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Fix problem with Norton Family no longer monitoring your child's device

The Norton Family team has identified a known issue that occurred to a small number of its customers.

Due to a Norton Family database infrastructure update that occurred on April 30th, 2016, a small number of our customer's accounts lost the ability to monitor the child devices and some of the child's activity history.

An email has been sent to the customers who are affected by this issue with the instructions on how to continue to monitor the child's activities on all of their devices.

In order for Norton Family to continue to monitor the child's activities on all of the devices, please uninstall and reinstall Norton Family on each device that you would like to monitor. Failure to take action will leave your device unmonitored.

Depending on your device, do one of the following:

If you have completed these steps by April 30th, only Time reports are missing from your prior activity history. Completing this after April 30th, 2016, however; may result in loss of all prior activity history.

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DOCID: v117387052_EndUserProfile_en_us
Operating System: Android, iOS, Windows
Last modified: 11/20/2018