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Kudos0

Mechanism for delivering unlock messages to device?

Hi there. 

Ran into a strange experience with my child's android phone, and I'm trying to track down the cause.

issue: my unlocking his device doesn't unlock it.

mitigating factor: we have previously removed data usage from his line of service. When he is at home, he's able to connect his phone to WiFi to send/receive data. However, if he is not connected to WiFi, there's no way for his phone to receive unlock notices from me. 

Question: is the mechanism used to send commands to the phone via internet protocol (https, tcp, udp, something requiring TCP/IP connectivity)? If so, that means I'll have to unlock his cellular data to remove the lock.

Replies

Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Kjlopey,

1. Can I assume you have used the same steps and the unlocking device function worked well when you had the data usage service previously?

2. 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?

3. Please let us know the manufacturer of the Android device.

Thanks

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

1. The phone has never had cellular data unlocked on it at the same time Norton Family was on it, so I can't tell you one way or the other. The only data point I have is that if it's on WiFi, it doesn't seem to respond to daily timer unlocks.

2. Will send.

3. Motorola E (2nd generation) running Android 5.something (lollipop).

Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Kjlopey,

Great.  Thanks for the private message.

Since we can't tell at the moment if the cell data usage and WiFi service make any difference (or if it's the reason that you see the issue), I have to check with you to see the steps you take to lock/unlock the device. Can you please provide some details on the steps to you take to lock/unlock the Android device?

Thanks

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

son unlocks phone via PIN number. 

Son uses wifi for 6 hours (within weekend time limit) on wifi for music.

son falls asleep.

at some point, the phone locks.

so far, this is all okay. He can't use the phone because his time allotment was used up.

the next day, he can't access any apps. I go to control panel, see his phone is locked, and unlock it there. His phone doesn't get any sort of message that he can use it. 

Son complains.

We in turn have the repeat discussion of what led to the software being on there. 

End result: his phone isn't usable for his allotted time unless I give him the PIN to unlock it. He's currently at a camp for three weeks, so I'm stuck trying to figure out why his phone doesn't get the "okay to use" message on either a new day or an unlock from the control panel. 

He does have access to wifi, but still isn't able to use the phone without my giving him the PIN.

Kudos0

Re: Mechanism for delivering unlock messages to device?

Thanks for the update.  We will check into the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Kjlopey,

Please let us know the name of the device bound to child for further investigation of this issue.

Steps to get device name:

  1. Login to Portal
  2. Select Child
  3. Select Child Activities tab->Bound devices will be listed

Thanks

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

The name is JACOB MOTOE2

Kudos0

Re: Mechanism for delivering unlock messages to device?

Thanks for the update.

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Kjlopey,

To help our engineering team to investigate the issue further, please share screen shots of following information with us. 

Instructions to post screenshots can be found here

https://community.norton.com/forums/how-post-image-forums-0

1.‘House rules page’ screenshot (Please see the screen shot below) of Portal.

2. We want to check if Instant lock is turned ON for the child.

Please provide Time Supervision and Instant Lock status(ON/OFF) details when the issue occurred.

3. Time Usage and Time curfew details as well.

Thanks

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Katie,

I work in software QA myself, so I understand trying to find repro steps. I can post screenshots, but... 

1. The current lock status is different than what it was during the time of the event. At one point, I know it was instant-locked. However, even after I undid the instant lock, he still couldn't access anything except his emergency call contacts. 

2. The curfew rules have changed from what they were, but not by much. It's essentially the default time rules for a 13-year old with maybe one extra allowed hour during the weekday.

3. Time usage doesn't seem to accumulate if the child uses the emergency PIN to unlock their phone. I can lock it, but that puts him right back in the same situation where he can't access anything because it's locked and unlocks don't get received. 

So I'll send the screens, but I don't feel like they'll add anything since the state's changed since the incident occurred.

Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Kjlopey,

It's nice working with peers :-)

Yep, please send them to us, so our team can check further with the information they requested.  If they need any further information later, I'll let you know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Mechanism for delivering unlock messages to device?

Hi Kjlopey,

Our engineering team provided the following information to clarify Instant lock removal related issue

  1. On removing Instant lock, house rules will get updated only in the presence of internet in the device
  2. Child will receive generic message like ‘House rules changed’ in device’s notification on removing Instant lock
  3. If the device is still in locked state after removing Instant lock, Open child’s House rules page->Pull down to refresh the house rules manually to update the changes

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Mechanism for delivering unlock messages to device?

That's precisely the bit of information I needed. I'm not sure it fully explains the behavior, but I'll come back to the thread if we have a similar issue.

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