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Kudos0

Time monitoring keeps turning off.

After almost a year of use and little problems Norton Family has stopped monitoring my children's time. I have it set to 'custom' time ranges but the next day it will have changed to 'do not monitor this account'. This happens with both of my children's accounts at seemingly the same time which is sometimes in the middle of the night when I know for certain they are asleep. How can I keep the setting from reverting to the original selection?

Replies

Kudos0

Re: Time monitoring keeps turning off.

Hi,

Once you setup to "custom", this shouldn't change unless you login and revert to another setting. How do you know this happens in the middle of the night?

Thanks

Kudos0

Re: Time monitoring keeps turning off.

Hello, Another thing to check is whether you clicked "Save" at the bottom of the page after you changed the setting.

Kudos0

Re: Time monitoring keeps turning off.

I have awake with his phone when it has reverted while he was asleep. It happened again last night while we were sitting next to each other watching tv. The change had only lasted maybe 30 minutes. He had been with me the whole time and not on his phone. So far my daughter's will change at the same time. She does not use her phone much so typically it will be with me or in plain sight. When I change it, I hit save and then the phones will be monitoring appropriately until the setting reverts.
Kudos0

Re: Time monitoring keeps turning off.

Hi @BrandiN Mc,

I have it set to 'custom' time ranges but the next day it will have changed to 'do not monitor this account'.

May I know if these changes were made with your parent mobile app? If Yes, This is a known issue which the team is working on. In the meantime, Could you please try enabling time supervision from the Norton Family Web Portal and see if it works fine?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Time monitoring keeps turning off.

I have been changing it from the web not the app but I have been using my mobile device to access it. I will try changing it from my laptop and see if that works.
Kudos0

Re: Time monitoring keeps turning off.

So, I changed the option back to custom from portal using my laptop. Again, it worked for a while but reverted yesterday on my son's phone again. At this time, my daughter's remains unchanged.
Kudos0

Re: Time monitoring keeps turning off.

BrandiN Mc Restart all the devices that are being monitored, check to see they sync.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Time monitoring keeps turning off.

I have done this repeatedly, even before posting this thread. I have also changed my password but the accounts still revert to not monitored under time management.
Kudos0

Re: Time monitoring keeps turning off.

When I alter the time limit using Android app in parent mode and save the changes, the time monitor button switches to OFF. Is this what you mean with the "known issue"? It is pretty annoying so hope you get it fixed soon.
Kudos0

Re: Time monitoring keeps turning off.

That seems to be exactly what is happening. With the slight lag time for the rules to update, I had not realized my changing the time was the catalyst to the switch turning off. That is a recent development as it did not do it in the past. Maybe the latest update has caused the problem. I often change my kids blocked time to block at a certain time then I open it up after their chores are done so you are right; it is pretty annoying.
Kudos0

Re: Time monitoring keeps turning off.

Hi everyone,

This issue should be fixed now.

Could you please check if its working fine and let me know?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Time monitoring keeps turning off.

Seems to be working great now. Thanks!

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