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Kudos0

daily time limit has been reached even though the phone hasn't been used

My sons Android phone running the latest version of the app is showing the daily time limit has been reached, although he hasn't used it at all today. See attachments.

How did it get this way, and how can I unblock him?

Also, is there a way to add a certain amount of bonus time?

File Attachment: 

Replies

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hi @Beegmahn,

Welcome to Norton Community!

Please share Norton Family account's email address via private message to investigate the issue.

(My email address is shared via private message)

Thanks,

Devi AK

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hi Devi, I responded to your PM w/ my email address.

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hi @Beegmahn,

Thanks for the information.

We will investigate more about the issue and update.

Thanks,

Devi AK

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hi @Beegmahn,
I've sent you a Private Message requesting details, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hello Norton Admin.  I also have this problem with the Android app.  Is there a resolution?  Thanks.

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Norton Admin - I still have this issue - now with 2 different Android phones, both failing at different times.  The time limit is reached (and the phone locks) when the phone has not been in use at all.  Please post a resolution here so we can fix this.  I have uninstalled and reinstalled the app several times.  It is still an issue.

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hi @jbli,

Welcome to Norton Community!

Please share debug logs to investigate the issue further.

Steps to collect debug logs:

  1. Open Norton Family app->Tap on profile picture in top left corner
  2. Select the last option ‘Contact Us’ from the menu
  3. Enable Debug logs
  4. Reproduce the issue
  5. Open Norton Family app->Navigate to 'Contact Us'->Tap on 'Send Email'->Select an email client app(e.g. Gmail)
  6. Enter my email address(You can find my email address under my profile) in the 'To' field (logs will be auto-attached) and send it.

Thanks,

Devi AK

Kudos0

Re: daily time limit has been reached even though the phone hasn't been used

Hi @jbli,

I've sent you a Private Message requesting details, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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