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Kudos0

Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi, I have Norton Family for my son loaded on 2 computers running Windows 10.    My son routinely is able to exceed the 1 hour weekday time limit - Norton Family eventually will restrict his use but it's more like 2 hours.    Then he's able to go to the other computer and log in under the same account and he's able to get more time on the other computer (as if the activity on the previous computer wasn't counted in the day's activity).    Finally, when I look at the history, there is no activity being reported.

Is there a system glitch?  Something with my confirmation settings?   Please advise.   Screen shots to verify what I have set up as follows

==========================================================================================

a)  My activity summary is reporting no activity:  b)  Settings are for 1 hour/day

Replies

Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Spahkee,

Just want to make sure Norton Family is installed and configured correctly on the PC for the child, can you please answer the following questions?

  1. Do you see a pop-up message at lower right hand corner saying you are being monitored after you log onto your PC as the child?
  2. If you log onto the PC as the monitored child and try to access a forbidden website, do you get blocked?

Thanks

Katie

Thanks Katie
Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi, I've been experiencing the same problem with my son. For example, Saturdays my son is only supposed to get 3 hours total:

...which I set up under All Windows devices for his account:

However, I could tell he was way over his limit, and when I checked the Dashboard he was at 6 1/4 hours instead of 3.

I logged into he uses most with his credentials and Norton said it was running and supervising his account. This is a fully updated Windows 10 64-bit system, and his account is set up as a Standard user, not Administrator.

This has happened several times now, so I suspect Norton is silently crashing while my son is using the computer. On a couple of occasions I've interrupted him and made him click the tray icon, and it doesn't respond to left or right clicks until the system is rebooted.

When I searched his machine's Event Viewer > Windows Logs > Application and found indications of 26 crashes spread over August and September. Here are some examples:

Log Name:      Application
Source:        Application Error
Date:          9/23/2016 5:36:38 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      RADIOBOOK
Description:
Faulting application name: NF.exe, version: 13.1.1.19, time stamp: 0x573e3d6e
Faulting module name: MSVCR110.dll, version: 11.0.51106.1, time stamp: 0x5098858e
Exception code: 0xc0000409
Fault offset: 0x0009f967
Faulting process id: 0x828
Faulting application start time: 0x01d215d4b6b12421
Faulting application path: C:\Program Files (x86)\Norton Family\Engine\3.6.1.44\NF.exe
Faulting module path: C:\Program Files (x86)\Norton Family\Engine\3.6.1.44\MSVCR110.dll
Report Id: 5e43bd5d-8392-4a6d-8388-cab326d792c8
Faulting package full name: 
Faulting package-relative application ID: 
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2016-09-23T21:36:38.365108400Z" />
    <EventRecordID>30144</EventRecordID>
    <Channel>Application</Channel>
    <Computer>RADIOBOOK</Computer>
    <Security />
  </System>
  <EventData>
    <Data>NF.exe</Data>
    <Data>13.1.1.19</Data>
    <Data>573e3d6e</Data>
    <Data>MSVCR110.dll</Data>
    <Data>11.0.51106.1</Data>
    <Data>5098858e</Data>
    <Data>c0000409</Data>
    <Data>0009f967</Data>
    <Data>828</Data>
    <Data>01d215d4b6b12421</Data>
    <Data>C:\Program Files (x86)\Norton Family\Engine\3.6.1.44\NF.exe</Data>
    <Data>C:\Program Files (x86)\Norton Family\Engine\3.6.1.44\MSVCR110.dll</Data>
    <Data>5e43bd5d-8392-4a6d-8388-cab326d792c8</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

Log Name:      Application
Source:        Application Error
Date:          9/13/2016 7:40:40 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      RADIOBOOK
Description:
Faulting application name: NF.exe, version: 13.1.1.19, time stamp: 0x573e3d6e
Faulting module name: SHELL32.dll, version: 10.0.14393.103, time stamp: 0x57b7e276
Exception code: 0xc0000005
Fault offset: 0x00416ef4
Faulting process id: 0xfd0
Faulting application start time: 0x01d20db3a68a1ac2
Faulting application path: C:\Program Files (x86)\Norton Family\Engine\3.6.1.37\NF.exe
Faulting module path: C:\Windows\System32\SHELL32.dll
Report Id: dc68e1e6-9cc2-4336-8a21-fe798da3ab8b
Faulting package full name: 
Faulting package-relative application ID: 
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2016-09-13T11:40:40.183523100Z" />
    <EventRecordID>27074</EventRecordID>
    <Channel>Application</Channel>
    <Computer>RADIOBOOK</Computer>
    <Security />
  </System>
  <EventData>
    <Data>NF.exe</Data>
    <Data>13.1.1.19</Data>
    <Data>573e3d6e</Data>
    <Data>SHELL32.dll</Data>
    <Data>10.0.14393.103</Data>
    <Data>57b7e276</Data>
    <Data>c0000005</Data>
    <Data>00416ef4</Data>
    <Data>fd0</Data>
    <Data>01d20db3a68a1ac2</Data>
    <Data>C:\Program Files (x86)\Norton Family\Engine\3.6.1.37\NF.exe</Data>
    <Data>C:\Windows\System32\SHELL32.dll</Data>
    <Data>dc68e1e6-9cc2-4336-8a21-fe798da3ab8b</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

