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

Not what you are looking for? Ask the experts!

Kudos0

Time Restrictions is blocking all the time

1.Type of Operating System and version: Win7 Pro
2.Type of Web Browser and version: IE11
3.Type of user account that the child has on the system: Standard

4.Norton Family Version: 3.0.0.52
5.Any other Symantec/Norton product installed: None
6.Any other Anti-Virus or Security product installed: Microsoft Security Essentials

====================================================================================

Q1: Norton is saying that my daughter has used up all of her minutes even though Norton time log says she hasn’t used any minutes for the day (and I know she hasn’t).  I have her set up for 2 hours a day and between the hours of 7am and midnight.  Strangely enough, I have her sister set up the exact way and Norton’s is working.  Please help.

Replies

Kudos0

Re: Time Restrictions is blocking all the time

They same for me, on 3 similar PCs (same config as above).

I even uninstalled NF latest version, rebooted, removed the PC object from the NF site, installed again the latest NF, linked each installation to the correct kid - and still, for all 3 - they are blocked almost instantly, although all been given several usage hours during the day throughout the week.

This latest version is not so good...
Please fix ASAP as I had to disable time monitoring completely so they will be able to use the PC.

Thank you.

Kudos0

Re: Time Restrictions is blocking all the time

I have had to disable time restrictions as well and that is the reason that I paid for the software.  Like you, I have reinstalled the client on the device too.

Kudos0

Re: Time Restrictions is blocking all the time

Hi alexjohnson and eitanc,

Can you please make some change on the Time Settings screen, then save it, then change back the way you intend, then save it again to see if that help.

Have you try to reboot the PCs to see if that helps?

If these don't help,

alexjohnson, can you please send your Norton Family account email address to me by Private Message via the Forum?

eitanc, I have your Norton Family account email address.  Please let me know if above steps help or not.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restrictions is blocking all the time

Hi Katie,

I have tried all of your suggestions and there is no improvement.  I have also PM'd your my user email address. 

Thank you,

-Alex

Kudos0

Re: Time Restrictions is blocking all the time

alexjohnson,

I've reported this to the team.  I'll keep you updated.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restrictions is blocking all the time

Hi alexjohnson,

The team has corrected an issue related to time restrictions, and will release an update to address it.

We have investigated your account and found you have two children setup.+ 

You mentioned that both of them have the same time monitoring settings, however it doesn’t seems to be.

For child  xxxa, the policy is set to be allowed for 2 hours

For child xxxe, the policy is set to be allowed for 24 hours (maybe that’s the reason why it is working for that child).

We want to make sure the correction we have fit your scenario.  Please send the Time Policy settings screen shots for both children to me by Private Message or email (you can find my email address in my profile).

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restrictions is blocking all the time

KatieQ,

Julie is set up for 24 hours so she can actually use her computer.  I will change it when you fix it.  Jessica was set up for 2 hours but it doesnt monitor correctly anyway so it doesnt matter.  I am also hoping you guys can fix it.

Thanks,

Alex

Kudos0

Re: Time Restrictions is blocking all the time

alexjohnson,

Thanks for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restrictions is blocking all the time

Hi Katie,

I have also tried your suggestions and it didn't help.

Is the fix already active?

If yes - do I need to do anything on my end? Install a new client version or so?

Thanks,

Eitan

Kudos0

Re: Time Restrictions is blocking all the time

Unfortunately, neither of my kid's account work yet.  Kind of frustrating.

-Alex

Kudos0

Re: Time Restrictions is blocking all the time

Alex,

Can you give us all the details of what you are trying to do?

PC/Mac/Android?

Have you set time blocking, if so what are the settings?

Are you doing total hours for you child to be able to use the computer?

If so are you using logged into the computer or actvely using the computer?

What are your settings for what happens when the time has been reached?

For example:

Kudos0

Re: Time Restrictions is blocking all the time

I did a lot of install/reinstall and reset the settings.  It appears to be working now.  There appears to be something in the background that using up her time and it isnt registering with the program.  She is able to get around it by fully shutting down her computer at night. 

