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Mobile device is blocked without usage
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