can you please let me know what this means and what causes it?
1/12/16 6:19 AM : Accessibility for Norton Family has been turned off. [nic SM-G530T]
Can you please let us know if the child uses Windows PC device, Android phone device or both?
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 for the update.
Norton Family Uses accessibility service to monitor Child’s web activities in Chrome Browser. To enable it, please navigate to Settings -> Accessibility -> Norton Family Accessibility Service.
Also, please let us know
1. What version of Android is running on the device? To determine what version is running on your device, select Apps > Settings > About phone or About tablet.
2. What version of Norton Family is on the phone? To find the version number, please go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family.
when you say,
"Norton Family Uses accessibility service to monitor Child’s web activities in Chrome Browser. To enable it, please navigate to Settings -> Accessibility -> Norton Family Accessibility Service",
are you asking me to go in the settings of the actual phone or the settings in Chrome to make these changes?
I will also send the info you requested once my son gets home from school today and I can look at his phone.
If you could please let me know the following, Id appreciate it:
1. Why wouldn't I receive an email for that specific alert but I do for all other alerts (ex. restricted websites alerts)?
2. Why can I not see that specific alert under the "alerts tab" on my iPhone Norton app but I can see all other alerts (ex.restricted websites alerts)? The only place I can see that alert is if I sign in to Norton on my laptop. I then see it in the alerts tab.
Thanks so much!
For Q #1 & #2,
NF team is working on the alert mail and iOS parent app. For now, you can only see it in NF Web Portal.
You asked "are you asking me to go in the settings of the actual phone or the settings in Chrome to make these changes?
Go to the actual phone (Android device) ->Settings -> Accessibility -> Norton Family Accessibility Service
After you turn on the Accessibility service, are you still getting the alert?
Thanks for the update! I did turn on the accessibility today. All of this happened on Jan 12th and there was no web activity for that date, but it did start showing again yesterday, the 13th. When I went to where you asked me to change the assessability, it was still off, but all web activity is showing although I did switch it to on and have checked since and it is still showing web activity since I changed it to on. Not sure why it was still showing web activity with the accessibility set to "no". Do you know what would happen to cause the alert to be triggered in the first place? Looking forward to hearing back from you regarding the updates for the email notification for the alert and also the alert showing in the iPhone app. Thanks Katie
Now since I have changed the accessibility to "on", which was about 1pm yesterday 1.14.16, I am no longer seeing any web activity. It all ceased about an after switching it to "on". I have been playing on the phone to see if any activity would come up and nothing has.Thinking I should switch it back to "off" since when It was "off", I was getting web activity, just not for one day 1.12.16 when I got the alert that "accessibility for Norton has been turned off". All web activity resumed the next day after receiving the alert and with the accessibility still switched to "off". This is very confusing!?
Thanks for the post. I've reported the issue to the team and they are working on this.
Once the child turns OFF the accessibility service, NF will send a tamper alert to the parent and the web supervision will stop working. This will happen once the user turns ON the accessibility service for the first time.
Are you able to see the web activity now?
No, I am still not able to see it unless I do the following every single day and actually get my sons phone in my hand.
(here is the message I sent to you in the private message)
Here is the info you requested. The device is a Samsung Galaxy grand prime phone. Device name is Nic SM-G530T. I have found that the only possible way to get web activity to show is to take that actual phone, Turn it off and back on, then actually log into it in parent mode and then everything will show up. It will then actually update the web portal and I can then also see the web activity on other devices. I just did it for today about 20 min ago and it updated everything missing for the entire day. Something between NF and the phone seems to disconnect every night because this happens every single day. There is no web activity until I get my hands on my sons phone to manually do all of these steps each and every day.
Please keep the Accessibility service On, so the Web activity can be monitored.
I'll report the Web log issue to the team for further investigation.
Please check the below settings on the Android device to see if these help.
Can you please let us know if the child uses WiFi or mobile data during the night?
Thanks for the update. We are checking into this.
Another thing I need to add:
If I go into google search history, I am also noticing there that no web data is being updated unless I restart the phone (just like for NF). How could no web activity be updated in both google web history and NF? Do you think there is a correlation between this? Before I restart the phone, no web activity in either app, after I restart phone, web activity populates for both google search history and NF. Seems like they are somehow going hand in hand and thought this might be some helpful info for you to maybe check into. Also, do you know if this could be caused by some type of auto sync not being checked? I would have no idea where to even check for that. I have played with the phone all night trying to find anything about an auto sync for google or anything and cannot find where it would be. Hoping this info is helpful!
Thanks for the information. I'll bring this to the engineering team.
I got the same alert on 1/20/16. I did not see the alert until today but have received emails with requests to allow websites and have full web history.
This is on her Andriod tablet.
Thanks for the post. Have you tried the steps I posted in the thread for user "chec"? Do they work for you?
Yes. The engineering team is checking into the issue.
Were you trying the steps described in the link below?
Have you been able to reinstall Norton Family by now? If you are still getting the error, can you please post a screen-shot of the error?
Instructions to post screenshots can be found here
Can you please post a screen-shot of the error?
hmmm...thanks for the update. I was hoping I could show the error to the engineering team to see if the error has something to do with the issue. Do you happen to remember the exact error message?
I'll report this to the engineering team. Thanks!
If the issue only happens on this particular android device and you want to uninstall/reinstall NF to see if it helps, you just need to uninstall NF from this android device by following the instruction described in the link below. You don't need to log onto your NF online account to remove the device because after you follow the steps to uninstall NF, the device should be removed from your online account automatically.
Very interesting. Engineering team confirmed once the child turn’s OFF the Accessibility service, the web supervision will stop working. I'll check with engineering team check on this.
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