• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Norton Family for Android stops working

I recently installed Norton Family on a new Honor 8 Android phone which is running version 6 of the OS.  I found two problems that render the software ineffective:

1. The app starts about 30 seconds after restarting the phone and enter the user PIN.  This provides a sufficient window for the user to disable the protection since it does not block it during that window.

2. The app will stop working after the phone goes into "lock" mode after a period of inactivity.   This is due to the OS shutting down any app in order to preserve battery life unless it is specifically excluded from the set of apps that may be shutdown.   If I exclude the Norton Family app (Settings > Apps > Advanced Options > Ignore Optimizations and toggle "allow"  also Android Settings > General > Battery) then it will not be disabled, but my son can get around the restrictions reversing this.   Moreover, if it is shutdown once then it is no longer enabled for "accessibility" from that point forward, even after the phone is restarted. 

Replies

Kudos0

Re: Norton Family for Android stops working

Hi dkrider,

1.  You said "disable the protection".  Can you please provide some details on the steps disabling the protection?  Do you, as the parent get any alerts about this?

2. Do  you get any alerts for "if it is shutdown once then it is no longer enabled for "accessibility"?

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: Norton Family for Android stops working

I don't receive any alerts in either case.  The app simply stops working.   I was able to diagnose and (partially) address the issue based on the experiences users have been having with other apps that rely on being enabled as an accessibility service.

https://lastpass.com/support.php?cmd=showfaq&id=9272

http://android.stackexchange.com/questions/137195/accessibility-services...

One setting I had to change was under System -> Battery -> Optimize Battery Usage,  the other was also related to battery optimization and is found in Settings > Apps > Advanced Options > Ignore Optimizations

Kudos0

Re: Norton Family for Android stops working

Hi dkrider,

Thanks for the update.  Yes.  Norton Family needs the accessibility service in the phone.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

Yes, the accessibility service is required, but if the battery optimization is enabled for Norton Family then it (Norton Family) will stop running and, furthermore, accessibility is disabled from that time forward (even after a restart).  Given that the battery optimization setting may be changed by the user without any notification, this significantly reduces the usefulness of the software.  Also, the battery optimization is enabled by default so unless the user is aware of what is causing the problem, Norton Family appears to fail without any reason whatsoever.   I would suggest that this be addressed soon in a new release of the software.  At the very least, disabling battery optimization should be part of the installation instructions and the software should detect whether it is enabled and send a message to the parent e-mail.   Thanks.

Kudos0

Re: Norton Family for Android stops working

Hi dkrider

Thanks for sharing the information with us.  As you can see, the issue is device specific.  It's not all Android devices experience the issue.  For the device, you need to do the following to turn off battery optimization.  After having said that, I will report your request to the team.

Settings -> Battery -> Detail -> Norton Family, set the Norton family app as “Turned Off ” for Automatically optimizing mode.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

Thank you for clarifying.  I believe that not all devices have this problem because not all are running version 6 of the Android OS.  As existing phones are upgraded, or replaced with phones running the latest OS, I think the problem will become more prevalent.

Kudos0

Re: Norton Family for Android stops working

Thanks for the post.  I've reported your request to the engineering team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

Hi! I'm writting from Spain. I have the same problem with my Children device, but he has not a battery control. Norton Family stops working every time the device is suspended, so I have no control over it. It's a CUBOT DINOSAUR with Android 6.0.

When are you going to launch the solution?

Thank you very much

Kudos0

Re: Norton Family for Android stops working

Hi fuforilla,

I'll report this issue to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

My son has a BLU Vivo 5R running android 6.0 and has this same issue.  I contacted Norton support they were not aware of this issue and they just asked me to reinstall the app which has made no difference.  Has there been any progress on this?

Kudos0

Re: Norton Family for Android stops working

Hi ConfusedAgain1,

On the BLU Vivo, does if help if you do the following to turn off battery optimization?

Settings -> Battery -> Detail -> Norton Family, set the Norton family app as “Turned Off ” for Automatically optimizing mode.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

Hi, no unfortunately that setting does not make any difference.  The accessibility options still get switched off.  This mean the Norton Family app is not really doing anything - certainly time restrictions do not work.

As an FYI, we have also set the same battery optimization to off for the Norton Security app and the accessibility tends to stay on.

Kudos0

Re: Norton Family for Android stops working

Hi ConfusedAgain1,

Thanks for the update.  I'll report this to the engineering team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

Hi ConfusedAgain1,

Please follow the steps below and collect debug logs for further investigation.

Steps to take debug logs:

  1. Open NF Browser->Tap on profile picture in top left corner
  2. Select the last option ‘Contact Us’ from the menu
  3. Enable Debug logs
  4. Open NF Browser->Contact Us->Request the user to enter your ‘Email Address’ (you can find my email address under my profile in the forum) to send the debug logs

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family for Android stops working

I am having the same issue as the original poster on an Honor 5 Android device.  I agree with his assessment that at a minimum, the parent should be notified if battery optimization settings were changed for the Norton Family app.  As it currently stands, if child changes the battery optimization settings for the Norton app so that it does not "keep running after the screen is off", then the Norton Family Accessibility Service gets turned off in the Accessibility settings each time the screen locks, rendering the app useless from that point on.  This happens without any notification to the parent.

This issue was reported over 8 months ago.  Is there a planned fix for the issue?  If so, when is the expected release date?

Kudos0

Re: Norton Family for Android stops working

I have a similar issue with BLU Pure XL. Norton Family Accessibility service will not stay enabled despite being turned on. Excluding Norton Family from Battery Optimization does not solve the problem. If this issue persists, I may have to abandon Norton Family as a product, even though I really like it a lot. Hopefully a solution or at least a workaround arises soon.

Kudos0

Re: Norton Family for Android stops working

Hello all. Just a fast note which I am not sure is related. However on my Samsung Note 4 I have ONLY Norton Mobile installed without Family. When I check my devices on the account page 100% of the time it shows as OFF LINE. Android 6.1.1 with the August patches installed, Verizon carrier. Battery optimization NOT set. I wonder whether the root cause in the base underlying programming with the base Norton program itself.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93

This thread is closed from further comment. Please visit the forum to start a new thread.