Log Name:      Application
Source:        Application Error
Date:          8/26/2016 6:46:15 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      RADIOBOOK
Description:
Faulting application name: NF.exe, version: 13.1.1.19, time stamp: 0x573e3d6e
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x0357c078
Faulting process id: 0x7c8
Faulting application start time: 0x01d1ffd5530bfba5
Faulting application path: C:\Program Files (x86)\Norton Family\Engine\3.6.1.37\NF.exe
Faulting module path: unknown
Report Id: a209f70d-2ffd-43c1-b2cf-d896af47e60b
Faulting package full name: 
Faulting package-relative application ID: 
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2016-08-26T22:46:15.073899400Z" />
    <EventRecordID>14568</EventRecordID>
    <Channel>Application</Channel>
    <Computer>RADIOBOOK</Computer>
    <Security />
  </System>
  <EventData>
    <Data>NF.exe</Data>
    <Data>13.1.1.19</Data>
    <Data>573e3d6e</Data>
    <Data>unknown</Data>
    <Data>0.0.0.0</Data>
    <Data>00000000</Data>
    <Data>c0000005</Data>
    <Data>0357c078</Data>
    <Data>7c8</Data>
    <Data>01d1ffd5530bfba5</Data>
    <Data>C:\Program Files (x86)\Norton Family\Engine\3.6.1.37\NF.exe</Data>
    <Data>unknown</Data>
    <Data>a209f70d-2ffd-43c1-b2cf-d896af47e60b</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

Log Name:      System
Source:        Service Control Manager
Date:          8/20/2016 4:07:00 PM
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      RADIOBOOK
Description:
The Norton Family service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 120000 milliseconds: Restart the service.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
    <EventID Qualifiers="49152">7031</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2016-08-20T20:07:00.118375600Z" />
    <EventRecordID>6827</EventRecordID>
    <Correlation />
    <Execution ProcessID="708" ThreadID="2004" />
    <Channel>System</Channel>
    <Computer>RADIOBOOK</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">Norton Family</Data>
    <Data Name="param2">1</Data>
    <Data Name="param3">120000</Data>
    <Data Name="param4">1</Data>
    <Data Name="param5">Restart the service</Data>
    <Binary>4E0053004D000000</Binary>
  </EventData>
</Event>

My son is in 7th grade and getting more curious about...things...by the day. I thought maybe Norton could protect him a little longer from some of the worst garbage available online until he's a little older, but I'm really starting to lose confidence.

Any advice?

Thank you.

Andre Madar

Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Andre,

Can you please let me know how many Windows devices the child uses?

Thanks

Katie

Thanks Katie
Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Andre,

Norton Family currently monitors time per device, not multiple devices. 

Please set the “daily time limit” for each device. If the option ‘All windows devices’ has been selected, then Norton Family enforces the time duration for each device.

More than 3 hours (ex. 61/4 hours) is reported in portal because multiple device option is being selected in portal,  The screenshot shows you selected “All Devices” while viewing the time activity.  Please check time activity for the particular device.

Regarding the crashes issue, please send me the crash dumps by email.  

You can find my email at https://community.norton.com/en/users/katieq

You can find the crash dumps at “C:\ProgramData\Norton\LocalDumps” if there are any. 

Thanks

Katie

Thanks Katie
Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Andre,

Have you got a chance to check the posts I sent earlier and get the logs we need?  If you have any questions or like to have a remote session with me, please let me know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Katie - yes as far as seeing that the account is being monitored and it does block a forbidden website.  In fact, if he goes to a forbidden site, I do get an email message telling me - so that part works.   What the application doesn't do is block his time after the time limit has been reached.  And this is time on 1 device - I took Norton Family off the other device to try to isolate the problem.

Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Spahkee,

Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

If the child only uses one device, can you please let us know if you get any alerts that the child stays on the machine during curfew time?

Thanks

Katie

Thanks Katie
Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Spahkee,

Our engineering team checked into your account.  The records show most of the additional hours that were seen in portal for the period Oct 2 to Oct 5 were done using PIN & Extend time once.  This is the expected behavior of the product that when time is extended locally from the child’s machine.  

Please check your PIN set up under Time Supervision to see if you or anyone in the house have extend the time.  PIN is only supposed to be used by parent.

Thanks

Katie

Thanks Katie
Kudos0

Re: Child Routinely Exceeds Time In Spite of TIme Limits & No Activity Reporting

Hi Spahkee,

You can find PIN usage under Notifications as “PIN has been used to unlock device" in your Norton Family account

Thanks

Katie

Thanks Katie

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