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Kudos0

NF-premier Android app won't start on bootup and....

Dear Community!

Yersterday I purchased NF-premier. Installation went fine. Everything was configured and activated. But the app won start automatically on boot up, it gets closed after phone goes to sleep, no visited websites are recorded or seach words, when I start the app on the phone it tells me that the NF is deaktivated and I shall aktivate the rules, but the blocking during cettain hours works, so how can it be deactivated? I am really confuses and I dont see any logic behind the behaviour. It would make me very happy if someone could offer me a solution or open my blind eyes!

Thanks in advance, Elisabeth. (I'm using a Wiko smartphone with Android 6.0.1)

Replies

Kudos0

Re: NF-premier Android app won't start on bootup and....

Hi EliScha,

Please check the following steps to see if they help.

Please enable the following options  by navigation the options in Settings App

1. Settings > All  > System > Accessibility > Norton Family Accessibility Service  > ENABLE

2. Settings > All > Privacy & Security >  Protected Apps  >  NortonFamily  > ENABLE

Thanks

Katie

Thanks Katie
Kudos0

Re: NF-premier Android app won't start on bootup and....

Hi again!

Dear Katie, thanks for your unbelievably quick answer!

I tried to apply the suggested changes. Accessibility service was indeed disabled allthough I know that I had enabled it during setup. First I could not enable the service. When going back to the upper menu layer it showed an "off". Only after enabling Switch Access, "On" showed up. (don't know why but I did not bother)

Concerning your second suggestion: There is no such menu point on my phone.

I then tried if the first suggestion showed effect, locking the device worked as before but no monitoring could be seen and after autosleep of the divice NF had stopped again and the Accessibility Sercvice was again disabled.

So the journey goes on, hoping that we will reach our destination of a working NF.

Greetings, Elisabeth.

Kudos0

Re: NF-premier Android app won't start on bootup and....

Hi EliScha,

Thanks for the update.  We will check further on this.

Thanks

Katie

Thanks Katie
Kudos0

Re: NF-premier Android app won't start on bootup and....

Dear Katie,

Is there anything new in this matter because NF is still useless for me and time is running out because my son will get his mobile in the next days. If there's no chance to get the app working, what do I have to do next. I've officially purchased NF over paypal and paying for a product that does not work would be the last thing I want.

Hoping for a working app or any kind of solution. Thanks in advance, Elisabeth.

Kudos0

Re: NF-premier Android app won't start on bootup and....

Hi EliScha,

Thanks for the inquiry.  The issue is specific to the device.  Our engineering team is still checking into the issue.  I"ll check with them again and keep you posted when I get any updates.

Thanks

Katie

Thanks Katie
Kudos0

Re: NF-premier Android app won't start on bootup and....

Dear Katie! I have new information for you and your developer team. To secure the phone of my child I tried to install Qustodio to bridge the gap til NF works. I can say I just tried because Q had a problem with recogising the Q-Accessiblity (same to Norton Family Accessibility Service) on my phone. Although I had enabled it Q always thought that it's disabled. Maybe these behaviours both of Q and NF are somehow related caused by the device specific Android. Hope it helps. I am also checking the energy-save settings and will let you know if it makes any difference when disabeling them completly. Greetings from Austria, Elisabeth.
Kudos0

Re: NF-premier Android app won't start on bootup and....

EliScha,

Thanks for the update.  Yep, the issue is related to the Wiko phone specifically.

Thanks

Katie

Thanks Katie
Kudos0

Re: NF-premier Android app won't start on bootup and....

Next update!

Time in use does not work! You start the app, it shows 20 min remaining, you stop the app and let NF do the work in the background. Start the app again and it suddenly shows 34 minutes. In this way you could use the phone 3 hours instead of 1.

Most of the apps installed do not show up, no search phrases, no social networks, no videos, no internet, only thing that works is locking the device using the time span settings. I'm really sorry to say but for me NF is nearly useless right now.

Greetings, EliScha.

Kudos0

Re: NF-premier Android app won't start on bootup and....

One thing I forgot! It seems that NF now keeps running when the phone in suspended, maybe because of disabled energy save settings. When settings are enabled again and when suspending again NF stops running. Disabled again, it keeps running, well I think that's nearly proof. Greetings.

Kudos0

Re: NF-premier Android app won't start on bootup and....

Thanks for the additional information.  It sounds like they are related to the initial issue reported that NF won't start automatically on boot up.  I'll report this to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: NF-premier Android app won't start on bootup and....

Dear Katie!

After many days of no solution concerning my problem, I want to withdraw from my  purchase of Norton family premier. Don't get me wrong, I'm shure NF is a good app but there is no use to paying for an app that is not working in my case. What are the necessary steps to do so.

With regards, Elisabeth.

Kudos0

Re: NF-premier Android app won't start on bootup and....

Hi EliScha,

The issue is specific to the device, related to the Wiko phone specifically.  Our engineering team is investigating the issue.

Please check out the link below for your question:

https://family.norton.com/familysafety/help.fs?action=aboutGettingRefund...

Thanks

Katie

Thanks Katie

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