2 Monitored Children, New Device on 1 Child, Favourite location Enter/Leave not creating push notification anymore

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1

Note: Always an issue - can rarely locate any device real time - never seems to work well so i rely on favourite location notifications and the location history to keep an eye on where my children are.

Before Christmas 2023:

2 Children each with an android device (Samsung S20 and Samsung S20FE). Family installed. Monitoring all setup. favourite locations set up.

 - Parent app receives push notifications from both devices when they leave or enter their respective favourite locations.

After Christmas 2023:

1 child receives new android device (Samsung S20FE now removed and Samsung Z-Flip 5 added). Norton 360 and Norton Family installed. New Device added. all settings mirrored old device and other child's device to make sure. Location services all running - when i log on and check - there is a location trail as expected.

Problem: No push notifications received on parent device concerning new device entering or leaving favourite locations. Still receiving push notifications concerning other child's device though..

if the new device instigates a check in - this is received. also anything else that is monitored such as app install/uninstall - that also triggers a push notification on parent device. this is just FAVOURITE LOCATION

Solutions tried:

- uninstalled all Norton products and reinstalled - equivalent to turning on and off again

- deleted all favourite locations on concerned child's account and re-added in case locations in someway link to a device.

- removed device and re-added followed by new favourite locations

- removed child account and device and re-added child, device and locations

- countless checks for accessibility permissions, location etc.

 

at a loss as to what could be the issue. Only difference i can see is new device is running OneUI 6 instead of the previous device still on OneUI5 (i think). Though why that would cause an issue i don't know. location is definitely working - tracking history shows location services is working. only thing that is now not happening is i am getting no push notification for the new device when it enters or leaves a favourite location.

Any community member come across this and resolved it?

Anyone from Norton seen this and have a resolution?

 

2

Just noticed - thank you.

All phones updated and its working! yay

Bit of a lag recently on the S20 phone that didn't stop working - need to look into that but all doing as expected.

efforts are appreciated. ;)

 

3

Hi @TalonTK421,

Thanks for your follow-up. The release is made available in Playstore for all users from today. Please update to the latest version.

Thanks,
Norton Family Team

4

Hi

@karthik_s2 / Norton Family Team

Still 7.6.0.123 on Google Play... any update on the 7.6.1.144 being available? 

5

Hello @TalonTK421

Thank you for your Patience. Also thank you for reporting the issue. I am pleased to inform that we have identified and fixed this issue. But the release is staged rollout. It may take a week for the update to be available for everyone. Please update the app to version 7.6.1.144 whenever the update is available for you.

Thanks,

Norton Family Team.

 

6

Anything yet?

i recently discovered that the list of house rules that displayed on the device no longer sending location alerts didn't match actual house rules. in particular - a house rule that wasnt active - location alerts at scheduled time(s) - showed in the house rules.

also - of the 2 devices i have in my account (1 per child) the device that is sending alerts just fine also syncs its name from the Norton360 running on the device whereas the other device doesnt?

the only other difference i believe that exists between the 2 devices is the working one is on Android 13 and the problem one is on Android 14

7

Hi,

Thanks for reaching out to Norton Family Forum.

We are checking on this issue. Will get back once we find something.

Thanks,

Norton Family Team