Norton Family - Delayed Logging and Notification

Archive
1

I have two computers running NF.  When I check the website, one computer is 24 hours behind when it comes to logging the websites that have been visited while the other one is only 3 hours behind.  Then, to make matters worse, if my kids visit a site that is prohibited or use up their allotted time, I do not get the notification for almost 18-19 hours. 

 

This is a problem that has been going on for some time and I have reported it here.  I am then asked to provide my email address that is associated with my account.  Then I never hear another word.

 

So Norton, when are you going to fix this program?

2

Hi Douglasmtn,

 

Norton Family is recording the logs and saved them on the backend servers correctly.  It's possible that It will take a while for the logs to be sent up on the website for the parents to review at the moment as there are lots of logs pending.  If you log onto the PC as the monitored child and try to access a blocked website, does the website appear at Activity -> Web after a few minutes?

 

We are checking into the issue.

 

 

Thanks,

Katie

3

Katie,

The answer is no.  I can use my kid's computer, access a site, and no reference of it will show up on Norton for 24 hours.  And in some cases, even the blocked sites do not show up.  And when they do, they are 24 hours after my child trid to access the site.

4

For several weeks I have been receiving weekly reports that show no activity for my child's computer. I reinstalled the product and confirmed the settings. The product is blocking websites and is enforcing time restrictions. However, I an still not seeing any activity in the emailed reports, nor on the Online Family Website.

 

Please let  me know what is causing this issue and what is being done to correct it.

 

 

 

5

Here is additional Information about our computer:

 

1.Type of Operating System and version(for example, Windows XP SP3, Vista Home Premium SP1, etc…)

Mac OS 10. Something

2.Type of Web Browser and version(for example, IE8, Firefox 3.6.6, etc)

Firefox - latest Version

3.Type of user account that the child has on the system(Admin, Limited, Standard…)

Managed.

4.Norton Safety Minder Version (you can determine this by right clicking on the Norton Safety Minder icon in the System tray and selecting About Norton Safety Minder).  The latest version for Norton Safety Minder is 2.0.0.48.

Lastest Version

5.Any other Symantec/Norton product installed (please provide version information.  For example, the current version for NIS is 17.7.0.12)

None

6.Any other Anti-Virus or Security product installed (please provide version information)

None.

 

 

6

Hi brrglnt,

 

Please provide the exact Mac OS version. 

 

Could you also let us know the exact version number for Norton Family on the Mac?

 

Click the Norton Menu icon -> Select Norton Family -> Edit Account, then you should see the version number on the screen.

 

 

Thanks,

Katie

7

Hi Douglasmtn,

 

I'd like to set up a remote session with you to check the issue further.  Please send me a private message via the forum for details.

 

 

Thanks,

Katie

 

8

MAC OS 10.7.5

NOTON ONLINE FAMILY :3.1.3R73

 

 

9

Hi brrglnt,

 

Thanks for the information.  We are trying to reproduce the issue in house. 

 

If you log onto the Mac as a monitored child and visit a blocked website, do  you get blocked?

 

 

Thanks,

Katie

10

brrglnt,

 

Have you tried to uninstall/reinstall Norton Family on the Mac to see if it helps? 

 

 

Thanks,

Katie

11

Yes. I did that. It blocks websites and enforces time restrictions, but I see no activity on the Norton site nor in the weekly emailed reports.

 

12

brrglnt,

 

Please send the following logs to me.  You can find my email address in my profile http://community.norton.com/t5/user/viewprofilepage/user-id/15038 (Sorry, the forum has a rule not allowing users to indicate email address in the post).  

To collect logs: Running /Applications/Utilities/Console, then clicking on ~/Library/Logs in the Log List (left side of screen, show it if you have to), then CrashReporter.

 

Thanks,

Katie

 

13

Thanks for the reply. I will send the logs.

 

--Barry

 

14

Katie,

 

I checked the locations you specified for log files and found none. I examined that location both as the machine admin and using my child's account. I have the machine with me today, so if you could call me directly to troubleshoot this issue, I would greatly appreciate it. I will send you my number via the email address you specified,

 

--Barry

 

 

 

 

15

Hi brrglnt,

 

I've sent you an email.  I'll check with the team for further investigation.

 

 

Thanks,

Katie

16

I am having similar problems -- basically I almost never receive email notifications, and activity logs are not up to date.  I access nortononlinefamily from several Windows computers, and this is not unique to a particular computer.  How can I get help?

 

Thanks

17

Hi mdyedc,

 

I'd be glad to setup a remote session with you if you are interested in having one with me. 

 

Also, please send me your Norton Family account email address via private message in the forum.

 

 

Thanks,

Katie