I have a problem setting up Instant Messaging monitoring

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1

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2

I have been using Online Family for several months with no problems.  My hard drive recently failed and had to be replaced.  I have reinstalled Online Famliy it is recording my kids visits to websites but is not recording im activity. 

3

Hi plw90mort,

 

Please provide the following information.

 

1.What version of NSM is installed on kids' PC?

2. What Instant Message Service do your kids us and version number?

3. Make sure Chat Supervision is on under Settings -> Instants Messaging

 

 

Thanks,

Katie

 

4

I am not sure what you mean by NSM.  Do you mean Norton Security System?  If so, we have Norton 360 3.0 version.  The kids use AIM for instant messaging. I am not sure what version but it must be the most recent because they just had to download it again last week.

The chat supervision is on.

Thanks

5

Hi plw90mort,

 

Sorry about the confusion.  NSM is Norton Safety Minder.  You can find the version number by clicking on the Norton Safety Minder icon (a dog paw) in the system tray and select About Norton Safety Minder.

 

Thanks,

Katie

6

I have NSM version 1.1.5.15

7

plw90mort,

 

Thanks for the additional information.  I tested it with NSM 1.1.5.15 and was not able reproduce it.  Could you tell me what Operating System you use?

 

Thanks,

Katie

 

 

8

Vista

9

plw90mort,

 

I just sent you a Private Message. You could access this message by clicking on the List Private Messages  icon in the upper right hand corner of the page. 

 

Thanks,

Katie

 
Message Edited by KatieQ on 10-06-2009 06:37 PM
10

I setup NSM and everything works but the IM/chat.  My kids have been chatting but nothing shows up in the activity section.  The monitor is on.  Anyone have any ideas?

11

Hi saje4,

 

What Instant Messager do your kids use?  OnlineFamily.Norton supports following Instant Messengers to monitor Instant Messaging activity for your child:

 

• Yahoo Messenger

• MSN Messenger

• Windows Live Messenger

• AIM (AOL Instant Messenger)

• Google Talk

Note: OnlineFamily.Norton does not support Web browser based clients of Instant Messengers listed above. Currently, OnlineFamily.Norton supports Instant Messengers only on Windows. Instant Messengers on Mac are not supported.

 

Thanks,

Katie

12

They are using Trillian, which integrates AOL, MSN and Yahoo Messenger into one interface.   It is running on Windows XP.

13

saje4,

 

Thanks for the information.  Could you tell us the version of Norton Safety Minder and Trillian are installed on the PC that's being monitored, so we can try to reproduce it in house?

 

Thanks,

Katie

14

Trillian 3.1 Basic, Sept 1, 2009

NSM v1.1.5.15

NOF v1.1.5.14

NOD v1.1.5.14

15

saje4,

 

I tested it using the same version of OS, NSM and Trillian, but it worked fine for me.  Please make sure the Chat Supervision is On under Settings -> Instant Messaging.

 

Thanks,

Katie

16

Katie,

 

Chat Supervision is enabled (on).  Any other ideas on how to get this to work?

17

saje4,

 

Do you also use other Instant Messengers?  Could you try them to see it they work?  I'm trying to narrow down to see this is something about Trillian only or the Instant Messaging monitoring is not working for you at all.

 

Thanks,

Katie

 

 

18

Instant messaging is not recording any activity.  I have checked that the add-ons have been enabled and I have also checked the settings for the Chat Supervision is on.  How can I fix this?

19

Hi LyndaK,

 

What Instant Messager do your kids use and version number?

 

Thanks,

Katie

20

The IM would be when using our email account through Verzion and when instant messaging through Facebook.  I don’t know what versions these are.