• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Child can uninstall Norton Family

Hi there —

I’ve been a happy Norton Family user for several years now. I’ve just bought my son a new phone for xmas and the app doesn’t work as it used to. On this phone - a Honor 10 running Andoid 8.1.0 and EMUI 8.1.0 I can’t limit/lock the apps my son has access to and, worst of all, he can uninstall Norton Family app itself. I’ve followed all online instructions and forum advice to the letter but to no avail. Is this a known issue for this version of Android/Honor phones?

thanks in advance for any advice.

Marcus

Replies

Kudos1 Stats

Re: Child can uninstall Norton Family

Hello Marcus N,

Norton Family app is sometimes optimized and cleaned by the OS in Huawei devices due to their in-built battery optimization mechanism.

Please try to locate Settings->Battery Manager (or Power Saving option, it varies from device to device) and add Norton Family as a protected app/power-intensive app (depending on the name of the setting). Once you have done this, you can go to app supervision house rule and block “Settings” app to prevent your child from undoing this. Also ensure that you can turn off Phone Manager->Power saving->Ultra Battery Saver mode.

We are aware of the issues related to Huawei devices, and are trying to find a solution.

- Santosh

Kudos0

Re: Child can uninstall Norton Family

Dear Santosh --

Apologies for the delay in thanking you for your help with this. It's much appreciated. The app still doesn't work as well as it used to on my son's Moto phone and he can still delete it from his phone, irrespective of the power settings I select (and even if I prevent him from acessing all other settings on the phone). Is there a timeline for this Huawei/Honor compatibility issue, do you know? My subscription's up in a few months and there's no point renewing given the serious limitations of the product on this brand of device.

Thanks again for your help,

Marcus

Kudos0

Re: Child can uninstall Norton Family

Hello Marcus,

Unfortunately there is no easy solution here and it's difficult to give a timeline by which we'll be able to fix it for Huawei devices. Is this the only device your son uses? Because Norton Family works well with other brands in android, and also with iOS and Windows. If your son uses other devices as well, I'd recommend you to continue with Norton Family.

Also, for Huawei, may I suggest you something? In such cases where children tamper with the device or Norton Family app in order to bypass monitoring, we encourage parents to have a discussion with their children and agree to the time limits and other house rules. I recommend you talk to your son as well and let him understand the benefits of monitoring. Tell him not to remove or disable Norton Family. This link may be useful to you - https://support.norton.com/sp/en/in/norton-family/current/solutions/v920...

However, in case you decide not to continue with Norton Family and switch to another product, we'd suggest you to please check with the other product you're considering whether they support Huawei brands, before you make the purchase.

- Santosh

Kudos0

Re: Child can uninstall Norton Family

Dear Santosh -

Thanks for your reply. I was actually looking for tech rather than parenting advice. I have, of course, already discussed trust, the nature of monitoring software, and screen limits with my son. Aside from anything else, I have to trust him not to remove the software from his phone since NF simply doesn’t have the advertised functionality on Huawei devices. I won’t be buying him a new phone to make your software work and I won’t be renewing my NF subscription. Qustodio do include an information page on how to ensure functionality with Huawei phones. Norton might work on doing the same, or, at least advertise the compatibility issue to potential customers.

Marcus

This thread is closed from further comment. Please visit the forum to start a new thread.