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Kudos0

Multiple problems with local clocks and "Total Screen Time" reports, Android

To begin with, we have uninstalled and reinstalled the product recently (last 2 weeks) so it should be the most recent software.

1. My son is regularly changing the clock time as a workaround, both for the "locked out" hours and to get around the total screen time hours limit. This is a known problem that you have been aware of for over a year based on other forum threads. 

2. I thought last night, though, that we had some aspects covered: he had set the time/date to today (day ahead) and had been playing with it. Late last night (just after midnight), I checked the "Total Screen Time" chart under "Time" on the old site (this chart is not available on the new site, by the way; if it works, that is a real loss to the customer); it showed he had used 1 1/2 hours of today's screen time allotment. So in other words, it appeared that having changed his clock allowed him to borrow time from today but he wouldn't get extra time.

3. This morning when I woke up, I checked the "time used" screen (same screen, same kid, same site) and it was at 0. So: the question to be resolved is, "Why did the calculated screen time diminish over night?"

4. The child does not have our passwords. Besides which, the "Screen Time Used" calculations should not be something a user can modify.

Please help! 

Replies

Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Hi A. Hook 

To avoid the child tempering the system, if you have Android version 5 or above, please check out the link below to see the things you should do for parental supervision on Android 5.0 devices.  To find Android version running on your device, select Apps >  Settings >  About phone or About tablet.
https://family.norton.com/familysafety/help.fs?action=androidLinstructions

Also,  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?

Thanks

Katie

Thanks Katie
Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Hi,

Please follow these steps to make the Time Zone online correct and check again to see if these help to resolve the issue.

1)     Go to your web browser and type in https://family.norton.com

2)     Click  “Sign-In” link and enter your email address and password

3)     After you’ve signed in, click on Parent icon under Configure Family

4)    Select Time Zone  you prefer and Save it.

Thanks

Katie

Thanks Katie
Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Our online timezone has been correct, but the issue has happened with those settings in place.

I looked at my son's android device to change the setup (make myself the administrator), but the prompts aren't even close to what you are suggesting in your protocol. He is using 5.1.1, and I didn't see the tabs you have listed in your procedures.

Another note: he has (had!) something called "optimizer" which shuts off apps to extend battery life. Guess which one was being "magically" shut off without notification to us? Yes, the optimizer has been removed, but there is a similar app which comes with the android that cannot be uninstalled. So far, we have the NF app checked as "never stop" but until we are the administrators on that account, obviously he can continue to change that setting at will.

Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Hi,

Thanks for the update.  I will report this to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

FYI, the phone has Android 5.1.1 and I cannot figure out how/if to create multiple accounts in order to have ownership of the main account. I suspect that would take care of the "optimizer" function.

Also, I received TWO notifications that my son had used up his allotted time. Once happened in the afternoon (I was cognizant of this one at the time) and the other after I had gone out for the evening. What is odd is not that he was sneaky and used the device, but that he was locked out twice. I will ask him how he got around it.

Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Update: he claimed (slight eyeroll here) that the Norton Family screen had the "locked out for time" screen, but then rolled over (as if it were updating the calendar) and said that he had something like 30 minutes left. Of course, he used them... I don't know how truthful this claim is, but if you're having multiple reports of things like that happening, here's another!

Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Hi A. Hook,

I checked the issue with the engineering team and they confirmed since it is a tamper done by changing the clock, the issues observed are expected.  In the situations, Norton Family sends a notification to parent when the clock is modified and if the app is not running for a week, parent gets notified.

The engineering team will continue to investigate the issue and work on this. 

Thanks

Katie

Thanks Katie
Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

To recap where we are...so far, I've identified three ways of tampering:

1. Changing the time clock. It appears that you haven't really got a way to combat this other than the notification (which, by the way, arrives in many cases hours later or even the next day), although you have been aware of this workaround for more than a year.

2. Using the "optimizer" apps. Haven't heard what your team has to say about this.

3. Magic...possible flaw where Norton "updates" the time used improperly? This is a mysterious one that, unless you've had other reports of it, could easily be a case of my son's not telling me truthfully what he's done as a workaround. However, the symptoms were different from those of the first two. The only notification I received on this was that he had used his time and had been locked out (this at 7:53 p.m. or something), and then another identical notification time stamped 9:57 p.m. No time change. Using the "optimizer" app does not result in any notifications at all.

Thank you for your help identifying the source of the workarounds and, with luck, fixing them at some time in the near future. I have to say I have been disappointed with the (in some cases) huge delays in the notifications and device use updates with this product, as well as these glaringly obvious workarounds.

Oh...last thing...do you have information on the Android 5.1.1? My screen inputs look nothing like what you describe in your help page, and a quick online search indicates that the multiple user possibility may have been removed for this version of Android. If you could confirm this, or if you still think that the 5.1.1 version supports multiple users, if you could send me instructions that mirror the screens as I see them, that would be great.

Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Hi

Thank for the information.

As for the topic on the screen you see on Android 5.1.1 which is different from Help file, different Android device manufacturer might have different design and webpage display.  What manufacturer of your Android device is?

Thanks

Katie

Thanks Katie
Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Huawei

Kudos0

Re: Multiple problems with local clocks and "Total Screen Time" reports, Android

Hi,

There is a known issue with Huawei.  Please check out the link below for details.

https://community.norton.com/en/comment/6999991#comment-6999991

Thanks

Katie

Thanks Katie

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