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Kudos0

Why Norton Not Blocking Web Browsing

Can someone pls advise.  I have my son very restricted with respect to the sites he can visit on his school Windows 10 PC.  All categories are blocked and only a handful of Websites are explicitly allowed  under the "Allowed Websites" section of the House Rules.  The Time Supervision control is turned off... I don't care how much time he spends on the sites I've allowed.  However, tonight he is able to surf wherever his little mouse can take him.  Why would that be the case?  In my opinion this setting should restrict his surfing to the sites I've designated at all times.

Thanks.

Replies

Kudos0

Re: Why Norton Not Blocking Web Browsing

Hi,

The house rules should be applied at all times.

Please check the child profile account and Windows accounts are associated correctly.  Please check this by 1. Log onto your NF online account and go to child Profile page to see if Windows account and the child’s profile is connected, you will see checkbox

or 2. Go to go to the laptop -> Norton Family icon in system tray -> Edit accounts)

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

I don't know what happened?  The child and Windows account were associated correctly... and had been working as expected all day.  After he went to bed I looked at his computer.  First thing it "said" was that the Norton Family app needed to reboot the computer.  After the computer rebooted the Norton Family extension on Chrome reinitialized (if that's the right term?).  At that point the Norton Family controls were working like nothing happened???  

He's not a computer wiz by any stretch.  But, it's almost as if if monkeyed with something to turn off the Norton controls.  Does any of this make sense?  Can he just turn off the extension and bring down the entire control system?  I don't see any notifications that show he's turned anything off (like the Chrome extension).  

Thanks.

Kudos0

Re: Why Norton Not Blocking Web Browsing

Hi Scott,

You said "..that the Norton Family app needed to reboot the computer..".  Did you see a small window on the screen asking you to reboot the PC?  If yes, when Norton Family has new release update, the program asks users to reboot the PC to get the new updates.  

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

Yes.  I saw that—message from Norton—but it doesn't explain why the controls stopped working... why he was able to surf with impunity!  

Kudos0

Re: Why Norton Not Blocking Web Browsing

1. Do you happen to know the forbidden websites that he was able to visit?

2. Can you please check to see if you get any alerts about browser plug-ins are disabled under Alert section in your Norton Family account?

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

1.  Last night he could go to any website until I was prompted by NF to reboot the computer.

2.  The plug-in reinstalled after the reboot and everything seem to work fine... until this evening.  It does not appear as if the plug-in/extension is installed again???  It was there last night and I have received no message about it being disabled.  Also, the icon tray (lower right on windows PC) shows that Norton Family is installed and working (the Norton Family icon is present), though it is not currently enforcing the House Rules.

note: we had a terrible time getting Norton Family installed on his machine.  The first level support could not get it to install/work at all despite trying three times (he dialed into the PC).  

Something isn't right with the way NF is working on this machine! 

Kudos0

Re: Why Norton Not Blocking Web Browsing

Hi Scott,

1. Thanks for the update.  The program works now, right?  If it happens again, please let us know and we will have a remote session with you and check further on this.

2.  As for plug-in/add-ons, please check the browser that your child uses to see if the add-ons for Norton Family is enabled.  You can find it at
 
Tools ->  Manage Add-ons in IE if IE is being used.

Tools -> Add-ons -> Extensions in Firefox if Firefox is being used.

Go to chrome://extensions then Extensions in Chrome if Chrome is being used.

When the Norton Family program detects the extension is disabled, the Norton Family program sends an alert to the parent.  

The Norton Family program still logs Web activities and also blocks websites when the Norton Family extension is disabled.  The disabled functions are

*Social networking

*Safe searching

*Video monitoring (for Premier users)

*HTTPS web monitoring

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

Katie, 

After looking around it looks like the child can kill NF controls by simply removing the extension from Chrome?  Is that right?  If so, the tool is just not robust enough to work in my house.

Kudos0

Re: Why Norton Not Blocking Web Browsing

I had to reinstall the extension to make things work again.  He must have removed it.  And, more importantly, there is no notification informing me that it happened.  

I don't think I agree with how you say the app works.  When the extension is disabled there is no limit to what he can do.  He is not getting blocked from visiting any site he wants to visit.  This is his school computer... he is only allowed to go to a handful of sites when your app is working.  When the extension is disabled he can go where ever he wants.

A log does me no good.  The "damage" has been done at that point.  

I want this app to work the way it is advertised.  If a child can disable it in 15 seconds then why bother??? 

Kudos0

Re: Why Norton Not Blocking Web Browsing

Scott,

You mentioned "reinstall the extension" a few times in your posts.  Can you please provide some details on how you "reinstall the extension"? The Norton Family extension doesn't need to reinstall, just enable it so I suspect that we are talking about different things.

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

I worked with one of the Norton techs for 1.5 hours last night trying to fix the issue.  We tweaked settings... but problem persisted.  He then uninstalled Norton Family, used a Norton tool to delete every vestige of the install, and then tweaked the registry to wipe everything Norton from my son's computer.  He then reinstalled the app.  All of the goofy behavior persisted.  He finally admitted that he could not fix the problem.  He promised that he would escalate the issue, gave me case number, and told me the next level of support would contact me today.  Needless to say I have not been contacted.  Very frustrating.

How do I get tech support to call me back?  I was only given a ticket number and a promise that I would be contacted today.

PS.  re: your comment above: my lingo was probably not correct.  I should have used the term enabled.

Kudos0

Re: Why Norton Not Blocking Web Browsing

Thanks for the update.  So if the extension for Norton Family is enabled, everything works well, but if it's not enabled, the child can visit any website and you don't get an notification, right?

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

No... not quite that simple.  We could not get Norton Family to block access to Youtube... it did not matter how we configured things (extension enabled or disabled... didn't matter).  Norton Family blocked everything else as it was supposed to... just not Youtube.  That's when he blew the whole thing up and started over.  But, even after the complete uninstall and install the problem persisted???  Who knows?  Certainly not me... and not your first level tech support guy!

Kudos0

Re: Why Norton Not Blocking Web Browsing

Can you please try browser Firefox to see if you still experience the issue, so we can narrow down it's browser specific or not?

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

We tried in Firefox... same behavior. Can you pls tell me how to contact second level support? I spent 1.5 hrs on this last night with tech support. Second level was supposed to contact me today. Do you want my case number?
Kudos0

Re: Why Norton Not Blocking Web Browsing

scott,

I'd like to  have a remote session with you.  If you are interested, please let me know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Why Norton Not Blocking Web Browsing

Sure.  You say when.  Thanks.

Kudos0

Re: Why Norton Not Blocking Web Browsing

Scott,

I've sent you a private message via the forum with the link to join the remote session.  Please click Inbox at upper right hand corner to view the private message.

Thanks

Katie

Thanks Katie

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