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

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Time limit doesn't work

For a few days the time limit does not work on the LG Spirit phones of my children. I set up the right time but the devices are not blocked. How kan I solve this problem asap? 

Replies

Kudos0

Re: Time limit doesn't work

Hi Marta,

Do other functions in Norton Family work?  For example, if you log onto phone as the monitored child and try to access a forbidden website, do you get blocked?

Has the function of time limit ever worked before?

Also, please let us know what version of Norton Family is installed on the Android phone.  To find  the version number, please go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family.

Thanks

Katie
 

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie,

As I check it I realise that other functions  do not work either. Until 20-10 they worked wel. Also the time limit worked perfect.

The children have Norton family 3.4.2.66 installed on their phones. (I tried to uninstall it and just do the whole process of installation again - it doesn't help.)

Kudos0

Re: Time limit doesn't work

Marta,

Please check out the link below and make sure you have installed and configured the program correctly. 

https://family.norton.com/familysafety/help.fs?action=installingNSM#win

If you have any questions, please let me know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie, Thanks! Yes, I do have installed and configured the program correctly and it worked well. But it doesn't do anymore.... I was really satisfied but now I am upset...
Kudos0

Re: Time limit doesn't work

Hi Marta,

Can  you please let us know the following and we will check the issue further?

1. What version of Android is running on the tablet?  To determine what version is running on your device, select Apps > Settings > About phone or About tablet.

2. 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?

3. After you reinstall Norton Family on the device, none of the functions in Norton Family works or just the time limit?

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Same here, this is really frustrating, i spent several hours on this troubleshooting...pls resolve asap!

Web blocking still works, but time limit doesn't. When i changed family rules, it did show in the app on the monitored phone.

Kudos0

Re: Time limit doesn't work

Hi Marta,

Can you please provide the following details 

  1. Open Norton Family app in the child device and check if the what all rules are present for the child. If possible, please get a screenshot of the page.

    Instructions to post screenshots can be found here

    https://community.norton.com/forums/how-post-image-forums-0

    Below is a screenshot of rules page having Time Rules

          

2. Please go to Parent Mode in the device -> Select Settings from Menu -> Click Norton Subscription and in the screen check if the Service is “Norton Family Premier”, else please click on “Refresh” and check.

3. Also please let us know if there was any recent OS update happened in the child device.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi George,

Please also answer the three steps/questions above.  I've got your email from previous private message.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie,

Here you find my screenshot...

As far as I can see there are no recent updates on the OS of the phones. I also renewed the Norton Family Premier as you described but it stil does not work. On my computer I can block or allow apps, times, etc. it seems to work but when I check it on the phones... Nothing. I have removed the app and installed the whole thing again... It also does not work... It's quite frustrating to spend so much time on troubleshooting - without any success... (for such an amount of money)

nb. screenshot is in Dutch as it is the languagae of my children

Kudos0

Re: Time limit doesn't work

Hi George,

have you already solved this problem? How???

Kudos0

Re: Time limit doesn't work

Hi Marta,

I'm sorry we don't understand Dutch.  Can you please translate the information in the screen shot to English line by line.  If anything in the screen is private message, you are welcome to send me a private message with the translation.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie, Here is the translation: Your parents can control which websites you visit. There are some soorts of website you are not allowed to visit. Your parents can control your text messages. Your parrents can control which apps you install. You have two hours allowed to use this device today. I hope yo have enough information to solve my problem.
Kudos0

Re: Time limit doesn't work

Thanks Marta for the information.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

I am seeing a similar issue with my sons phone and have have been able to narrow it down a bit. The facebook messenger app is blocked outside the appropriate times, but if someone messages my son via the facebook messenger app, he is able to respond to the message and continue to use the app.

Kudos0

Re: Time limit doesn't work

Hi Marta,

I've sent you a private message.  Please check it when you get a chance.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Mr McGyver,

The issue you described is different from the previous user.

The Facebook messenger app can also be opened as a widget and currently Norton Family Android does not have any mechanism to block widgets.  We are working on the issue.

 

Thanks

Katie


 

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi!

I am seeing a similar issue with my daughter phone.

What version of Android is running on the tablet? - 5.0

Kudos0

Re: Time limit doesn't work

Hi Aleksey Ka,

Can you please go to Settings -> Security -> Advanced -> Application usage data access -> Norton Family on the tablet and make sure Norton Family is selected.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie,

Sorry, I just noticed your message...Here's my reply:

1.  Environment: LG G3 smartphone (LG-D852), Android OS 5.0.1, Kernel version 3.4.0, Build number LRX21Y, software version D85220g, Norton Family Client 3.4.2.66

2. Currently, Norton Family has completely stopped working, no time restriction, no activity record, no web blocking...

3. All the house rules are set properly online and can be seen on the phone, please check the attached pic

4. It's showing Norton Family Premier in parent mode.

5. No recent OS update, though it seems since I posted last time, Norton Family has upgraded from 3.4.2.52 to 3.4.2.66 (https://community.norton.com/en/forums/norton-family-not-blocking-browse...)

6. I also reinstalled the app on the phone, deleted and reinstated the device online in Norton account, didn't help.

This is immensely frustrating. Can you guys provide a complete list of troubleshooting procedures and resolve asap? Thanks!!

