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Kudos0

Flawed with bugs - not shippable

I don't even know where to begin. Installed as per guidelines on my daughters device. First issue is that to install the profile you need to have safari, however the app disables safari so there's an error message, but the profile installs anyway. Wasted time trying to explore a workaround when really the error message isn't needed. Then using the time monitoring it correctly 'hid' my daughters apps at 8:30pm (bedtime) however at 7am didn't release them. Checking the parent account, the 'curfew' had ended. Obviously the phone didn't know this. Contacting chat support, after 1 hour they need to remotely access my account to check my settings. Can't do that because I'm contacting from work.

So I disabled whole entire family thing using me parent account and she STILL has no apps. can't contact her father on whatsapp today.

For such an important piece of kit, that is there to protect a child online, this has caused her to have no contact with her father today - I consider this unacceptable. I don't trust this software, I will be removing it, it needs a LOT of work on bugs before it's fit for release and it should NEVER have been released in the first place. I should have trusted the 2 star app store rating!

Replies

Kudos0

Re: Flawed with bugs - not shippable

Regret the inconvenience faced and thanks for sharing the observations in detail.
Installation of MDM profile requires Safari browser (which is an Apple prerequisite) and upon profile installation it hides Safari requiring the child to use the app which has in-built Norton browser to surf the internet safely.

In time monitoring on the day reported we noticed a system glitch where the unlock happened after 1 hour and 30 minutes. This appears to a momentary issue on our backend systems and should not occur again. We have also noticed you had removed the profile after this incident which will cause time monitoring and instant lock features to not work. Please install the profile from menu and turn the supervision on in Norton Family portal. Please keep us posted if you happen to see any issues while using the product, thanking you!

Kudos0

Re: Flawed with bugs - not shippable

After the same issue as mrsdlaishley at the end of May 2018 in which I had to remove the Management Profile from my child device to get it to unlock,  I reinstalled the Norton Family and Time supervision yesterday to my children's devices.  One of them would not unlock at the designated time today.  It was connected to the internet and the time zone on the device matches the time zone in the Norton family account. I had to open the Norton family account  on another device and resave the settings for the child before it would unlock - it is very frustrating, there should not be an unpredictable "delay" in unlocking.  Perhaps Norton needs to check its setting for areas other than the USA.  Could you please let me know if there is anything else I should be doing to prevent this happening again.

Kudos0

Re: Flawed with bugs - not shippable

In reply to Nortons response, I’m aware of how the app works with safari, I’m simply telling you that it should not give the error message after installing. User experience issue. Yes I did remove the profile in the end because as I said I will no longer use the software but to address your comment, I removed the profile in the evening however the unlock had failed at 7am, hours and hours earlier. Regards to the unlocking, there’s clearly an issue with this feature that doesn’t work and as advised, I’m not using the software again. it will cause more worry and arguments than the protection is worth. When she can’t access her apps and it’s outside curfew hours, that’s almost a punishment for no reason - perhaps norton should consider the effects of this feature’s failure a little more seriously, considering it’s audience and use. You are not monitoring this or you would have a trigger in your system to alert you as soon as it fails and then you’d catch it before it affects users. I suggest you deal with this properly instead of trying to pretend it was a ‘momentary’ issue. A ‘backend system’ includes a db which has the ability to run all sorts of clever tests. I’m in IT systems analysis so please don’t insult me by with loose quotes of this is ‘momentary’ in your ‘backend’ systems and ‘shouldn’t happen again’. Your product is faulty and it’s main feature doesn’t work. We’ve paid for something that doesn’t work and causes upset, and that is the problem.

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