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Kudos0

Anomaly of Norton Family time monitoring

I'm experiencing an anomaly on time supervision: Norton Family reports a time use that is several times lower thatn the sum of the time spent by my son on the most used APPs: For this week Norton reports 4.8 hours used on a total of 167.5 (all devices), bu the list of most used apps displays:

Clash Royale: 781m, You Tube: 741m, NBA Live: 424m, WhatsApp: 158m. This is a total of 2,104m, that is 35 hours!

Furthermore, I have seen that my son exceeded the max allowed used time on his mobile phone too, but Norton Family did not block it, conversely, his PC get blocked even if my son did nor exceed any of the limits and this puts me in a difficult situation because he obviously complains about the effectiveness of Norton.

I'm continuing to experience such anomalies. Norton Family is not sufficiently reliable to be an effective parental control instrument. 

I would not like to post such negative comments on a pubblic forum, but your customer support policy forces me to use your forum because you do not provide an off-line contact adress

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Replies

Kudos0

Re: Anomaly of Norton Family time monitoring

Hello,

Thanks for reaching out to the Norton Family forum.

We see that you are using Huawei Android device which Norton Family does not support.

Huawei devices use custom Android OS and does not allow Norton Family to fully function as expected.

For supported devices, Norton Family blocks the device during blocked hours configured in child's time supervision house rules. So even though time usage limits are not exceeded, if you try to login during blocked hours it will get blocked.

For PC, could you please confirm that the child logged into the Windows device during non-blocked hours?

Thanks,
Norton Family Team

Kudos0

Re: Anomaly of Norton Family time monitoring

The Huawei device of my son has still an Android OS. It is Huaway Y6 of 2018 I installed Norton  via Google Play without receiving any alert.

Concerning the PC, yes, I'm sure it was during permitted hours: it looks like if the device was blocked, the blocks remains active even if the "open time" is reached  

Kudos0

Re: Anomaly of Norton Family time monitoring

Hi FranzCosta,

When allowed time is reached, child can regain access to the PC by closing the Norton Family block screen.

If you still see a block screen when child tries to login again during allowed hours, please revert.

We will be happy to assist.

Thanks,
Norton Family Team

Kudos0

Re: Anomaly of Norton Family time monitoring

This solves the second issue, however I still see mismatches in the data reported, in particular the used time of the devices that does not match the time of use of the Apps

Kudos0

Re: Anomaly of Norton Family time monitoring

Hi FranzCosta,

Norton Family initially did not have any such restrictions on device manufacturers, unfortunately due to various issues observed in Huawei devices we stopped supporting them. 

Thanks,
Norton Family Team

Kudos0

Re: Anomaly of Norton Family time monitoring

This means that I have to stop using Norton, I have already a Samsung phone on which it is impossible to update Norton, as it is an older version of Android OS, 

Please be informed that your policy that forces users to change good working HW is not in favour of the sustainability of world economics

I would have preferred to know it before I renewed my subscription