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Kudos1 Stats

Norton Family stops reporting activity

Hello! 

Anyone have trouble with Norton Family just, not reporting anything anymore?  It's not reported time spent online at all Wed, Thurs, today, and today is also not reporting web/search/video activity.

This is not the first time it's occurred, and it's quite annoying.

Thanks

Respuestas

Kudos0

Re: Norton Family stops reporting activity

Hi,

I have the same problem, Time usage and web usage is not reported. It always tells me no activity reported in 7 days, but it is not true, activities for several hours I could observe myself. Is there anything I need to activate to get the observation work?

Thanks

Kudos0

Re: Norton Family stops reporting activity

I;m geeting no activity in the summary but clicking in to see 'more' shows activity

Kudos0

Re: Norton Family stops reporting activity

Hi,

I have the same problem too.

Norton stop reporting activity since 1 sept until now. 

Please help to check.

Thaks.

Kudos0

Re: Norton Family stops reporting activity

All: Are you all getting the e-mail summaries from your products? This is a feature that requires the Premier version. Also try clearing your app cache on the parental device then reboot the device. See if things synch up.

Norton services are UP and GREEN across the board. If you ever want to check for an outage go here

https://status.norton.com/

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
Kudos1 Stats

Re: Norton Family stops reporting activity

Tazzelworm:

Hi,

I have the same problem, Time usage and web usage is not reported. It always tells me no activity reported in 7 days, but it is not true, activities for several hours I could observe myself. Is there anything I need to activate to get the observation work?

Thanks

Hi  @T@Tazzelworm,

I've sent you a Private Message requesting logs, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Family stops reporting activity

Search and Web activity are back, but time still is missing.  It's not alerting me for time logged in for curfews or longer than limit.  It shows 0 for the last two weeks with orange on the "over" days.  He sits right in front of me so I can see he's on the computer.

Kudos0

Re: Norton Family stops reporting activity

I also have this issue with time monitoring. I have uninstalled/reinstalled Norton family, checked settings on the child device, restarted the device, etc. For several weeks now my child has been on the device (Samsung S3) and the online parent dashboard shows 0 for time spent online. The phone does lock up at the designated time however and my child cannot use the device after that. It does also still monitor website visits.

Kudos0

Re: Norton Family stops reporting activity

I have the impression, that I could solve my problem by following these steps:

  1. delete the child profile from my Norton Family account
  2. delete Norton family from my child's device
  3. adding a new profile for my child in Norton Family, (using a slight different name from before) sending the request to install it on the children's device using the link sent by Mail
  4. installing Norton Family on my child's device, following all instructions
  5. since this reinstallation, it works.

Let me know if this worked out for you

My child de-installed Norton Family and than re-installed it again to hide the activity, This does not work.

Other question: Is there any possibility to block de-installation of Norton Family from child's device?

Kudos0

Re: Norton Family stops reporting activity

I shouldn't have to delete and re-install the product to get it working.  I've been down that road already, and here I am again with a partially functioning product.  @Norton - how do I fix this without uninstalling the product?

Kudos0

Re: Norton Family stops reporting activity

Mohan - Can you please answer my question below? (and above).  How do I fix Norton Family not reporting time without uninstalling it?  Requiring me uninstall/re-install every 2-3 months doesn't exactly instill confidence in the product. 

Also - could Norton security be interfering with the reporting at all?  I have noticed at least one other time, that Norton security required a scan and after that was performed things started to be "normal".  (Not true in this case.)

Thanks

Kudos0

Re: Norton Family stops reporting activity

All: I'm not the resident expert with Norton family. Just a suggestion that could help. Go to the Norton family website and LOG OUT of your account there. Power off ALL devices including the parental device. Turn on ONLY the parental device again and log into the NF site once again. While there power on all child devices being monitored and see if everything synchs up. Set instant lock on each child device at that time. Some info that may be helpful is here

https://support.norton.com/sp/en/us/norton-family/current/solutions/v117593097_nortonfamily_help_en_us

https://support.norton.com/sp/en/us/norton-family/current/solutions/v119791580_nortonfamily_help_en_us?

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
Kudos0

Re: Norton Family stops reporting activity

I am having a similar problem.  Norton Family was logging all web, search, and YouTube activity through the Firefox browser just fine for weeks.  But as of September 1, it stopped reporting any YouTube activity (both searches and videos played).  Web site activity and searches are still being reported.  Nothing seems to work to get YouTube activity reported.  Any ideas?

Kudos0

Re: Norton Family stops reporting activity

Logging out, and shutting down all devices, and then booting up the parental device, followed by the child devices did not work for me.

I ended up doing the dreaded "un-install/re-install"... now it is working again (for now).  Sad that this is what is needed.  Norton really needs to resolve this pervasive issue.

Kudos0

Re: Norton Family stops reporting activity

Ugh!  Re-install already stopped working!  Trying to get this to work properly seems futile.

Kudos0

Re: Norton Family stops reporting activity

@Mohan_G

Any update available with the team on this issue? Thanks in advance.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
Kudos0

Re: Norton Family stops reporting activity

I am having the same problem with Norton Family no longer working.  Also, I have removed and reinstalled several times, and on one machine, the install failed 7 times in a row.  This is a terrible customer experience.

Kudos0

Re: Norton Family stops reporting activity

So, no answers for this?  We just have to live with it or work around it?

Kudos0

Re: Norton Family stops reporting activity

All: As with every issue that appears please remember. It takes time to sort out the what, why and how these errors take place and finding the solution for them. Your patience is appreciated.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
Kudos0

Re: Norton Family stops reporting activity

I completely understand that it takes time to resolve new problems as they arise. 

For me, where the frustration comes in is that:

a)  the product/service I paid for does not do what it claims to do, and

b) there seems to be no acknowledgement from Norton that there is a problem, or any effort to fix said problem. 

This is where a simple, "We know that there is a problem, and we are doing everything we can to fix it quickly" would go a long way.  But feeling ignored is what prompts me to think that it might be time to look for another option.

Kudos0

Re: Norton Family stops reporting activity

All: There is a new release of NF for iOS here: https://community.norton.com/en/blogs/product-update-announcements/norton-family-161-ios-now-available

Everyone please update your products at your earliest convenience.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
Kudos0

Re: Norton Family stops reporting activity

What's really weird (and frustrating) is that, when I get the Weekly Report via email, under "Watched Videos" it actually lists the last few videos watched, and yet, when I log into the website, it incorrectly lists "no activity reported for the past 7 days". 

So, the activity is clearly still being recorded "somewhere"... it is just not being included in the Activity Summary!  Maddening.  

Kudos1 Stats

Re: Norton Family stops reporting activity

ArnieB:

What's really weird (and frustrating) is that, when I get the Weekly Report via email, under "Watched Videos" it actually lists the last few videos watched, and yet, when I log into the website, it incorrectly lists "no activity reported for the past 7 days". 

So, the activity is clearly still being recorded "somewhere"... it is just not being included in the Activity Summary!  Maddening.  

Hi @ArnieB,

The team has released a fix (backend) to sort this issue. Could you please check if you are still facing this issue? 

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos1 Stats

Re: Norton Family stops reporting activity

Hi @ArnieB,

The team has released a fix (backend) to sort this issue. Could you please check if you are still facing this issue? 

Yes!  I am once again seeing Video Activity.  Woo-hoo!   

Kudos0

Re: Norton Family stops reporting activity

Thanks for the confirmation, @ArnieB

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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