Solved.
Kudos0

time limit reached immediately after logging in(first time in a day), with 0 hours used

Posted: 13-Mar-2022 | 6:35AM · 5 Replies ·

Similar to another user here:
https://community.norton.com/en/forums/family-control-not-controlling-ti...

I'm having issues with the time limits. My kids are set to have 3.5 hours of time on their devices on weekend days. 

I've seen this happen yesterday and today, my daughter turns on her windows 10 laptop, logs in and is immediately greeted with a time limit reached dialog. 

Opening the dashboard shows that she has used it for 0 hours today. 

My son does not seem to have this issue on his windows 10 laptop, so it seems isolated to her.

Labels: Time Supervision, Norton Family

Replies

Accepted Solution
Kudos0

Re: time limit reached immediately after logging in(first time in a day), with 0 hours used

Posted: 14-Mar-2022 | 4:07AM · Permalink

Hi danjackson,

Please ensure timezone in child's PC is same as parent timezone settings in Norton Family web portal.
Please try updating the house rules from Norton Family TrayIcon. Right Click on "Norton Family" TrayIcon and choose "Update House Rules".
If you see your system getting locked at the start of the day again, try logging in and close the lock screen to see if you can continue using your system without extending time. If you continue seeing the issue, please get back to us and we will assist you further.

Thanks and Regards,
Norton Family Team.

Kudos0

Re: time limit reached immediately after logging in(first time in a day), with 0 hours used

Posted: 04-Apr-2022 | 11:57PM · Permalink

Having the exact same problem here with my daughters phone.  She regularly gets locked out first thing in the morning and has to submit a request for extra time, even though the app shows she's not used anywhere near the allowance for the day.  This is clearly a product bug.  I've even re-installed Norton on her phone, and the problem still occurs.

This is compounded by Norton also having a really poor implementation for adding extra time and monitoring time:

  1. I can only grant *one* time extension per day.  Since this happens first thing in the morning my only option is to grant "all day", giving her unlimited access.  If I were to select the 1hr or 2hr option I then have *no* way to grant her more time after school.
  2. Norton gives zero visibility as to *when* my kids are using their phones and laptops.  Kaspersky would track usage in 5-15 min blocks throughout the day, giving parents good visibility on when their devices are in use.  And allowing us to check things like whether they're messing around on their phones before school, or staying up too late at night on their phones.  With Norton I can't see any of this.
Kudos1 Stats

Re: time limit reached immediately after logging in(first time in a day), with 0 hours used

Posted: 05-Apr-2022 | 8:24AM · Permalink

Hello,

Thanks for reaching out to Norton Support Forum. Apologies for the inconvenience caused. 

We have checked our backend logs and noticed that your device has an older version of our app installed. We request you to update our app to its latest version. The feature of multiple time extension requests has been implemented in the latest version thus enabling you to give 1 or 2 hours extension more than once, instead of having to give an extension for the entire day.

Regarding your other issue, we are sending you a private message with our analysis.

Thanks and regards,
Norton Family Team.

Kudos0

Re: time limit reached immediately after logging in(first time in a day), with 0 hours used

Posted: 11-Apr-2022 | 7:30AM · Permalink

Ok, on a positive note, manually updating the app on my daughters device seems to have solved the problem, but this now leads me to several other questions:

  1. Why does the app not update automatically?  Every other app on her phone does, and I checked the settings to ensure automatic updates are enabled for the Norton Family app.
  2. Why are parents not notified if a child is running an old or out of date version of the app?
  3. Why are parents not notified when new versions are released, or notified about new features like this (I checked my emails, I've had no message from Norton telling me about this update)?
Kudos0

Re: time limit reached immediately after logging in(first time in a day), with 0 hours used

Posted: 12-Apr-2022 | 12:07AM · Permalink

Hello,

Glad to know that your issue has been fixed.

As far as your queries are concerned, auto-updates of all apps installed on your device are taken care of by Google PlayStore. Unfortunately, there isn’t much we can do from our end in this regard.

As of now, notifications about child running an older version of the app are sent to the "Alerts Tab" of the Norton Family Portal Dashboard. We will also forward the request to our product management team, for enabling this provision in the parent app as well.

So far, we don't have mail communications set up for upcoming updates. However, we will take it into consideration and discuss the same with our management team.

Regards,
Norton Family Team.

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