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Kudos0

Text messaging shows No activity for Last 7 Days.

I've just subscribed to Norton Family Premier. I have installed on a Samsung S 4 using Android 4.2.2. The reporting area shows "Text messaging shows No activity for Last 7 days" even thought I have sent several test messages. Yes, I have all phone numbers selected to be Monitored. Am I missing something?

Replies

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

This also shows the same thing on App activitiy and Social. So far this product seems useless.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Hi whlong,

Just want to make sure you have the program installed and configured correctly....If you visit a blocked website, do you get blocked on the phone?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Yes, a blocked website gives warning on the phone and lists activity in the reports section.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Hi whlong,

Thanks for the update.  Can you please send me your Norton Family account email address by private message via the forum so we check into the issue further?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Text messaging shows No activity for Last 7 Days.

I emailed my info. Did you receive it?

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Got it.  Thanks!  I'll forward this to the team for further investigation.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Hi There,

Can you confirm that the 'Messaging Supervision' is turned on as well.  Looks like the 'Web Supervision' is turned on, seen you confirmed that you are seeing blocked pages.

To enable Messaging Supervision for Portal

1)  Login to the Portal

2)  Click on the Child and then Click on the Settings for that Child.

3)  Under Profile, you will see a Messaging tab.  Click on the, Messageing tab.

4)  Turn on the Messaging and then click on Save.

To enable Messaging Supervision from the Android App

1)      Log into the Norton Family App

2)      Select Parent

3)      Select a child

4)      Navigate to Rules

5)      At the very bottom select ‘Message Supervision’

6)      Turn on Message supervision  

You should now be able to monitor the Activity.

Please let us know if you already turned on the Message Supervision and still not see not seeing any activity.

Thank you

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Yes it is turned on on both my computer and the phone. This app is pretty much useless to me. If you can't get it resolved quickly, I'll just cancel and use another app.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Hi whlong,

Thanks for the update.  Can you please let us know which country is the child's Android device active, in US?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Are you serious?Yes, the U.S. The phone is red should you need to know that too.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Hi whlong,

Thanks for the update.  I'm sorry maybe I should have explained it better when I was asking the question.  The Norton Family program supports different localized versions.  Different countries have different policies for monitoring chat on phones.  The program disables the feature for some countries.  That was the reason we asked the question.

It's nice to know the color of the phone is red..It's my color :-)

The team is checking into the issue now.  I'll get back to you as soon as I get any news.

Thanks for your patience and cooperation.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Text messaging shows No activity for Last 7 Days.

When you log into the website, are you listed as a premier user? Check under your user name in the top right, it should say "Premier Member".

Text message monitoring is a premier feature, so the problem could be that the app hadn't recognized your account was upgraded. That would explain why you can see web activity (basic feature) but no text messaging.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

I do not see Premier anywhere. That may be the problem. What do I need to do? I paid this with a credit card over a week ago.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Never mind. I was looking at the message section. Once I logged in to the control panel, it does say Premier. Also, App blocking isn't working. Basically nothing seems to work except reporting on websites.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Ok, so I think we found the problem, can you tell me which version of the app you are running? It should be listed in the "About" page, which you can get to from the menu in the Settings area.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

I have the same issue with my premier service.  confirmed activated, US phone.  norton family 2.8.0.81 installed.  both the IM service on the phone and google voice pass without notification.

By the way, I am using an HTC EVO Design running Android 4.0.3

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Using Version 2.9.0.103

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Are we getting anywhere on this?

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

We are still looking into possible causes of this issue, for now I am suspecting a bug in the android client. In the meantime, can you try unbinding and rebinding as a workaround?

The simplest way is to log into the website, go into settings and click "Remove computer" under your device. You will then need to log into your device again and re-bind to your child.

Once you complete the bind process, can you please check the house rules (in child mode) and confirm that it includes "my parents can monitor my text messages" 

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

I have 3 different android devices running various levels of the android OS and none of them are blocking SMS.  I have the premier account and this is primarily what I got it for.  I tried your suggestion and it didn't do anything.  Is this feature functional or not?

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Craig, can you send me your norton account email and I will make sure there are no issues with your account? If you are still using 2.8, I recommend that you upgrade to 2.9 if it is available for you and let us know if that helps. We are in the process of rolling out this new version so if you don't see it on Google Play it should be available soon.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

Well, still not working.  Not even on the 2 devices you rolled the update to.  Tried to uninstall/reinstall on one device per your "workaround", and now I'm on the old rev with no way to bump back up since it's not on google play officially.  Not exactly sure what I paid $50 for on premium services...is anyone listening here?  Text monitoring doesnt even appear to be an available function on wifi only devices.  I must say this has been easily one of the most miserable customer service experiences I'v ever had.

Kudos0

Re: Text messaging shows No activity for Last 7 Days.

I agree. I'm just going to put in for a refund because this service is useless. Just been too busy to do so.

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