Solved.
Kudos0

Family control not working reliably on my child's device

Posted: 24-Dec-2021 | 12:35AM · 3 Replies ·

I installed parental control on my child's device. It works for a while but then stops working and all the blocked apps become available. When I select the app and update the house rules then it starts working again, however if I close all active apps on the phone and then select a blocked app it allows me access. So basically the control app just seems to stop working. I have checked the permissions every time and it says everything is good and the app is working....but it's not. I have rebooted the phone and reinstalled the app....same problem. I have no idea how to proceed.
Accepted Solution
Kudos0

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

Posted: 24-Dec-2021 | 6:33AM · Permalink

Hi @RossA Crozier

Based on the device manufacturer these options varies. We have sent you a link with additional steps in the private message. Please check that and let us know if it helps.

Also, please ensure settings app is blocked. You can get more details here Prepare your Android device for parental supervision using Norton Family

Thanks,

Pradheep

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Replies

Kudos0

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

Posted: 24-Dec-2021 | 4:32AM · Permalink

Hello,

Thanks for reaching out to the Norton Family forum.

Could you check if NF Android app is included in battery optimisation on your phone, if so exclude it so that it gets the right priority to perform app supervision.

Also we are able to see from the backend that supervision features have been turned ON and OFF back and forth in the past few days. So please make sure App Supervision is turned ON currently.

Thanks

Norton Family Team

Kudos0

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

Posted: 24-Dec-2021 | 5:25AM · Permalink

Hi Thanks for the feed back I checked the battery saver settings and have set it so that it does not have permission to switch the family app off or restrict it's operation. I opened the parental control app and signed in as a parent and checked that the phone supervision was on. I then went back to child mode. When I try access a blocked app the parental control works. However if I selected the bottom left button on the the phones home screen the phone displays all apps running, including Norton. I then select the x to close all running apps. When I then try access a blocked app the parental control does not work at all. I have to actually select the Norton's app to get it all working again. Any ideas?
Accepted Solution
Kudos0

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

Posted: 24-Dec-2021 | 6:33AM · Permalink

Hi @RossA Crozier

Based on the device manufacturer these options varies. We have sent you a link with additional steps in the private message. Please check that and let us know if it helps.

Also, please ensure settings app is blocked. You can get more details here Prepare your Android device for parental supervision using Norton Family

Thanks,

Pradheep

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