Kudos0

Re: Time Restrictions is blocking all the time

There may be an issue with allowing another 3 logins after a restart, the team is looking into it.

Kudos0

Re: Time Restrictions is blocking all the time

We also seem to be having this problem.  With three kids, one in particular (and it always seems to be the same one) will suddenly be out of time.  He came home from school today and found his 2 hour allotment already gone.  This seems to happen frequently, and I'm sure he isn't sneaking :)

His time allotment is setup very similarly to the other children.

We've had him logging out of the computer completely and verified today that he was not logged into any of them.

What is also a little weird (and maybe unrelated) is occasionally, a message will briefly popup on my screen when I login about time restrictions or something, and my account isn't monitored.  So at the surface, it kind of looks like the monitoring software gets a little confused across sessions simulatenously logged in? 

 It would be nice and helpful if I saw a graph of usage vs. machine vs. user and I could confirm when the false accounting seems to happen...

Kudos0

Re: Time Restrictions is blocking all the time

Alex,

I wonder if some of the software we run has something in common with yours.  Recently we've added steam... regulary run minecraft.  We also run Crashplan in the background.

If someone from symantec could could explain the heuristic for "logged in" I could check the system occasionally for something that is a false positive.

Rich

Kudos0

Re: Time Restrictions is blocking all the time

Hi rrauenza,

The Norton Family team is checking into an issue with time restrictions related.

Thanks

Katie

Thanks Katie
Kudos0

Re: Time Restrictions is blocking all the time

It would be nice to have a fix.  Right now both of my kids are having to completely shut down the computer in order to get the time restrictions to function correctly.  if they dont, something uses up all of their time so they have non left the next day.  The program isnt tracking any usage so we cant pin point it at all.

Kudos0

Re: Time Restrictions is blocking all the time

What mode of time restrictions are you setting, track activity or track logged in time?

Kudos0

Re: Time Restrictions is blocking all the time

Cumulative activiity time.  We also noticed another child seemed to have infinite time yesterday, so the implementation definitely has some issues.

This tracking of cumulative time across computers with a single counter is a feature unique to Norton.

Rich

Kudos0

Re: Time Restrictions is blocking all the time

so you are saying it works for 1 child but not the other

yes counting across all devices is unique and very difficult to do BTW

Kudos0

Re: Time Restrictions is blocking all the time

Three kids:  One seems accurate, one frequently seems to have used it all up without being on, and another seems to have had an inifinite amount of time.

Sorry I can't be more specific as the web UI doesn't actually report usage, so I can't verify what it "seems" like.

Rich

Kudos0

Re: Time Restrictions is blocking all the time

if you go to the time tab, it does show daily usage.

Kudos0

Re: Time Restrictions is blocking all the time

Not in any useful way.  It shows events when time has expired or when it is outside of their allowed time periods. 

To troubleshoot this at all would require some kind of hourly graph where I can say - "HEY -- it says they used 1 hours at 9am, but we all went out to breakfast!"

Kudos0

Re: Time Restrictions is blocking all the time

yes, unfortunately that type of granularity is not available

you could take a look at the computer and select "show me the remaining time", that will tell you what the product believes is the time remaining

Kudos0

Re: Time Restrictions is blocking all the time

I seem to be having the same issue as those in this string, with my son being timed out before he logs on. But in addition to that, time remaining seems to be tracked differently between the 2 computers. The desktop shows that my son's time remaining is zero the first time he logs on for the day. At the same time, the time remaining on my laptop for his account showed 33 minutes (because that was all the time remaining before his time curfew, not because he had been playing on the computer). At the same time, my 2nd son is able to play for his full hour and to have his time tracked correctly when using the desktop PC (the same one that keeps my older son logged off). I can't see any obvious differences between their user account settings. I'm at a loss at this point.

Kudos0

Re: Time Restrictions is blocking all the time

So at the moment my son (who has been gone all day, and was logged out complete) went to log onto one computer and was out of his time quota.  But if he logs onto the other computer and checks, he still has his full allotment.

Weird.

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