Norton Family

[DJmichaud]

Have have gone through all the posting, and CAN find people having similar issues, but NO ONE actually posting how to resolve it. I am paying for PREMIER service, my son has a LIMITED login account sign-on on an XP computer. He has been able to just ignore the "Time has been reached" messages and continue to use whatever applications he has active. The attachment shows screen shots with him staying on up to 2am, His curfew is 11:00pm the night before. - The computer is running the latest Minder software. Your system needs to be re-evaluated immediately. Or else why buy this? - You can see on one of the screen shots (February 1) that he was on the computer for 7 hours. In his profile, he is only allowed 3 hours. How can this be? There is a serious problem with this program. Not shown on the screen is January days reflecting the same thing - time limited exceeding both length of time and and clock hours ("after-hours"). - He is telling there are no pop-ups blocking him. I do not know what to believe since I have not seen the actual activity. I just know that the computer is set-up correctly because this is my profession. I know computers, and I know that this software is not doing what it is supposed to be doing. -I need an email address to send you screen shots. This forum community will not allow me to send screen shots in a DOC file format.

[msdrn]

I'm having the exact same problem right now, and variations thereof at other times: 

 - Kids can log in during curfew

 - time limits exceeded with no warning to child or alert to me

 - child shown as logged in/using computer when child is asleep and computer is in my posession!

[Matt_Boucher]

Do you have the time selection set to warn or block?

If it is set to warn the child will get a dialog stating that the parents will be notified, but will be able to continue their work.

If you want to send screen shots, my email is in my profile. Also make sure you send me the settings screen shot as well.

Regards,

Matt

[zanussi]

I'm having the same problem on my Mac. My daughter has exceeded her time limits several times recently. She gets no warning. I see the log says her limit has been reached but it doesn't block her and the log just keeps going. I have checked and rechecked my settings and know it's set to lock her account and send me an email when she reaches her time limit. It doesn't do either.

Also, she has entered her email address twice this week to sign up for new game sites. The sites are allowed because they are kids' sites (she's 10) but my understanding is that she should not be able to put her email address into a web site. I've set it up this way in the personal information protection setup area. The only reason I know she did this is because the web sites sent email to her address and I get it forwarded from gmail. Norton didn't tell me anything. She's an obediant child. She does not have my password. The system used to work, but it has stopped for some reason. I'm looking for other options.

[DJmichaud]

A solution is being researched by Norton.  Hopefully a solution will be provided over the next several days. djm

[Matt_Boucher]

So after working with DJmichaud and looking at his 2 systems and working with the engineers here, we have confirmed that there is a rare case of locking a machine where a Windows call fails that we don't expect.

In this rare case, the final lock screen may not show up. If this happens the user would be able to continue their work. Everything is still logged, however the screen is not locked. We are looking for workarounds, but as of right now this is only an Windows XP issue, other OSes have been fixed.

The second issue is one that has to do with receiving a message indicating that Norton Safety Minder has been disabled. When in fact it has not. Apparently this only happens on Windows XP Home Edition which does not have the scheduling command which we use to monitor the system. We are looking for workarounds for this as well.

Matt

[KatieQ]

Hi zanussi,

What is the version of the Mac operating system, eg, Mac OS X?

What version of Norton Safety Minder is on the Mac?  You can find the version at Norton QuickMenu -> Norton Safety Minder -> Edit Accounts, and you will see the version of Norton Safety Minder.

You mentioned it used to work.  Is it possible you could give us an estimated time when it stopped working?  Have you tried to uninstall/reinstall Norton Safety Minder to see if it helps?

Thanks,

Katie

[dlearyous]

These are problems that were reported in the free Norton Online Family.  Why were they not fixed before Premier was launched? 

[JamesDye]

I also have the Online Family Premier subscription.  I have three separate computers running Windows 7 Home Premium 64 bit.  All of the computers have the same accounts on them.  The time restrictions do not work reliably at all.  I have tried different settings with similar results.  My children have learned that they can use up their time on one computer, move to a different machine and start over with a new time allocation.  There have also been times when a child will get on a machine for the first time in a day and it will show that they only have a few minutes remaining.  The Online Family client does not properly check with the server and calculate time correctly.  It does not work.

[JamesDye]

Time restrictions do not work at all.  As I have searched this topic, the problem seems to be common on Windows 7 Home Premius 64 bit.  Could someone from Norton please respond on this issue?