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Kudos0

Mobile device is blocked without usage

Hello

We are using Norton Family for a long time on several devices. But starting in september this year we have problems on the android samsung A3 2016 device. The allowed usage ist set to 1 hour per day between 6 am and 7.30 pm. Very often (but not everyday) our daughter gets in the morning the message that she has reached the allowed time and the device is locked although she did not use it. As she is getting up in the morning around 7 am with an alarm, she cannot have used the device already for 1 hour. Sometimes I also get the warning email about the warning of the time usage, but not everytime the device is locked. Our WLAN is on between 4.30 am and 22 pm. The mobile device has WLAN on but is a prepaid device and data transfer is off. The display of the mobile device is going off after 2 minutes without activities. If I check time usage on the online portal it shows me that there was already an usage of 1 hour when the device is blocked. I have then to unlock the device and to lock it again after another hour usage.

So, what is here not working correctly? Are there some background processes that are counting time usage? What about automatically updates from playstore oder the device itself? I did reinstall norton family on the device and I created also a new user account for the device. But all this did not help. Can it  be that an app like alarm clock extreme is causing the problems, allthough this app is running on the device longer than september this year.

Thanks for the help

Replies

Kudos0

Re: Mobile device is blocked without usage

Hello NeverGiveUp2. Try setting the device in "airplane mode" after your daughter has used the hour. This will disable ALL data in and out of the device until airplane mode is disabled. See if the same message appears the next time she goes to use the phone. This will tell if there are background apps and their permissions using the allotted time. Please let us know if this helps.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos1 Stats

Re: Mobile device is blocked without usage

Thank you for the tip. We will try this and I will let you know if it helps. It will take a couple of days as ithe locking happens not everyday.

Kudos0

Re: Mobile device is blocked without usage

Awesome. Please let us know how things go.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos0

Re: Mobile device is blocked without usage

Hello SoulAsylum

Her is my feedback:
We did always switch the phone to airplane mode during the night.
Monday morning: the device was blocked without usage before. There was no warning email about time usage. It seems that before we did unlock the device using the pin there was already an usage of about 2 hours on the device according to nortonfamily online reporting.
Tuesday morning: everything did work as it should. The device was not blocked in the morning and our daughter culd use it normally for 1 hour.
Wednesday morning: the device was blocked and when our daughter tried to use it, we got the email warning about "access blocked after time allowance". It seems that the device was already in use for about 1 hour. The warning message was sent 1 minute after the alarm clock on the phone was going on (she is using the app Alarm Clock Xtreme with here playlist).

Thanks for the help