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拍手0

Video Monitoring Stopped Working

With Norton Family Premier I should be able to view video details such as the video name and a description of the video. I should be able to click on the video link and watch the video that my child watched.

 

This evening I was watching YouTube videos with my child on his Google Chrome web browser, so I know he was watching videos. However, according to the parents web page there is "No activity for Last 7 Days".

 

When I first upgraded to Norton Family Premier this feature (video monitoring) worked. Why has it stopped working?

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拍手0

Re: Video Monitoring Stopped Working

With Norton Family Premier I should be able to view video details such as the video name and a description of the video. I should be able to click on the video link and watch the video that my child watched.

 

This evening I was watching YouTube videos with my child on his Google Chrome web browser, so I know he was watching videos. However, according to the parents web page there is "No activity for Last 7 Days".

 

When I first upgraded to Norton Family Premier this feature (video monitoring) worked. Why has it stopped working?

拍手0

Re: Video Monitoring Stopped Working

Hi Bulldoggy,

Please check the Chrome browser that your child uses to see if the Norton Family Extension is enabled.  You can find it by clicking Wrench button on the Google Chrome toolbar ->Tools -> Extensions. 

Thanks,

Katie

Thanks Katie
拍手0

Re: Video Monitoring Stopped Working

No question about it: Norton Family is enabled in Google Chrome and Internet Explorer, the only browsers installed on that computer. The other way I know that Norton Family is enabled is that it continues to monitor (and block) web traffic and time on the computer.

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Re: Video Monitoring Stopped Working

Searching through this forum shows that this problem - video monitoring stops working - has existed since 2010. No cause or solution have been posted. The only advice offered is to check whether Norton Family is enabled in the browser...which it obviously is, since the rest of its features are working.

Since video monitoring was the primary reason I upgraded to Premier, I have to question whether I should remain with Premier.

拍手0

Re: Video Monitoring Stopped Working

Hi Bulldoggy,

The team has addressed the issues with video monitoring in the March release (see below please).

http://community.norton.com/t5/Norton-Family/March-27-Update-from-Norton-Family-Team/m-p/934511/highlight/true#M13082

Just try to narrow down the issue, can you please try to watch youtube in IE or Firefox to see that makes any difference?

Also, what version of Chrome do you have?

Thanks,

Katie

Thanks Katie
拍手0

Re: Video Monitoring Stopped Working

About half an hour ago, my son and I watched a YouTube video on Google Chrome and then on Internet Explorer. Nevertheless, the parent's portal still says "No activity for Last 7 Days".

Windows 8

Norton Family Premier 2.8.0.5 (desktop interface)

Google Chrome 27

Internet Explorer 10

"Lights Out" by Rick Astley

拍手0

Re: Video Monitoring Stopped Working

It's now about 3 1/2 hours after my previous post, and the Rick Astley video we watched earlier has finally shown up in the parents portal. Perhaps the videos we watched later will eventually show up too.

About how long should it take for a watched video to appear in the parents' portal? Tonight's video took about 4 hours before it appeared in the parents' portal. By contrast, website visits take just a few minutes to appear.

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Re: Video Monitoring Stopped Working

Hi Bulldoggy,

I'll be glad to set up a remote session with you.  If you are interested in having one with me, please send me a private message via the forum for details.

 

 

Thanks,

Katie

Thanks Katie
拍手0

Re: Video Monitoring Stopped Working

No response from Symantec regarding a remote session.

It's diificult to find parental control software that is as flexible and yet effective as Norton Family. In addition, Norton Family's implementation of blocking - the house rules, time-out warnings, the gently worded messages - is far better than the severe treatment my son received at the hands of NOF's competitors.

For now I'll take the good with the not-so-good, but I'm not going to pay for the not-so-good, which is why I will seek a refund for Norton Family Premier and stick with Norton Family.

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Re: Video Monitoring Stopped Working

Hi Bulldoggy,

Thanks for the update.  I understand your concern about remote session.  What I usually do during a remote session is check to see if something is odd in the settings and try to find a way to make the program work.   If it's not about settings or no workaround found, I will collect some logs from the system for the Norton Family development and QA team to investigate further.

