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Kudos0

Text messaages not logging

I just noticed that there hasn't been any logs of text messages from my child's phone since  the 4th of this month.  I've check to make sure I'm in the correct time zone and I am.

Any ideas?

Replies

Kudos0

Re: Text messaages not logging

Hi sharieg,

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.  

Can you please check to see if you are able to see the following message in the Child device on opening Norton Family app, “My parents can monitor the text messages”, if not, please click “House Rules” from the side menu bar to see if that  helps.

If you use default txt on the phone, can you please send your Norton Family account email to me by private message.  You can access private message by clicking Inbox at upper right hand corner.

Thanks

Katie

Thanks Katie
Kudos0

Re: Text messaages not logging

Yes, it's the default texting app with the phone.  Her phone says it is monitoring her text messages on her phone.

Sending you a PM

Kudos0

Re: Text messaages not logging

sharieg,

1.Do other features work well?  For example, if you, try to visit a forbidden website as the monitored child , do you get blocked?

2. Also, I assume you are a NF premier user-- meaning other premier features are also working? 

Thanks

Katie

Thanks Katie
Kudos0

Re: Text messaages not logging

From what I can tell for her, yes, everything seems to be functioning.  I am having an issues my sons tablets turning off the time monitoring when I was sending you the message about the texting.  He is at a friends and I turned off time monitoring but it still keeps asking for the pin#

Kudos0

Re: Text messaages not logging

sharieg,

Thanks for the information.  I'll work with our team on the text message issue.  

If you are still having issue with your son's tablet for time monitoring, please provide us some details on the steps you and the son took, so we can try to reproduce it.

Thanks

Katie

Thanks Katie
Kudos0

Re: Text messaages not logging

I was able to resolve the issue with the tablet with doing a Norton family update.  Not so lucky on the cell phone though with the text messages

Kudos0

Re: Text messaages not logging

Great.  Thanks for the update.  We will check into the issue with text messages.

Thanks

Katie

Thanks Katie
Kudos0

Re: Text messaages not logging

sharieg,

Please send me debug logs, so the team can do some further analysis of this issue.

Steps to take debug logs:

  1. Open NF Browser->Tap on profile picture in top left corner
  2. Select the last option ‘Contact Us’ from the menu
  3. Enable Debug logs
  4. Send message using default texting app in child’s phone
  5. Open device’s notification and look for the following notification message “Text message warning: An outgoing text message to ‘contact name/no’ has been shared with your parents”
  6. Open NF Browser->Contact Us->Request the user to enter your ‘Email Address’ (you can find my email address in my profile online in the forum) to send the debug logs

Thanks,

Katie

Thanks Katie
Kudos0

Re: Text messaages not logging

Is this through the child's phone, my phone or from the computer?

Kudos0

Re: Text messaages not logging

Hi sharieg,

The child's phone please.

Thanks

Katie

Thanks Katie

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