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Kudos0

Selectin 'Location' crashes activity management webpage

When I select 'Location' on the activity managementy webpage to look at the location of my son's mobile phone, it just logs me out and takes me back to the home page. Could someone please explain why.

Replies

Kudos0

Re: Selectin 'Location' crashes activity management webpage

I get the same problem and it appears to be in the location setting in the "House Rules" configuration. When I try to activate the device to monitor locations in Norton Family Premium, I get the message "Error retrieving policy settings:" Then when I try to view the location of my daughters phone, the web site logs me out automatically. I have been "chatting" to Norton on three occasions, (me having to proactively chase up rather than Norton eager to sort my problem out) with no success. So I have asked for my  money back. If you find a solution, please share.

I have attached the chat history if you need to gauge the value of the help desk support. Personally, I have had a really bad experience and the chat history will prove how dishonest the Norton support team can be.

[Admin Edit: Removed Support chat transcript containing personally identifiable information to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Etom

Thanks for your reply -  Having read the detail of your experience, it's clear that Norton's customer service isn't a priority for them. I think I'll go straight for the refund! I'm having difficulties with every single one of the 'Premium' features. 

Regards

Richard

Kudos0

Re: Selectin 'Location' crashes activity management webpage

No Problems Richard. I would be interested to know what alternative application you will be using. There seems to be a lot on offer. eg Net Sheriff, Qustodio, Net Nanny Lock2Learn etc, but rather confusing in selecting a reliable app.

Eddy

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Richard and Etom,

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: Selectin 'Location' crashes activity management webpage

Hi Richard and Etom,

The issue has been addressed and will be released in a future release.

Thanks
Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

KatieQ.

When will this future release happen? I recently purchased the premium version and I am experiencing the same problem. It seems that Norton should make it known to potential purchasers that an advertised feature actually does not work. Please provide a date for this release so that we can know how long we will have to wait for this feature to actually work. Will Norton offer any form of compensation to users for having to do without advertised features.

Ricardo

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Katie Q I agree with Ricardo.The product description is misleading.
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi

The issue has been corrected in the latest Norton Family for Android 3.4.5.25.  Please check out the link to the update announcement for details.  Please let me know if the issue has been corrected for you.

https://community.norton.com/en/forums/norton-family-android-34525-has-been-released

Thanks,

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Katie,

I have 2 kids with NF installed. I did check that they have the updated version on their phones. I can see location information for one child. But, for the other, I see a "internal server error" message displayed before it logs me out of my NF account.

RR

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Katie

I bought Norton Security Premium yesterday, (20th Feb 16), and have set it up for our two children. I also receive “Error retrieving policy settings” and get logged out when trying to get the location of either child. Both have Samsung Android phones and are using Tesco pay as you go, if that helps? Let me know if I can supply any other details that may help you get this fixed – this feature was the main reason I chose the Norton product.

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Ricardo,

We will check into the issue.  I have your Norton Family email address from our previous private message.

You mentioned location feature works for one of the children, but not the other one. Can you please answer these questions.

1. The device name or child name that the location is not working where you see error.

2. Before the update NF for Android 3.4.5.25, was location feature not working for both children or the same situation as now?  (In another words, did the update make any change at all?)

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi MervAP,

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: Selectin 'Location' crashes activity management webpage

Katie,

I had my money refunded and my subscription closed when this issue first arisen and nobody from Norton support was able to resolve it. I do not wish to commit to purchasing an annual subscription again to find out that the issue has not been fixed, and then be disappointed again. If you are confident that this issue has now been resolved, will you stand by your product and offer me a 5 day trial of The Premier version to see if it now works?

Eddy

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi MervAP and Ricardo,

Thanks for the private messages.  Our engineering team is checking into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi MervAP and Ricardo,

Our team has identified the issue and will corrected this very soon.   I'll keep you posted once the changes are ready.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Etom,

Thanks for the valuable feedback.  As I updated earlier in the thread, the issue has been identified and the correction will be available very soon.    The issue is not something that Support agent could correct for you. 

Norton has always stand by our products and actually Norton Family team offers 30 days trial of premier version to new Norton Family users at https://family.norton.com/familysafety/loginStart.fs.  You are welcome to create a new Norton Family account using a new email address (because you already have a Norton Family account, so you are an existing customer) and try the product again.

If you have any questions, please let me know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

The issue has been corrected from the Norton Family server side (You don't need to download any update).  Please let me know if it has resolved the issue for you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Katie

I'm afraid this has not fixed the problem - I now get a message saying Error retrieving policy settings:

Please see screen shot attached.

Regards

Mervyn

File Attachment: 
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Katie,

I have to agree with Mervyn. It is not working. I am still having problems with that 1 child's account. When I logged in after getting the message that it should work, I went to the "House Rules" page and see that location tracking is not turned on. I turn it on, and get an error message about not able to retrieve policy settings. After that I can't see anything for that any of my children in the "House Rules" page - not until a log out and log back in.

RR

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Mervyn and Ricardo,

Thanks for the update.  We will check into the issue and get back to you on this later.

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Mervyn and Ricardo,

This issue should have been resolved. Please let us know if the feature has started working for you.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Hi Katie

All looks good now. Many thanks for getting this resolved!

Regards

Mervyn

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Great!  Thanks for the update, MervAP.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Katie,

The location service is working now. The child account I was having problems with before, now works. I do have one question. The time is reported in UTC. Is there a way to use the local time?

RR

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Thanks for the update RR.

For the time issue, first, make sure the computer time at Start -> Control Panel -> Date and Time is set to correct time, then please follow these steps to make the Time Zone online correct.

1)     Go to your web browser and type in https://family.norton.com

2)     Click  “Sign-In” link and enter your email address and password

3)     After you’ve signed in, click on Parent icon under Configure Family

4)    Select Time Zone  you prefer and Save it.

Thanks

Katie

Thanks Katie
Kudos0

Re: Selectin 'Location' crashes activity management webpage

Katie,

Thanks. The time zone instructions worked.

RR

Kudos0

Re: Selectin 'Location' crashes activity management webpage

Great.  Thanks for the update.

Thanks

Katie

Thanks Katie

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