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Kudos0

Time Restriction not working properly on Android

My child has a Moto X and we are testing Norton Family, she is regularly getting warned that her time limit is close or expired, even though she has not actually been using the devise as long as it states (I am confidant that this is true). Today, her phone locked saying that she had used it more than 8 hours, though she had not. On the management site, it says she used Instagram for 4.5 hrs, and Calendar for 2 hrs. These are not accurate numbers. My suspicion is that it is monitoring background apps or something like that. I chatted with support but got nowhere.

I have now changed her house rules to a 24 hour per day limit just to make sure it doesn't lock erroneously, but this seems like a pretty poor tracking system. Anyone else seen this or know whay it is tracking so poorly?

Replies

Kudos0

Re: Time Restriction not working properly on Android

Hi DG_1,

Here is how time monitoring in Norton Family works currently: Norton Family time supervision monitors if any app is in foreground and the screen is not locked. On Charging the mobile, If any application comes to foreground it is considered as active usage of the application. Once the screen is locked Time monitoring would stop.  During curfew hours all apps will be blocked even if there time usage left for the day.

Can you please check if this is how it works on your Android device?  If not, please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner.

Also, a screen shot where shows the restriction page at House Rules -> Time for the Android device and for the child.

Instructions to post screenshots can be found here

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

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Here is the settings for her device. I am primarily trying to monitor time, not block usage...just so that she is aware of how much time she is on her device. But so far it is not working as you described. She docked the device last night around 11pm, and then woke up at 7am, but at 10:30am, she was locked out stating she was over 8 hours...which she was not since she was sleeping or in school most of that time. I will send PM with account info.

Kudos0

Re: Time Restriction not working properly on Android

Hi

Thanks for the update.  I also have received your private message with your Norton Family email address.   We just released an new update Norton Family Android 4.3.1.  Can you please check to see if you have the latest version on the Android device and you still experience the issue?  The link to the announcement for the release is below.

https://community.norton.com/en/forums/norton-family-android-431-has-bee...

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

I checked, and her version is updated to the 4.3.1 app.

Kudos0

Re: Time Restriction not working properly on Android

Thanks for the update.  We will check into this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

1.Please let us know time zone details on the device and in your Norton Family online account below.

  • Go to your web browser and type in https://family.norton.com
  • Click  “Sign-In” link and enter your email address and password
  • After you’ve signed in, click on Parents Tab then click on the settings icon (top-right) of the parent tile.
  • Select Time Zone  you prefer and Save it.

2. Please follow the steps below and send debug logs after re-producing the issue to troubleshoot further.

Steps to take debug logs:

  • Open NF Browser->Tap on profile picture in top left corner
  • Select the last option ‘Contact Us’ from the menu
  • Enable Debug logs
  • Open NF Browser->Contact Us->Request the user to enter your ‘Email Address’ (you can find my email address under my profile in the forum) to send the debug logs

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Hi DG_1,

You mentioned that the child has docked the Android device. When device is docked, screen will remain active. In that case, if there is any App in foreground, NF will consider it as usage.

From the server logs, we found that on 4th Instagram, calendar apps was reported with usage. It might be the case that these apps were left in foreground while device was docked.

If the child is not really using any app while in docked, please close the app and can remain in home screen.

Please let us know if the issue gets resolved after following the steps described above?

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

When the phone is charging, is that what you mean by docked? When it is charging, the phone screen is locked. I thought that when the screen is locked, NF would not track time?

Also, how can both instagram and calendar be in the foreground while charging and screen locked?

Thx

Kudos0

Re: Time Restriction not working properly on Android

In the post you sent on May 4, "She docked the device last night around 11pm..".  You mentioned docking the device.  Do you mean "dock" or "lock"?

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Sorry, what I meant to say in my earlier post was "plugged into a power cable for the night". When she does that at in the evening before bedtime, the phone auto-locks after a few minutes of no activity. Does that make sense?

Kudos0

Re: Time Restriction not working properly on Android

Thanks.  I will report this to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

We will continue to investigate the issue.  In the meantime, can you please provide some more info on status of the device when this issue occurs, so it helps us to check this further.

When you put it on charge, though the screen gets auto locked after some time, does the display remain on or does the display also get switched off? Please check and let us know.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Thanks, we will do some testing and let you know. When the device is plugged in to charge, and the screen turned off, there is a "glance screen" that shows the time for about 10-15 sec, then the screen goes to black. If it is plugged in to charge and the screen not turned of, the screen goes to black after about 30 sec. If you pick up the device, the screen comes on automatically.

Kudos0

Re: Time Restriction not working properly on Android

Great.  Please keep us posted.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Hi DG_1,

Please also follow the steps below and send debug logs after re-producing the issue to troubleshoot further.

Steps to take debug logs:

  • Open NF Browser->Tap on profile picture in top left corner
  • Select the last option ‘Contact Us’ from the menu
  • Enable Debug logs
  • Open NF Browser->Contact Us->Request the user to enter your ‘Email Address’ (you can find my email address under my profile in the forum) to send the debug logs

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Thanks. I will try to reproduce and sen logs. It may take a little while.

Kudos0

Re: Time Restriction not working properly on Android

Hi DG_1,

Thanks for giving details on the issue.

We have made some time monitoring related fixes in our latest version. Can you please ensure your child has latest NF version (4.3.2.21) and check if this issue is resolved.

Thanks

Abhilash 

Kudos0

Re: Time Restriction not working properly on Android

Thanks. I will check tonight

Kudos0

Re: Time Restriction not working properly on Android

Unfortunately, the phone has the latest version, but the tracking is just way off. Over the past 2 days, it is showing more than 22 hours of use...which is not even close to accurate. It is almost like it is recording the charging time instead of the usage time. The app usage is also way off...it shows "maps" for about 7 hours, google play store for 6 hours and snapchat for 6.5 hours and instagram for 6 hrs. None of these are even close to accurate.

Kudos0

Re: Time Restriction not working properly on Android

Thanks for the information DG_1.  I'll update our engineering team with this.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restriction not working properly on Android

Hi,

Our records show the latest NF client (4.3.2.21 build) was updated on the device on June 16th.

Time supervision calculates usage if screen is on and an app is in foreground. You mentioned that on charge screen goes off in 30 sec, so the usage should stop counting as soon as screen gets off.

Our engineering team has not been able to reproduce the issue.  While we are continuing to check on this, can you please test the following and let us know the results?

  1. Open an app and keep it in foreground for some time – eg:- Maps
  2. Put the device to charge and wait until screen goes blank. Leave the device in screen blank state for some time
  3. Remove the device from charge and get screen back to ON state
  4. Now check if Maps App is still in foreground

Thanks

Katie

Thanks Katie

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