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Kudos0

SMS messages missing

Monitoring SMS messages on a GS3. Some messaging threads are missing texts. I know that one thread in particular shows over 20 messages back and forth when I check the phone records, but NF only shows 3 messages. 

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Kudos0

Re: SMS messages missing

Hi kkg,

I assume you are referring to the default txt application on the phone which is supported.  The program currently doesn’t monitor 3rd party chat app on the Android phone, like Kik.   The team is working on the issue.  
 

If you use default txt on the phone, 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: SMS messages missing

Hi kkg,

Thanks for the private message.  The development team checked into your account and they have found huge message data.  Could you provide the following information by private message so that could help us to identify the messaging thread with missing texts

1. Name of the Child  using the phone.

2. The exact date of the text message.  

If you could send us a screen shot of portal’s message tab, that would be very helpful to identify the issue. 

Thanks

Katie

Thanks Katie
Kudos0

Re: SMS messages missing

Hi kkg,

Thanks for the private message and screen shots.  Our engineering team would like you to make sure if NF is running in the device.For example, if you try to visit a forbidden website as the monitored child, do you get blocked?  

Also, on opening NF, please check in the app whether the child icon is shown with device name and all the Rules are displayed.

If so, please click House Rules from the Menu Bar in the child device to see if this helps to resolve the issue.

Thanks Katie
Kudos0

Re: SMS messages missing

Hi kkg

We haven't heard any updates from you.  We just want to check with you to see if you are still experiencing the missing sms issue or any other messages later on?.

Are there for any other recent message threads where this problem is encountered?

Thanks

Katie

Thanks Katie

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