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

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Parental contol time countdown doesnt stop when locking workstation

Good day I allow my son x hours a day within a time frame using norton parental controll There are updates (Such as steam) which he starts updates and locks the workstation. The problem is that Norton parental control doesnt always detect this and continues to decrease the amount of time available. We've tried different ways to lock the computer (windows-L, ctrl-atl-del select lock workstation, right click on user icon in start button and select switch user) but nothing consistently works. I'm sure some times that my son is occasionally scamming for time (ie. I swear i locked it dad) but not all the time. I have tested and can sometimes get it to also continue to used time while not locked. This issue causes issues as there is no clear supporting detail as to what actually happened. My son feels he's being robbed of his time when he folllowes the rules and it puts me in the spot of having to try and determine if he should get more time. Has anyone else noticed this issue? Is Norton aware of this? (I think i have reported this in the past) Sincerely Paul

Replies

Kudos0

Re: Parental contol time countdown doesnt stop when locking workstation

Hi Paul,

Please check if you have the latest version(3.7.0.55) of Norton Family installed in your child's device.  If not, please download and install Norton Family.  If you still see the issue, we can have a remote session to troubleshoot the issue.

Thanks,

Rajesh

Kudos0

Re: Parental contol time countdown doesnt stop when locking workstation

Hi Running the latest version of norton family as u referenced. Not sure what a remote session would do to help this as the issue is with logging/tracking and happens intermittently and the only way you know its actually happening if you keep track of your time. (Unless this is a known issue and there some tweaking needed to correct this) There is no visual que that this is occuring other than recording the time left before locking and then recording time left after after unlocking. If the computer is locked then the timer should stop decreasing available time. But unfortunately this isnt always the case. Would be nice if norton could display the time left counter on the lock and screen saver screens. Or actually include some historical log of when time was used so parents could confirm actual usuage to recorded usuage (maybe include log in/out and screen lock/saver events as the the current time use by day is kind of vague..) Paul
Kudos0

Re: Parental contol time countdown doesnt stop when locking workstation

Hi Paul,

We are not able to reproduce the issue in-house.  The issue may be caused if you are landing in blocked hours while unlocking the machine. 

Apart from the daily hours allowed, Norton Family blocks/allows based on 'Allowed and blocked hours' for a day.  The PC will get locked during Blocked hours too.  Please check the blocked hours in Norton Family website as below.

1. Visit Norton Family website and login using your credentials.

2. Select the child -> House rules -> House Rules Settings (Time Supervision).

3. Select the device -> Check the blocked hours for the day under "Allowed and blocked hours"

If you still face the issue, we would be able to help you by debugging the issue remotely.  We would be able to provide guidance quickly if we could see the debug logs.  Since this issue is not reported by other users, a remote session would help us in this case. We are working in IST timezone and available on all weekdays (9AM to 9PM).  Kindly let us know your convenient timings for the remote session.

Thanks,

Rajesh

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