Online Family Safety is not tracking web activity

Archive
1

Norton online family stopped tracking web activity. I tried installing and reinstalling and it still does not work. I looked through the forums and tried couple of things suggested by other people with no success. Please help.

2

Hi,

I am having a similar/same issue.  Have installed Norton Family on 2 x Mac Airbooks.  Each has an admin account used by me and a dedicated user accoun for my kids on their respective Airbook.   Worked well (mostly) for 1st day on both machines - activity blocked as approriate (web and time limts) and activity visible by me logging on to Norton Family account but after 1st day one machine /account activity stopped showing up online.  By logging on to daughters account and delberately trying to access blocked website the website was blocked and Norton "dog" appeared, however this activity is not appearing on the Activity page, nor am I receiving any email alerts (and has definitely been set-up).  I have installed the Safari extension, uninstalled it, reinstalled it. Reinstalled Norton Family and all has made no diference for this particlar Airbook and my daughters account.  The other Airbook and son's account is generally still working as expected, except that I do not receive alert emails.

Have previously used Norton family with an older Windows laptop with a kids account and everything has worked as expected: activity visble on Norton web site, emails about time limits, blocked web sites etc.

Any tips gratefully received.

 

Thanks.

3

Norton online family stopped tracking web activity. I tried installing and reinstalling and it still does not work. I looked through the forums and tried couple of things suggested by other people with no success. Please help.

4

Hi hammers,

 

What are the Mac OS versions running on the machines?

 

 

Thanks,

Katie

5

Hi Katie,

Both are running OS X 10.8 Mountain Lion

Regards,

John

6

hammers,

 

Can you please send your Norton Family account email address to me by private message in the forum, then the team can check it further?

 

 

Thanks,

Katie

7

None of the function works.  Web logs, website blocking and everything else also not working.

 

regards

8

Hi kathai,

 

If none of the fuction works, please check out the Get Started file below and  setup your Norton Family account correctly. 

 

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20090505112039EN

 

Please make sure the child’s account is associated with his/her Windows account.  For details, please check out the links below to see if they help.

 

https://onlinefamily.norton.com/familysafety/help.fs?action=addChild

https://onlinefamily.norton.com/familysafety/help.fs?action=createWindowsUserAccounts

https://onlinefamily.norton.com/familysafety/help.fs?action=associatingWindowsAccount

 

If you have any further questions, please let me know.

 

 

Thanks,

Katie

9

I have gone through the setup process in the past and have not changed the settings in a while.  This issue started happening few months ago and still going on. 

 

Strangely, last night Norton Family showed a time limit exceeded message.  I have never setup time limits.  Only Web filtering and tracking web usage.  May be some of the functions are working.  I just checeked,  Still the web usage tracking is not working.

 

Regards

10

Hi kathai,

 

Thanks for the additional information.  I've received your account email address and will send this to the team for further investigation.

 

 

Thanks,

Katie

11

My experience is very similar to kathai's.  Norton Family was working fine, and then activity logs went blank a couple of months ago.  When I try to access the logs, I see the message "Unable to retrieve activities."  E-mail notifications have been sporadic.  I'll get a handful of them every day or two--all with the same timestamp.  Times on the e-mails often don't correspond to times when my son was using the computer. 

 

Blocked website messages still appear on-screen, so my son doesn't notice any difference, but I miss the detail in the logs and the timely e-mails that I formerly received.

12

Hi JAW_Dad,

 

Can  you please send your Norton Family email address to me by private message in the forum?

 

 

Thanks,

Katie

13

Hello Katie,

 

Thanks for looking into this issue. Did you get any response from the team regarding the activity logging issue?

 

Thanks

14

kathai,

 

Thanks for the inquiry.  I'll get back to you.

 

 

Thanks,

Katie

15

Hi kathai,

 

I've send you a private message.  Please check it when you get a chance.

 

 

Thanks,

Katie

16

Hi Katie -  Did you receive the private message that I sent to you in response to your request above?

17

Hi JAW_Dad,

 

I got the email address.  The team is checking into the issue.   When I get a update, I'll let you guys know.

 

 

 

Thanks,

Katie