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Kudos0

Problems with Parenteral Control on Samsung devices using Android OS

I purchased the Norton Core last October.  The main selling point was the parental controls.  After some initial bumps in the road, it was working fine.  Initially an X-box was the only managed device.  Then added two Samsung devices (iPhone and iPad) with Android OS and only using wifi.  These were added as managed devices under the same parenteral controls.  Initially was able to manage these devices well (albeit with many notifications sent to me on the Norton Core app on my Apple iPhone).  Told every parent I knew how GREAT the Norton Core router was.  But, a few months ago I noticed that the parenteral controls stopped working on the two Android OS devices.  Notifications stopped coming to my Apple iPhone and my two sons could use their Samsung iPhone and iPad any way they wanted to, without limits on time, and no cut-off at bed time.  The X-box was still managed very well as it was before.  Called technical support.  After long conversations the problem was confirmed and had to advance to "level 2" (May 5th, 2018).  Received a call back from level 2, reconfirmed the problem, were still unable find a solution, so it was referred to "engineering".  Have rechecked on the case number twice in the last month.  No solution yet as engineering is still working on the problem.   Since parenteral controls are the main reason I purchased Norton Core, I am extremely disappointed and ceased recommending Norton Core to other parents.  I wonder if other users are experiencing problems with parenteral controls on Android OS devices?   I hope that engineering fixes this problem very soon!

Replies

Kudos0

Re: Problems with Parenteral Control on Samsung devices using Android OS

Hello Waltyyy I have escalated this thread to the appropriate person at Norton for them to take action. Hoping they will post in thread for you as I personally do not use parental controls on my Core. Therefore I cannot provide any feedback for you on the subject.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos2 Stats

Re: Problems with Parenteral Control on Samsung devices using Android OS

Hi, the has done an analysis and noticed that in some instances a configuration for some Norton Core routers may be the cause of the behavior you are experiencing. If you could send me a PM with your Norton Core serial number and then send logs to us we can confirm or not if your Norton Core is in this situation. To send logs just shake your phone while in the Norton Core app. Put a short note about this forum post.

Matt Boucher
Sr. Director of Engineering
Norton Core / Cloud Services / Norton Family

Symantec Corporation
www.symantec.com
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Kudos0

Re: Problems with Parenteral Control on Samsung devices using Android OS

Thank you Matt for the visibility.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos1 Stats

Re: Problems with Parenteral Control on Samsung devices using Android OS

I have been impressed with the response over the last few weeks from Norton Core Engineering.  After many PM's back and forth by email, it has become obvious that I am probably asking my Norton Core Router to perform more "parenteral control" than it was designed to do.  The times I had thought that my children were "actively on line" in excess of the time I had allocated to them, was actually when they had access to previous web browsing that was in cache.  My Norton Core Router is allowing parenteral control as it is advertised.  I also found out that Norton Core leadership understands the needs for parents to control the access to the internet for their children and so they are aggressively pursuing more options in the near future to allow parents even more control than exists presently on the Norton Core Router.  I do believe that this would be a most welcome improvement to the Norton Core Router  

Kudos0

Re: Problems with Parenteral Control on Samsung devices using Android OS

The Core development team has a long list of creature feature additions. Hoping to see some of them show up soon.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93

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