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Enjoy the Premium Features in Norton Family Premier FREE for 30-days!

Norton Family allows new users to try all of the great premium features in Norton Family Premier  FREE  for 30-days! Norton Family Premier allows parents to: Manage time spent on different devices with the new Time Supervision feature for Android With Mob ...
Forum Thread
Author:
KatieQ Employee
Posted:
31-Aug-2016 | 5:09PM
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Hi EliezerB,

Hi EliezerB, Our engineering team would like to have a remote session with you to investigate this issue further.  They will send you an email for details. If you have any questions, please let me know. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
25-Jul-2017 | 3:46PM

Hi Huber,

Hi Huber, Do you receive an alert about it after the child changes the time on his phone? Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
25-Jul-2017 | 2:50PM

Hi EliezerB,

Hi EliezerB, I'll check with our engineering team to see what they have found out about the issue and will keep you posted. Thanks for your patience. Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
24-Jul-2017 | 11:06AM

Hi Sean,

Hi Sean, 1. 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? 2. Please go to the folder below on the PC and extract (zip it) the logs, then send it to my email. ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
21-Jul-2017 | 1:40PM

Hi Elizabeth, 

Hi Elizabeth,  I just sent you a private message.  Please check the message via the forum by clicking Inbox at upper right hand corner. If you have any questions, please let us know. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
20-Jul-2017 | 6:16PM

The issue seems to be

The issue seems to be location related. The team is trying to reproduce the issue.  We will keep you posted as soon as we get an update. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
19-Jul-2017 | 6:23PM

Hi Kjlopey,

Hi Kjlopey, Our engineering team provided the following information to clarify Instant lock removal related issue On removing Instant lock, house rules will get updated only in the presence of internet in the device Child will receive generic message like ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
19-Jul-2017 | 2:02PM

Can you please let us know

Can you please let us know The specific URL blocked Your location,  state and country Screenshots of the actual block pages you are seeing. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
17-Jul-2017 | 4:55PM

Can you please let us know

Can you please let us know The specific URL blocked Your location,  state and country Screenshots of the actual block pages you are seeing. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
17-Jul-2017 | 4:54PM

Hi Kjlopey,

Hi Kjlopey, It's nice working with peers:-) Yep, please send them to us, so our team can check further with the information they requested.  If they need any further information later, I'll let you know. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
17-Jul-2017 | 4:38PM

Hi Cory,

Hi Cory, I'd like to setup a remote session with you to try the following steps.  If you feel comfortable with the steps below and want to try yourself, please let us know the results.  If you want to have a remote session with me, please send me a p ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
17-Jul-2017 | 3:27PM

Hi Tom Bo,

Hi Tom Bo, The House rules are applied to one child with one or multiple devices. You have to set rules for other kids individually. I'll forward your request to the management team. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
17-Jul-2017 | 1:58PM

Hi Bryers4, 

Hi Bryers4,  Thanks for the valuable post.  Our Norton Family team is in the process of adding Time Supervision for iOS devices.  It will be available in a future release. As you already know, the features designed in iOS devices are different from Androi ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
17-Jul-2017 | 1:40PM

Thanks.  I'll report this to

Thanks.  I'll report this to our engineering team. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
14-Jul-2017 | 6:17PM

Hi Kjlopey,

Hi Kjlopey, To help our engineering team to investigate the issue further, please share screen shots of following information with us.  Instructions to post screenshots can be found here https://community.norton.com/forums/how-post-image-forums-0 1.‘House ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
14-Jul-2017 | 4:08PM

Hi Mike

Hi Mike Thanks for the update.  I'm glad to know you have figured out the issue yourself. Looks like Sophos Web Protection blocks Norton Family website wrongly. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
14-Jul-2017 | 11:53AM

Hi Cory,

Hi Cory, I sent you a private message.  Please follow the instructions and send me the logs that I mentioned in the message, so we can check further on the issue. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
13-Jul-2017 | 4:57PM

Thanks for the update Mike.

Thanks for the update Mike. It sounds like a compatibility issue with Sophos since you are able to access your Norton Family online account on other devices where there is no Sophos Endpoint Security. I understand that you think it's Norton Family en ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
13-Jul-2017 | 12:04PM

Thanks for the update. 

Thanks for the update and private message.  Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
12-Jul-2017 | 7:52PM

Hi Cory,

Hi Cory, Besides Norton 360, do you also have other security product(s) on the PC? 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 ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
12-Jul-2017 | 3:31PM

Hi Rissap

Hi Rissap Norton Family currently monitors default text application on the phone.  The program currently doesn’t monitor 3rd party chat app. If you also don't have default text logs, please check the following:  Open device Settings->Apps Select N ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
12-Jul-2017 | 3:19PM

Hi rsanchez,

Hi rsanchez, Thank you very much for the update and private message. Our engineering team confirmed this is expected behavior as design when parent mode session times out. We see your point and are planning to improve the user interface by voiding ‘Get St ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
12-Jul-2017 | 3:06PM

Hi Mike,

Hi Mike, One of the advantages of using Norton Family is a parent can access Norton Family online account (monitor his kids) from any devices at anywhere as long as there is internet connection on the device. So my questions are 1. Are you able to log ont ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
12-Jul-2017 | 3:02PM

Hi Mike,

Hi Mike, You said "Windows browsers will not load pages".  What page you are trying to access?  Is URL of the Norton Family page? https://family.norton.com/web/ Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
11-Jul-2017 | 7:06PM

Hi Cory,

Hi Cory, Can you please send us a screen shot of the page where shows "it is corrupt"? Instructions to post screenshots can be found here https://community.norton.com/forums/how-post-image-forums-0 Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
11-Jul-2017 | 6:52PM

Thanks for the update. Katie

Thanks for the update. Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
11-Jul-2017 | 6:44PM

Hi Kjlopey,

Hi Kjlopey, Please let us know the name of the device bound to child for further investigation of this issue. Steps to get device name: Login to Portal Select Child Select Child Activities tab->Bound devices will be listed Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
11-Jul-2017 | 2:33PM

Hi rsanchez,

Hi rsanchez, 1. 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? 2. Can you please send us a screen shot of this "get stared" page? Instructions to pos ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
11-Jul-2017 | 2:30PM

Hi,

Hi, It's a known issue and the team is working on this.  I'll check with the team for an update. Thanks Katie ...
Forum Thread comment
Author:
KatieQ Employee
Posted:
10-Jul-2017 | 7:03PM