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Kudos0

App usage on the web portal is not accurate with certain apps

Posted: 09-Nov-2021 | 11:23AM · Edited: 01-Dec-2021 | 4:35AM · 4 Replies ·

I have acquired Norton Family, but the app usage on the web portal is not accurate with certain apps which have been used not showing any usage for the day and other apps showing only a few minutes when the Samsung tablet actually shows more than an hour. The child device is a Samsung Galaxy Tab S7 FE, with Android 11. Thank you

[Edit: Calrified the subject]

Labels: Time Supervision

Replies

Kudos0

Re: App usage on the web portal is not accurate with certain apps

Posted: 10-Nov-2021 | 5:46AM · Permalink

Hello Coppelia,

Thanks for reaching out to the Norton Family forum.

We analyzed your app usage calculation issue, and as per analysis, we noticed that multiple permissions have been tampered with in the child device.
Please make sure you have enabled all permissions in the child device.
To check if all the permissions are enabled,

  1. Open NF app in child device
  2. Click the child icon at the top left to open the menu
  3. Click Permissions menu item
  4. Check if all permissions are enabled.

Once all the permissions are enabled, you can disable the Settings app using app supervision in the portal to avoid further tampering.

Thanks,
Norton Family Team

Kudos0

Re: App usage on the web portal is not accurate with certain apps

Posted: 10-Nov-2021 | 9:46PM · Permalink

Hello, I did what you said and apparently all the settings are ok. Data is still not accurate though. Can you keep helping? Thanks

Kudos0

Re: App usage on the web portal is not accurate with certain apps

Posted: 11-Nov-2021 | 12:08AM · Permalink

Here is the printscreen

File Attachment: 
PDF icon Printscreen.pdf
Kudos0

Re: App usage on the web portal is not accurate with certain apps

Posted: 11-Nov-2021 | 1:21AM · Permalink

Hello,

Thanks for trying out the suggestions.

App usage is being calculated and posted to the backend server only when an app is in the foreground and we could see at our backend system that app usages are getting posted from the client. Also, posting usage data to the backend will take place every 30 minutes, not in real-time.

We have sent a private message with more details to you. Kindly check.

Thanks,

Norton Family Team

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