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Kudos0

Family control not controlling time reliably on my child's device

Posted: 29-Dec-2021 | 12:06PM · 5 Replies ·

This week I realized Norton was not tracking time properly on my daughter's android phone... she was on for over 3 hours with a 2 hour limit set. After over 1.5 hours with support on chat - they had no explanation and I basically had to delete my daughter's profile and recreate everything. It started working ok, but now on her Windows 11 laptop after 30 minutes it blocked her saying time is up. When I check the stats, it claims she has used 5 out of her allowed 2 hours for today - which of course is impossible.

How can I get this to work reliably, or give up and ask for a refund?

Also - when it doesn't work

- how do I simply login and add bonus time? It seems you can only add bonus time if requested, and you can only do it once a day. That's no good

- how can I reset the clock for the day to start over?

- where is the Pin located in both the parent mobile app and the desktop web app? And then where can I enter a pin in the child app to enable more time? I can never find any of these.

- once a pin is entered,,, it seems the device is unlocked for the day - can I not specify a period of time?

Seems like it's missing a lot of basic features, but biggest issue is it is not working reliably.

Labels: Time Supervision, Android, Windows 11

Replies

Kudos0

Re: Family control not controlling time reliably on my child's device

Posted: 30-Dec-2021 | 9:35AM · Permalink

Hi kendomixes

Thanks for reaching out to Norton Family Forum.

Regarding your issue on Windows 11 laptop... 
Could you please check whether your system datetime and timezone settings are correctly configured?
Also please try updating the house rules from Norton Family TrayIcon. Right Click on "Norton Family" TrayIcon and choose "Update House Rules".

Please check on the above and get back to us, if you still see more usage than allowed hours we can further investigate on this.

Please find below answers for other questions.
Bonus time: Apart from time extension request, On windows devices, you can add bonus time at any part of the day. Right Click on "Norton Family" TrayIcon and choose "Extend User Time". This will prompt for parent credentials to extend the time. Since this is local to the device we don't have a provision to do this from web portal. 

Moreover time extension request can be done multiple times a day. Once you approve the first request, child will be allowed to request again 15 minutes before the end of the extended time.

"- how can I reset the clock for the day to start over?"
Sorry we don't have the functionality.

PIN: In Norton Family portal, PIN can be located under the Child Profile and In Norton Family Parent Apps, PIN is available under Instant Lock feature.

To enable more time using PIN: Once your child device is locked out, you can use below options on different platforms.
1. On Android child app, you will see a block screen when you open any App. In the block screen click on "Unlock this device with PIN".
2. On Windows, on the block screen choose the option "Extend your time by using PIN".

Moreover On Windows you can specify the period of time to unlock the device while entering the PIN, whereas on Android it is unlocked for rest of the day.

Please let us know if you have any further clarifications, we will be happy to assist.

Best Regards
Suyambu

Kudos0

Re: Family control not controlling time reliably on my child's device

Posted: 02-Jan-2022 | 6:02AM · Permalink

The issues are not only happening with the Windows 11 laptop. Today my daughter woke up, turned her phone on and it said she was out of time even though she hadn't even touched her phone.

Kudos0

Re: Family control not controlling time reliably on my child's device

Posted: 02-Jan-2022 | 6:04AM · Permalink

"Moreover time extension request can be done multiple times a day. Once you approve the first request, child will be allowed to request again 15 minutes before the end of the extended time." Then this feature doesn't work. SHe was unable in anyway to request more time after the first request expired.
Kudos0

Re: Family control not controlling time reliably on my child's device

Posted: 02-Jan-2022 | 8:12AM · Permalink

Another example of how this simply isn't working. I granted her 2 hours extension since her time was already expired. After 28 minutes of use her time expired again, locking her phone. And as per my note above, she has no way to request more time since it's already be extended once.

How do we process a refund since it's clear this service doesn't work?

Kudos0

Re: Family control not controlling time reliably on my child's device

Posted: 03-Jan-2022 | 4:38AM · Permalink

Hi @kendomixes

"Moreover time extension request can be done multiple times a day. Once you approve the first request, child will be allowed to request again 15 minutes before the end of the extended time." Then this feature doesn't work. SHe was unable in anyway to request more time after the first request expired.

 Time extension can be requested multiple times in windows currently, in android it will be available in upcoming releases. 

Another example of how this simply isn't working. I granted her 2 hours extension since her time was already expired. After 28 minutes of use her time expired again, locking her phone. And as per my note above, she has no way to request more time since it's already be extended once

 Child can continue using the device only till the extended time. For e.g. If extension is approved at 1 PM for 2 hours, the child can use the device till 3 PM irrespective of how much time they actually use the device. Please refer help link for more info.

The issues are not only happening with the Windows 11 laptop. Today my daughter woke up, turned her phone on and it said she was out of time even though she hadn't even touched her phone.

Have sent a private message for troubleshooting this.

Regards,

karthik. 

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