Thanks,

Katie

Thanks Katie
Accepted Solution
拍手0

Re: Video Monitoring Stopped Working

After a lot of beating around the bush and wasting time, a Symantec tech I chatted with told me there's nothing that can be done to fix problems with Norton Family aside from uninstalling and reinstalling the client. That's all they'll do if you allow their remote connection. They use different names to describe it - like 'synching with the server' - to give the impression that something is actually being fixed. But really it's just a reinstall.

In my case I downgraded NF Premier to regular NF, since regular NF web page blocking and time scheduling works well for me. I guess I'll find something else for monitoring online videos.

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Re: Video Monitoring Stopped Working

Hi Bulldoggy,

I understand your frustration, but I have to disagree with you.  You haven't given a chance to have a remote session with us working on the issue.  As a result, the Norton Family team hasn't checked into the issue yet, so I'm not sure where your comments come from.

As I mentioned in my previous post, I'll be glad to setup a remote session with you to work on the issue.

Thanks,

Katie

Thanks Katie
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Re: Video Monitoring Stopped Working

Sent a private message to you.

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Re: Video Monitoring Stopped Working

Bulldoggy,

I just purchased the upgrade to premier last night.  Can't see any websites visited today at all, no videos for today, I know there are videos being watched.  My kid says the timer is working at home, not sure about blocking, I put in a couple of sites today and they were blocked it looked like.  I am frustrated.  I want something that WORKS for video monitoring.  What other products are you looking at? 

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Re: Video Monitoring Stopped Working

lenielynn,

Please see the thread that you posted for the same issue below.

http://community.norton.com/t5/Norton-Family/New-to-Premier/td-p/980159

Thanks,

Katie

Thanks Katie
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Re: Video Monitoring Stopped Working

Hi lenielynn,

Are you still experiencing the issue?  If so, we will be glad to setup a remote session with you to check the issue further.

Thanks,

Katie

Thanks Katie
拍手0

Re: Video Monitoring Stopped Working

I upgraded to Premier several days ago and have not been getting any logging info on my son's samsung android tablet.  I spent about 40 minutes on a Chat with Notron guy but couldn't help and after a while I believe he knew it and kept asking "if i needed anything else" when we were in the middle of a fix attempt.  IN the end, he ended the chat before the last of the attempts completed. 

I need help on Norton Family activity monitoring, espically the video monitoring and logging.  It seems to be blocking the bad sites from the web, but no other logs working.

I did uninstall and reinstall the app but to no avail.

  Thanks,

    Joe

拍手0

Re: Video Monitoring Stopped Working

You don't need Norton Family Premier to monitor video. In fact, you can get better video monitoring from the free version.

In the free version, under Web monitoring, you will be shown a list of all the domains your child has visited. Click on the domain and you'll see a list of web pages from that domain that your child has viewed. Do this for youtube.com, for example, and you'll see the URLs of all the youtube videos your child has viewed. Just copy and paste a URL to your browser's address bar and press Enter.

In the paid version of Norton Family, you can you can watch the videos by clicking on the link; in the free version you have to copy and paste the URL into your browser's address bar. So what.

Moreover, the video monitoring in the paid version only works on a limited number of video sites. In the free version you can watch any video your child has seen, no matter where they saw it.

拍手0

Re: Video Monitoring Stopped Working

Thanks!  I see that now.  It is very helpful but I noticed that it only caught about a-third of what I watched.  I "tested" it by watching and logging videos I watched and most weren't on the detail list.

I hope someone can fix this, I, like everyone else who upgraded to Premier, paid for this service and am not getting it.

Does anyone know what the return policy for Norton Family Premier is?

  Thanks Again,

       Joe

拍手0

Re: Video Monitoring Stopped Working

Eventually you will see links for every video watched. It takes Norton Family anywhere from a few minutes to a few days to report all the links, contrary to  Symantec's claims.

Obtaining a refund for Norton Family Premier is quick and easy. You'll find directions in the parents portal at the 'Help' link in the upper right corner. That will bring you to a long FAQ where you'll find detailed directions for obtaining a refund.

I downgraded from Premier to Free and received a full refund within a few days, no problem. (More recently I completely uninstalled Norton Family, but that's a different story.)

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