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Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi,

Let's check the following first please, so we can narrow down the issue.

First,  please follow these steps to make the Time Zone online correct.

1)     Go to your web browser and type in https://family.norton.com

2)     Click  “Sign-In” link and enter your email address and password

3)     After you’ve signed in, click on Parent icon under Configure Family

4)    Select Time Zone  you prefer and Save it.

Second, Norton Family time supervision counts time if any app is in foreground and the screen is not locked.  Any app is running when the child is not using the phone?

Third, please check to see if PIN has been used to unlock the device. PIN can be found in House Rules - > Time-> Unlock PIN.

PIN can be used when the child is in time block period, this is provided for emergency purpose. On entering the PIN on the device, Android will send an alert to parent mentioning child has used PIN to unlock the device.

The device will be unlocked for the rest of the day.

To avoid child using the PIN, parent can change the PIN or can provide empty PIN, (child will not be able to see the PIN option in the Android device)

Thanks

Katie

Thanks Katie
Kudos0

Re: Device reached 24hrs of activity before 7PM

I double checked the timezone on the website, and is set appropriately. The device was powered off completely around 7:30 AM until 2:30 PM on this day in question. It locked out around 6PM and sent the lock out notification. I used the PIN to access the phone, after checking the website. I received a notification about me using the PIN immediately after I used it. I then checked the Norton settings from Parent Mode on the device. Everything displayed on the device matched that of the website. Again, I don't understand how it showed 24 hours of use in less than 19 hours.
Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi Adam,

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?

Thanks

Katie

Thanks Katie
Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi Adam,

Our engineering team has identified the issue, and it will be addressed in a future release.

Thanks

Katie

Thanks Katie
Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi Katie,

I have faced a seemingly similar issue with my son's nVidia Shield K1 Android tablet.  In the last two days Norton Family Premiere claimed that his 2 hour time limit was exceeded before he ever started using the device.  I have verified time zone settings and was only able to give him access by using the PIN override.  Of course, with that he has more time on the tablet then I really want him to.  Is this the same issue you mention above, and will it be addressed also for the Android version?

Thanks a lot.

Martin.

Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi Martin007,

Norton Family time monitoring counts time if any app is in foreground and the screen is not locked.   Can you please check to see if any app is running when the child is not using the phone?

Thanks

Katie

Thanks Katie
Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi Katie,

I will check, but today it said that time limit for the day was already reached at 8 am. However, any use of the tablet is blocked between 8:30 pm and 8 am.  So it is hard for me to understand how the two hour time limit could be used up prior to any app being unblocked.

Thanks a lot!

Martin.

Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi Martin,

Please make sure no apps is running when no one is using the phone.  If you still see the issue, please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner, and we will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Device reached 24hrs of activity before 7PM

A long time have this problem, saved only by the schedule.

Kudos0

Re: Device reached 24hrs of activity before 7PM

Hi,

Our team has identified the issue and will correct this in a future release.

Thanks

Katie

Thanks Katie

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