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Kudos0

Teenager has found a way of removing Norton Family Online

Teenager has removed online family from her tablet, this has been working fantastic for the past 18 months.  Noticed it wasn't registering any activity for about a month, I managed to get hold of the tablet and when I opened the App is was as though it had just been downloaded with 'GET STARTED'.  I re activiated it under a different Device name, as it would not let me use the same name and treated it as another device, once activated the old name disappeared off parental control.   This I did 23 July, it started to monitor again no problem,  Then it happened again 26th July, it stopped monitoring and checking the App it's gone again.   HOW IS THIS HAPPENING !!  It's pointless reactivating it if it can be removed by the child.

Replies

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Bracken22,

Can  you please let us know the following and we will check the issue further?

1. What version of Norton Family is running on the machine?  To find the version number,  please go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family. 

2. What version of Android is running on the tablet?  To determine what version is running on your device, select Apps > Settings > About phone or About tablet.

3. What kind of table it is.

Thanks

Katie

Thanks Katie
Kudos0

Re: Teenager has found a way of removing Norton Family Online

Sorry for the delay in getting back.

Norton Family version = 3.4.1.21

Android version = 4.2.2

Tablet is a Samsung Galaxy Tab.2 10.1

Activated it again yesterday evening.  Spotted in the alerts 'Unsupported Browser Installed', this has appeared every time when Norton family is lost.  Just discovered that she has done the same on her laptop (user-pc).

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Bracken22,

Thanks for the update.  Please make sure the child doesn't have your Norton Family account password.  Also, Do yo receive any alerts (online account or by email) if Norton Family is deactivated?  

As for the message "Unsupported Browser Installed", Norton Family for Android currently supports the browsers listed below. Norton Family sends an alert to the parent when unsupported browser is installed as it was designed.

  • Android Browser
  • Chrome for Android version 18.0.1025123 and higher
  • Norton Identity Safe Browser
  • Kindle Silk browser on Kindle Fire tablets

Thanks

Katie

Thanks Katie
Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Katie,

I did not receive any alert to say the FO had been deactivated online or by email. Which made me think about the password. I've now changed the password. I reactivated FO 13th and appears to be monitoring.  I didn't realise that she had set Chrome to record passwords, once reactivated FO this time, I deleted browsing history, including passwords.  So far OK

The only issue I have now is the Unsupported Browser, why does FO allow the download of an Unsupported Browser, she can look at anything on the internet without being monitored.  It's no good sending an alert, this does not come through until the following day. FO knows this is wrong and I cannot understand why this is allowed, it defeats all of FO protection, including time, school nights it should stop at 9:30pm - she has been on till 3.00am. Why not BLOCK Unsupported Browsers ?  I did have a look for it on the Tablet, but could not find anything. But there again it is downloaded every time I reactive FO.

Many Thanks

Kudos0

Re: Teenager has found a way of removing Norton Family Online

You said "Just discovered that she has done the same on her laptop"  To avoid and limit the possibility to tamper/disable the system, please give non-administrative rights (limited or restricted) to your child’s  user account and keep the password for your Norton Online Family account away from the child.

For unsupported browser on Android devices, do you see the unsupported browser listed at House Rules ->  App (for NF premier user)?  If you see it, you can block the App.

Thanks

Katie



 

Thanks Katie
Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Katie,

She does not have administrative rights on the laptop. This is a password issue which I will solve.

With regards to the tablet, before this all happened I was regularly checking what Apps she had downloaded, nothing was shown about another Browser, Unfortunately every time I reinstalled FO on her tablet I was unable to use the same device name and all records of the Apps downloaded previously disappeared.

On the Web activity where it is still listed, it does not give me the opportunity to block. There is no option to view.

Thanks

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Bracken22,

Are you a premier user or a free basic program user?  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: Teenager has found a way of removing Norton Family Online

Hi Katie,

Email address sent.

We are a Premier User, renewed June this year.

Regards

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Thanks for the update.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Bracken22,

I checked with our engineering team on this.  They think the base cause of the issue seems to be that child is able to uninstall Norton Family which you mentioned using your password. So once you change the password and reinstall NF again, all the apps will again get listed and you can block the other browsers and apps.

Regarding automatically blocking other browsers, we are planning to add the feature in a future update.

You mentioned every time you reinstall NF on the child’s tablet, you are unable to use the same device name and all records of the Apps downloaded previously disappeared.

This is a known issue.   Currently, uninstalling NF does not remove the device from the portal. for now, please manually login to your NF account in the portal and remove the device from there. After that, you should be able to use the same device name.

Thanks

Katie

Thanks Katie
Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Bracken,

You're not the only one, Norton seems to be reluctant to provide strict security to Chrome, it is as if they have some kind of contract with Google, I have been a premium user for a long time now, and I have yet to see any improvements made by their engineers. 

Basically, video supervision can be turned off on Chrome, there is no way to lock it,

And now you say there is a password recorder on Chrome?

And time can be changed on windows which turns off the activity reports

Katie,

​Please get your engineers to do their job

Provide higher security on Chrome
 

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Katie,

Did change the password and at the moment and after reinstalling, NFO is now running on both Tablet & Laptop.  The tablet though, shows that NO Apps have been downloaded, but before all this happened she had downloaded some Apps and some I had blocked.  These have all gone !!!

Thankfully I had already installed FO, then deleted the Password History, before she had managed to do the following :

Now what she has done on Chrome - has set up a password protected, Chrome 'Password saver Account' !!!! - How do you suggest I get around this, as I have to log onto Family Online to install. 

OTHER PARENTS BE AWARE THAT CHROME IS WORKING AGAINST US, BY ALLOWING PASSWORDS TO BE SAVED AND THEN PROECTED FROM US. SO WE CANNOT DELETE.  Suggest immediately after installing, go back into Norton and change the password.

Thanks.

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Bracken22,

Before uninstalling NF, did you manually login to your NF account in the portal and remove the device from there as I indicated in my previous post?  After that, you should be able to use the same device name.

Thanks

Katie

Thanks Katie
Kudos0

Re: Teenager has found a way of removing Norton Family Online

Hi Katie

No I had already reinstalled it before I got your message.

Regards

Kudos0

Re: Teenager has found a way of removing Norton Family Online

Bracken22,

Ah...As I mentioned earlier, we will correct the issue.  During the time, in case  you need to reinstall NF for some reason, after uninstalling NF, please login to your NF account in the portal and remove the device from there, then when you reinstall NF, you should be able to use the same device name.

Thanks

Katie

Thanks Katie

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