Web Monitoring not working

Have been using Online Family for over a year with no issues. The last web activity logged that I can view under All Activity or from the Web is from 9/9/2010 at 4:26 PM. The computer being monitored has been accessing the web since 9/9/2010 but nothing is being logged. The product is still running based on the icon in the system tray. What could cause the monitoring to stop appearing under the All Activity tab when logged into my account. None of the other monitoring tabs are showing any activity as well. I am also not receiving any email notifications pertaining to the product being disabled. I have not been receiving email notifications in the past when a blocked site is visted even though I can view this on the Alerts tab.

Hi ghayes,

 

1. Is the Norton Safety Minder icon, a dog paw in the system tray shown as active (not dimmed or with a red X)?

2. Do the children log onto the PC using their user's accounts which are monitored?

3. Do you see the profiles are protected at Settings -> Profile?

4. Is the Web supervision turned on at Settings -> Web?

 

Thanks,

Katie

 

For what it's worth I'm having a similar problem. The filtering itself works but logging is sporadic at best from either of our computers that we use the product on.

 

NIS 2011, just downloaded online family yesterday, Firefox 3.6.9...and as I already said, logging of web activity from the browser is sporadic to nonexistant...

 

 

1) Yes the Saftey Minder is active.

2) Yes they login using the account that is being monitored.

3) Yes the profile is protected.

4) Yes web supervision is on.

 

On 9/15/2010 there was some activiity logged and then nothing. I got one activity log on 9/16/2010. This computer was activley uising the internet from 9/9/2010 thru 9/16/2010 but yet the activity is not accurately reporting this activity. It was working great but now it will completely skip days, then log a couple entries and then stop again.

Hi terryleefr,

 

I read the other post you sent at http://community.norton.com/t5/Norton-Online-Family/Not-seeing-activity-from-both-computers/m-p/293002.  Please check the comments there.

 

If you have any questions, please let us know.

 

 

Thanks,

Katie

Hi ghayes,

 

It is very odd behavior that the program would work for one day, then stop working for a few days and work again.  I was wondering if it's possible you could log onto the PC using the kid's account and do a few activities for several days, for example, access a couple of websites to see if they get recorded. 

 

 

Thanks,

Katie

So out of curiousity, do you use the sleep function of your computer rather than turn it off? What I seem to be noticing is if we use our computer's sleep function, rather than a complete shutdown, then I do not see the logging occur on the web site. Once we shut down completely and reboot, we start to see the logging again.

 

Not 100% sure yet but right now that's what it looks like for our issues...

I have actually already done this, but before I did the monitoring was working again. The monitoring is still working today. The only thing I have done is to click on the Update House Rules, thinking that maybe something was just out of sync.

Yes this computer typically goes into sleep mode and is very rarely turned off. But this has been the case since we installed the product a year ago. It was working fine and then just stopped. I suppose you could say that the child turned off the Safety Minder, but I did not get any alerts that they did this and they do not know the password to turn it off.

 

Although monitoring is now working, I still do not get any email notifications when a blocked site is visited, which I use to get.

Hi ghayes,

 

Please make sure all notification options are checked at Settings -> Notify.

 

Also, please check the Spam email folder.

 

 

 

Thanks,

Katie

 

I have the same problem.

Every time the computer shutdown the program stop working.

 I think I found a solution, set your computer to restart when you press shutdown button, it may work.

Go to where you select option to restart or shutdown, right click and click properties and set up to restart when pushing shutdown button, this is a solution for now.

we've been having similar problems, and I think I know what's going on...there's a service ("Norton Proxy Service" or something similar) that I believe needs to be running for the logging and notification emails to work.  If someone (my son, in this case) goes into the Services control panel and stops that service (as a YouTube video on hacking NOF suggests) then it will look like NOF is running on the PC, warnings will pop up to the user when they go to inappropriate sites, but nothing is reported back to the central repository, and no emails are sent.  When the PC is rebooted, if the proxy service is left to autostart, then everything will work again.   This could explain the behavior you are seeing.  

 

My question- is there a way to require a password or something else when someone attempts to stop the proxy service?   Or at least have NOF monitor and report if it is stopped.  Short of taking away my son's administrator privileges, is there a way I can prevent this hack? 

Hi jimbo_guy,

 

We have been trying to reproduce what you described, but not able to do so yet.  Is if possible that  you could send us the link to YourTube video on the issue or you could give us some details on how to disable the service?

 

 

Thanks,

Katie

I'm having the exact same problem. All of a sudden, around 9/20/10, 3 computers that I was monitering stopped reporting web activity, and the filtering basically acts disabled.  Web supervision is enabled on the website, the icon shows the program active on all 3 computers, in the system tray, and when the computer boots, you get the notice that the system is monitored.  However, no activity is showing up on the website.  Very very bad for this not to be working.  Basically, all filtering is off right now.  Please help...

For what it's worth ... I know I may sound like a broken record here, but this problem does not happen for us any longer if we do not let our computer's "sleep" .. shutting down completely when done or restarting allows for the traffic and filtering activity to start logging on the web site again.

 

It may not be the fix in your case but it seems to have worked for us...

Yeah, I've tried restarting, logging off, re-installing, and nothing works.  I get a notice on a re-install, and then no web activity after that.  Something must be imcompatible with the latest Firefox update 3.6.8, would be my guess....

Hi schaef_b,

 

Have you got a chance to test it using IE?

 

Please let us know the results and if you like, I'd be glad to setup a remote session with you.

 

Thanks,

Katie