Kudos1 Stats

Re: Time limit doesn't work

Hi All,

Can you please go to Settings -> Security -> Advanced -> Application usage data access -> Norton Family on the tablet and make sure Norton Family is selected. 

It seems few of LG model does not have “Apps with Usage Access setting”. With Android L latest update, NF needs this setting to do App and Time supervision.  

We are working on how to fix this issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Thank you Katie! With your instruction and the following tip, I was able to resolve this issue!!

http://android.stackexchange.com/questions/114525/how-to-access-apps-with-usage-access-setting-on-lg-g3

You can access this setting by downloading Nova Launcher from the play store. Once installed hold down on any empty place until the add options coome up. Then click on activities and drag it to an empty place on screen. Now a list of activities will be displayed. Scroll down to settings and click on it. Now scroll down to apps with usage access. Hold it for a few seconds and the apps with usage access screen will open.

Kudos0

Re: Time limit doesn't work

Per Katie, trying to flag as resolved again...

Kudos0

Re: Time limit doesn't work

Thanks guys, especially thanks George Tinkerer! I am really happy. Stil I ask you Katie to work on a solution within NF as I am afraid that smart children can undo my settings easily. (They are digital natives, I am just a digital immigrant...)

Kudos0

Re: Time limit doesn't work

Hi Katie, I am stil looking for a solution from NF itself, the suggested solution worked units now - index, the children can change the settings and enable NF. Please find out something a.s.a.p.

Kudos0

Re: Time limit doesn't work

Hi Marta,

If the child tampers the device and disables Norton Family, do you get an kind of alert email?  Do you happen to know the steps the child uses to disable Norton Family?

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie, No, I don't get any alert. I just see that the telephone is not blocked when it should be. I followed the above suggested steps to set NF on. My daugther found Nova Launcher, deleted it and also found in settings where she can enable NF. This is a special LG problem , I know but stil I ask your support and solution as I purchased this product of Northon.
Kudos0

Re: Time limit doesn't work

Thanks for the information.   I'll pass the issue to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Marta, 

Our engineer team currently is looking for other solutions which does not depend “App Usage Access”, thereby not needing Nova Launcher.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Hi Katie, It's all (too) quiet on the western front... I know that the engineering team had a great December, but I'm getting frustrated: I paid for a product that causes more frustrations than solutions... With special need children I really have to have a reliable control system...
Kudos0

Re: Time limit doesn't work

Hi Marta,

Thanks for the post.  Our team is working on the issue.  Thanks for your patience.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

And? LG is often the handset purchased for children. A lot of people are waiting for a solution. I pay for a product that is not fully functional!

Nova Launcher is not an option for  international version:
http://forum.xda-developers.com/lg-g3/help/lg-g3-apps-usage-access-settings-t3225226

Thanks

Paul

Kudos0

Re: Time limit doesn't work

Me too. I'm stil waiting for a solution for months already...
Kudos0

Re: Time limit doesn't work

Thanks for the update.  I'll check with engineering team for the issue.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Add me to the frustrated list. LG21C, time control doesn't work at all.

Kudos0

Re: Time limit doesn't work

I gave it up. I'm waiting for a solution for more than six month - nothing. Fortunately the kids wanted IPhones, saved money and bought it. I put good working parental control on their phones and everyone is happy. No Norton anymore. Just a pity for my money...

Kudos0

Re: Time limit doesn't work

Hi Marta,

Thanks for the post, but I disagree with you strongly.  

First of all, the feature "Apps with usage access" is missing in Settings from a few of LG device models.  Norton Family has no control of how a phone manufacturer designs their phones.  

In my own opinion, other parental control programs for Android in the market won't be able to monitor the device neither when the missing feature is needed.

Furthermore, our Norton Family team always wants to provide the best service to our customers.  We went extra steps to ensure parents with the model can continue to monitor the device and searched for an alternative solution to deal with the missing feature. We provided a workaround as shown below, which has been confirmed by a user in the thread that did resolve the issue for him.

http://android.stackexchange.com/questions/114525/how-to-access-apps-wit...

If you have any questions or concerns, please let us know.

Thanks.

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Katie,

My son has a an LG G5 purchased for him a week ago. I installed Norton Family on it yesterday.

Unfortunately

"Apps with usage access"

on in settings, but I do not see any "Most active apps" reported under Mobile apps at family.norton.com as I do with my other son's phone.

Peter

Kudos0

Re: Time limit doesn't work

I have to admit I was mistaken in that the setting was there all the time (under "Fingerprints & secuty" at the bottom under Advanced settings).

However while it is set on I see no activity shown under "Most active apps" in the reports at family.norton.com as I do with my otherson's phone.

Peter

Kudos0

Re: Time limit doesn't work

Hi peterbc,

When you select an app from the apps list at House Rules -> Apps to be blocked in your Norton Family account, does the app get blocked on the child's phone?

Thanks

Katie

Thanks Katie
Kudos0

Re: Time limit doesn't work

Katie,

Yes I can block an app.

I should perhaps mention that it seems to be impossible to set up additional user accounts on the LG G5, so his is the account on the 'phone.

Peter

Kudos0

Re: Time limit doesn't work

Hi peterbc,

Can you please send me your Norton Family account email address & device name by private message via the forum by clicking Inbox at upper right hand corner?

Thanks

Katie

Thanks Katie

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