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Kudos0

Screen on android phone after curfew

My daughter received her first phone this week.  When curfew struck at 7:30, a screen began to flash on the screen.  It would flash on and then off quickly.  It took a while but I figured out that it was the screen that would allow me to enter the pin to allow more time.  I restarted the phone and it kept happening.  I shut the phone off and left it for 5 minutes.  When it came back on, the screen kept flashing.  I could minimize it for a few seconds but it would start up again.  I couldn't get to any settings since it kept flashing on and off so quickly.

The only way it stopped was for me to log into Norton Family on my phone and actually turn it off on her account.  It works fine on my older daughter's phone.

She has a Motorola G6.  The older daughter has a Motorola Z.

Replies

Kudos0

Re: Screen on android phone after curfew

Hi @B V Sherrod,
    Thank you for sharing your observation. We will investigate it, and update when we have more information.
Thanks and regards,
Norton Family team

Kudos0

Re: Screen on android phone after curfew

Hi @B V Sherrod,
    We couldn't reproduce the issue and hence we need your help to understand more details about the issue that is happening in your child's device by sending us debug logs.

Steps to collect debug logs:

  • Open Norton Family app->Tap on profile picture in top left corner
  • Select the last option ‘Contact Us’ from the menu
  • Enable Debug logs
  • Turn on Time Supervision again in your child's Moto G6 device and reproduce the issue
  • Open Norton Family app->Navigate to 'Contact Us'->Tap on 'Send Email'->Select an email client app(e.g. Gmail)
  • Enter my email address in the 'To' field (logs will be auto-attached) and send it. You can send me an e-mail when you click my forum profile icon.

Thanks and regards,
Norton Family team

Kudos0

Re: Screen on android phone after curfew

Thank you for looking into the problem.  Oddly, it has not occurred since that day.  I can send you the logs, if you wish, but I don't know how far back they go.  And since it hasn't recurred, I don't know if turning on the logs will help. 

Also, when I go to the app, I don't see a "contact us" option.  I have tried on my phone and my desktop.

Brenda Sherrod

Kudos0

Re: Screen on android phone after curfew

Hi Brenda,
    Thank you for sharing your feedback. As per our analysis, we also suspected it to be temporary, that's why we requested to try to reproduce again. 

    The 'Contact Us' option can be found when you open the hamburger menu in the child's device as shown in the attached screenshot.

Thanks and regards,
Norton Family team

File Attachment: 

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