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Issue abstract:
Detailed description: I’m supposed to be able to view what video my watched on youtube, but everytime i click on it, the video doesn’t open. It opened yesterday, ut now it is not.
Product & version number:
OS details:
What is the error message you are seeing?
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If you cannot see the YouTube videos your child has watched in the Norton Family portal, it is usually because the monitoring requirements for video tracking are not fully met.
Top Reasons & Fixes
YouTube App Usage: Norton Family cannot monitor video activity inside the official YouTube app on Android or iOS. It only tracks videos watched through supported browsers (Chrome, Edge, Firefox, or the Norton Family browser).
Solution: Block the YouTube app under App Supervision and require your child to use a browser for YouTube instead.
Disabled Browser Extension: Monitoring relies on the Norton Family browser extension. If it is disabled or lacks the correct permissions, no activity will be logged.
Solution: In the child’s browser settings, ensure the extension is On and has permission to “read and change site data” on all sites.
Missing Accessibility Permissions (Android): On Android devices, Norton needs the Accessibility Service enabled to “see” what is happening on the screen.
Solution: On the child’s device, go to Settings > Accessibility and ensure the Norton Family Accessibility Service is toggled On.
Sync Delays: High network traffic or server load can sometimes cause a delay in logs appearing on your parent dashboard.
Solution: On the child’s computer, right-click the Norton Family tray icon and select Update House Rules to force a sync.
How to View the History
Once configured correctly, you can find the history in your Norton Family Parent Portal:
Select the Child’s Profile.
Navigate to the Activities tab.
Click on Video (Note: In some versions, video URLs are listed under Web activity if they are viewed on YouTube.com).