR,

Thanks for the information.  Can you aslo please let us know what other accessibility service is turned ON in the device as I mentioned in my previous post?

Thanks

Katie

Thanks Katie
Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Katie -

The Accessibility Service is turned on.

PJNJR

Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Thanks for the update.  Our engineering team wants to know what other accessibility service (besides Norton Family) is turned ON in the device.

Thanks

Katie 

Thanks Katie
Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Katie,

There are no other accessibility services turned on. Norton is on.   However, a few hours ago and all of sudden the Norton software started blocking websites and tracking/reporting on them.  Why would this happen?  Nothing changed on the device since we start the support thread.

Thanks,

Paul

Kudos0

Re: Not blocking sites on Samsung S7 - Verizon

Hi PJNJR,

Thanks for the update.  I'm glad to hear it's working now.  It's possible that system or software updates on the device or some sort of combination made the difference.   

If the issue happens again, please let us know.

Thanks

Katie

Thanks Katie

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