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Kudos0

Norton shows time spent on Android device while device known to be off!

Honestly, at this point I am really discouraged with Norton Family for Android devices. We have a hard enough time parenting without having false information from Norton!

The latest is that my son has been without his android device for 2 weeks. Last week shows no use. Today, I got a notification that my son's attempt to access a website had been blocked (exact time of attempt not shown in notification). Curious, given that both his devices (android phone and PC) were here while he was at school, I logged into Norton Family.

NF shows that he used the phone both Friday and Saturday, despite the phone's having been in our possession and securely locked. Meanwhile, there is no use shown for his PC (although he used his PC in front of me and obviously should have use shown). 

We have updated everything. Both devices are associated properly with his account. If Norton can't promise better reliability with this software, we are ready to cancel; it is actually causing fights because my son protests his innocence and -- seeing these false reports -- I wonder whether or not he actually was telling the truth now!

Replies

Kudos0

Re: Norton shows time spent on Android device while device known to be off!

Hi A. Hook,

Please make sure the computer time at Start -> Control Panel -> Date and Time is set to correct time, then please follow these steps to make the Time Zone online correct.

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: Norton shows time spent on Android device while device known to be off!

I had previously done this before turning the android device off. The device has been turned off and with the battery removed for over two weeks. Yet Norton Family indicates that the device was in use Friday and Saturday. 

When I just turned the phone on (without connecting to the web), the phone showed itself as being the correct time.

Other ideas?

Kudos0

Re: Norton shows time spent on Android device while device known to be off!

Can you please check the steps again to see if it has been setup correctly?

1)     Go to your web browser on a PC 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.

If you still experience the issue after checking these steps, 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 shows time spent on Android device while device known to be off!

Hello,

We are looking at this issue. And we will likely get in touch with you shortly to gather more information that will help us identify the underlying cause. Thanks

Suresh

Kudos0

Re: Norton shows time spent on Android device while device known to be off!

Hi

On the child’s Windows PC between October a and October 13, our records show the time spent as below.

You should be able to see these activities in your Norton Family account.  

We are checking into the activities reported on Android device.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton shows time spent on Android device while device known to be off!

Hi A. Hook,

For the Android device, It was observed someone changed the device time more than 8 times in four days.

Thus the time monitoring was rigged by the actions and some logs were posted incorrectly by device.  Can you (parent) please check to see if  you have received many alert messages on the tamper?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton shows time spent on Android device while device known to be off!

For the Android, it has remained turned off and locked away since I posted about this. I have received no alerts on the device.

The time usage for the PC does not appear to be accurate because he was sitting working on his computer for at least 30 minutes on October 9 (Sunday). October 8, he also was on the computer "a good amount" (which I didn't note, but would guess was between 30 min and an hour).

Out of curiosity, how do you get to the screen that shows seconds of use? Does it also show time logged in/time logged out?

Kudos0

Re: Norton shows time spent on Android device while device known to be off!

hI,

For the Windows PC, Time usage calculation happens every 5 minutes only.  On October 7th and 12th, the child would have logged out within 5 minutes, that’s why usage is very low.   You should be able to see these activities in the portal.  It' possible that the child logged out within 5 minutes on October 8 and 9 and it shows lower usage time.

For the Android device, can you please check if the time has been changed multiple times while it was in used (not locked away)?

The time spent information was from our engineering team from back end server.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton shows time spent on Android device while device known to be off!

Sorry...sent this to "noreply" first (duh)

Thank you! Yes, the time was changed repeatedly prior to our having taken it away. I think we removed the phone from use around Sept 20, but I don't remember the exact date. The time changes were part of the reason we removed the phone from use.

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