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Kudos0

Norton Family with iPAD

Posted: 10-Nov-2021 | 8:06AM · 3 Replies ·

I recently installed Nortan Family & Parental Control on my Android phone and am using it to "attempt" to monitor and control my son's iPad.  I have found it quite flakey so far and looking for help.

Things I cannot get to work:

  • On the Android side, location tracking keeps reporting it is not enabled on the iPad device despite me having gone through all the steps to enable it on the iPad.  When I get a summary email about the iPad, it does show its current location so not sure why Android app reports location services not enabled on the iPad.  
  • The ability to lock the iPad remote from the controlling Android app does not work.  When I activate this instant lock feature, all it does is make most of the apps on the iPad disappear but the iPad stays unlocked and works as normal.
  • At 8:30PM every day, most of the apps on my son's iPad disappear and I cannot figure out what is causing this.  I do not have school hours enabled, instant lock is not enabled, and I see no schedule in my Android Norton Family app under House Rules that explains this behavior.  The only schedule option I see under House Rules is what are the times for School Hours.

Any one else see similar issues when using Norton Family to monitor/control a child's iPad?  Any solutions?

Thanks

Labels: Android, App Blocking, iOS, Location, Norton Family, Time Supervision

Replies

Kudos0

Re: Norton Family with iPAD

Posted: 10-Nov-2021 | 10:18AM · Edited: 10-Nov-2021 | 10:21AM · Permalink

Hi @AverageGuy,

Please find the comments for the above queries -

  • Could you please check if Location is set to Always in the Norton Family Settings on the iPad (Settings --> Norton Family --> Location --> Always)? If not, kindly enable Always. Then, quit & re-launch the Norton Family Child app on the iPad. Post this, you should be seeing the Location Supervision enabled for the device in the Android Parent app.
  • That is the intended behaviour of Instant Lock and Time Supervision features on the iOS devices. This is due to the platform restrictions enforced by Apple. We hide all the apps downloaded from the AppStore along with Camera & FaceTime apps when Instant lock or Time Supervision is enforced. It doesn't lock the device and the kid can still use the other default apps during this time.
  • This is because Time Supervision is enabled for your child on this device. Time Supervision works in the same way as Instant lock; hence the apps are hidden at this time and will get back once the schedule ends. You can view the Time Supervision settings for this device in your Android app by going to House Rules --> Time --> DeviceName --> Blocked Hours. 

Please let us know in case of any more queries.

Thanks and Regards,
Andrew.

Kudos0

Re: Norton Family with iPAD

Posted: 10-Nov-2021 | 6:09PM · Permalink

@Andrew, thanks for your feedback and help.

  • So on the iPad,  Settings->Norton Family-> Location was set to while using the app.  I changed it to Always, then restarted both the iPad and my Android phone.  Norton Family app on Android still says "Location permission is disabled."  It also has a link that says KNOW MORE.  I went to this link and made sure I had all the settings enabled as described for an iOS device.
  • I am disappointed the instant lock can't actually lock the iPad since that would be a great way to signal to my son that I am serious about getting off the iPad and getting ready for bed.  :)
  • For the time issue, I have the Time Supervision schedule enabled on the Norton Family Android phone app with blocked hours starting at 9:30PM.   For some reason however, the iPAD goes into this mode an hour earlier at 8:30PM.  I have verified the time on the iPad is correct and matches the time shown on the Android phone.   Both are in the same time zone as well.  Any ideas why the iPad would respond to the blocked time schedule one hour earlier than what it is actually set to?

Thanks

Kudos0

Re: Norton Family with iPAD

Posted: 11-Nov-2021 | 6:08AM · Permalink

Hi @AverageGuy,

  • The location permission settings might take some time to reflect on the backend. Could you please try relaunching the Norton Family Child App on the iPad and then check again?
  • We understand. But, unfortunately with Apple's stringent restrictions, we couldn't implement the complete locking of the device.
  • Time Supervision on iOS works based on the timezone that you have set in the Parent profile and not based on the child's device timezone. You can view the settings on the Norton Family portal (by clicking on the Parent avatar --> More button --> Edit Profile --> Time Zone ) or the Android Parent app (by going to Menu --> Settings --> Timezone). Kindly ensure that the timezone is as expected. Finally,  just to be sure, please turn off and again turn on the Time Supervision feature from the Portal or the Parent app. The iPad should be locked/unlocked as per your schedule.

Please let us know if you still face any issues.

Thanks and Regards,
Andrew.

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