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Kudos0

Norton Family blocking device usege incorrectly (including WiFi) with time limit on

Hi,

My son's android device encountered weird issue. Yesterday my son was able to use device as I wanted until he exceeded daily limit and Norton Family was blocking his use of device. This morning when he tried to access his device again after night time usage preventing time allowed it, he just got message that he has used all his time for the today also. 

Interesting thing started when I was looking then the device it was showing that it is not able to connect WiFi network at all. I was trying to fix WiFi connection with quick links by disabling and then enabling network manually, but that didn't help, then I was trying to access options, but as expected Norton Family was blocking use settings app. When I entered my override pin code manually to norton family the WiFi network of my sons device was starting to work perfectly.

Now after some time I can see from the Norton family account via browser that my son has used his device today about 4.5 hours already by knowing that he has been there only 0.5 hours. Weird...


So this leads now to few questions which might be issue/bug on current version of Norton family app. 

When Norton Family is starting to block device usage after exceeding daily limit and it continues over the night together with time limit which is preventing device usage at nights, it looks to be counting to usage time for the next day (after midnight) those apps which still running over when first blocking started. So is that the way how it should count usage time or is it actually issue/bug with the app?

There seems to be WiFi connectivity issue when Norton is blocking device usage and it was automatically solved after entering override pin code to the device. This one looks to be real bug now.

Thanks,
Toni

Replies

Kudos0

Re: Norton Family blocking device usege incorrectly (including WiFi) with time limit on

Hi Postman76,

Thanks for the detailed information.  Below is how the time monitoring works on Android.  Can you please make sure there are no apps running while the child is not using it?  If this is the case, 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?

Norton Family time supervision monitors if any app is in foreground and the screen is not locked. On Charging the mobile, If any application comes to foreground it is considered as active usage of the application. Once the screen is locked Time monitoring would stop.  During curfew hours all apps will be blocked even if there time usage left for the day.

For the WiFi connectivity issue, you said "There seems to be WiFi connectivity issue when Norton is blocking device usage".  How often does it happen?  Do you see this happening every day? 

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking device usege incorrectly (including WiFi) with time limit on

Hi,

I had similar issue with my son. At the morning Norton blocked the device saying the time has been used. Reporting says like he had used the phone whole night after the midnight. He just charged the phone, no apps were running in the background and the screen was locked. Weird - a bug?

Markus

Kudos0

Re: Norton Family blocking device usege incorrectly (including WiFi) with time limit on

Hi mtaina,

If you are sure that there were no apps running while the child is not using the phone, can you please send me the following information by private message via the forum by clicking Inbox at upper right hand corner?

1. Your Norton Family account email address

2. Date and night time when he was not using the phone and it was recorded as being used.

Thanks

Katie 

Thanks Katie
Kudos0

Re: Norton Family blocking device usege incorrectly (including WiFi) with time limit on

Hi mtaina,

Thanks for the additional information you sent in the private message.  Can you please check your Alert session in your Norton Family account to see if any PIN code has been used lately or any alerts that could be related to the subject that time has been changed on the phone?

In your private message, you mentioned "location tracking....why restrict those features only to a few countries?"

A:  It's for legal reasons.  Some countries don't allow location tracking on Android device.  The Location Supervision for Android device is currently available only in the US, Canada, UK, Australia, New Zealand, and Japan. 

Also in your private message, you said "all the emails I get are coming in German. Such as the warnings. And I do not speak German. I'm living in Finland - how Norton thought that I need to get German speaking emails. Interesting..."

A: Please log onto your Norton Account at https://login.norton.com/sso/embedded/update and check your preferred language set up if it's German or Finnish.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking device usege incorrectly (including WiFi) with time limit on

Hi mtaina,

Thanks for the update in your private message that you said this morning everything looks good again.  

Please let me know if it happens again.

Thanks

Katie

Thanks Katie

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