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Kudos0

time settings not working even after uninstall/reinstall

Norton Family is not logging a user out, even when reporting that the user has exceeded the applicable time limit.  A Norton technician used a remote session on November 3 to uninstall and reinstall Norton Family (reference case number 12148881).  While doing so at first appeared to solve the problem, Norton Family is once again failing to apply time limits.  Today, a different Norton technician indicated that she could do no more, and referred me to community.norton.com for further assistance.  Please advise.

Replies

Kudos0

Re: time settings not working even after uninstall/reinstall

Norton Family is not logging a user out, even when reporting that the user has exceeded the applicable time limit.  A Norton technician used a remote session on November 3 to uninstall and reinstall Norton Family (reference case number 12148881).  While doing so at first appeared to solve the problem, Norton Family is once again failing to apply time limits.  Today, a different Norton technician indicated that she could do no more, and referred me to community.norton.com for further assistance.  Please advise.

Kudos0

Re: time settings not working even after uninstall/reinstall

Hi kgreendot,

Can you please let us know if you have any other parental control programs other than Norton Family installed on the PC?  If so, please uninstall or disable them.

If you have multiple parental control programs enabled on the PC, it might interfere with the performance of Norton Family.

Thanks,

Katie

Thanks Katie
Kudos0

Re: time settings not working even after uninstall/reinstall

No, there are no other time management programs on the affected computer, and the Windows 7 Parental Controls are set to "off" for the affected user.

Kudos0

Re: time settings not working even after uninstall/reinstall

Hi kgreendot,

Here is how the program works when the time restrictions have been reached: The program blocks the child account when the time is up and he/she can’t disable the program unless they have the account email and password.  When the time is up or during a curfew period, the child would get an extra 60 seconds plus another 60 seconds while displaying a warning message with 60 seconds counting down.  After that,  the child is logged out of his/her account.  The child is allowed to log back to the PC for 60 seconds and receive another warning message with 60 seconds counting down to finish whatever he/she was doing .  Later, the behavior is repeated for the 3rd time,  so the child gets about extra 6 minutes, then he/she wouldn't be able to log back to the PC without the email address and password of the Norton Online Family account.

Can you please let me know what version of Norton Family you have on the computer? To find the version, please click the Norton Family icon in the system tray and select “About Norton Family”. The latest Norton Family is 2.9.5.14.

Thanks,

Katie

Thanks Katie
Kudos0

Re: time settings not working even after uninstall/reinstall

Yes, that is the version installed on this machine.  Are you aware of any other circumstances under which the program can fail to enforce time limits?

Kudos0

Re: time settings not working even after uninstall/reinstall

Hi kgreendot,

I haven't seen anyone showing me via remote session that children are able to stay on the PC without any interruptions when the time restictions have been reached.  If the chid tempers the systems in some way, the program will notify the parents.  In that case, all the functions don't work, not just time restrictions.

Thanks,

Katie

Thanks Katie
Kudos0

Re: time settings not working even after uninstall/reinstall

I have noticed that Norton Family sometimes issues warnings like the following: 

11/21/13 6:21 AM : Norton Family's web browser monitoring component is either disconnected or disabled. Please restart the web browser or restart your computer. [DELL-LAT_Win7]. I've never been able to tell why this occurs, which raises another question, but since we're working on time settings right now, could a warning like this have something to do with the time monitoring also being someone deactivated?
Kudos0

Re: time settings not working even after uninstall/reinstall

Also, this message issued at 6:25am and the user's account shows web activity at 6:27am, even though the time restrictions for this user are set to disallow access prior to 6:30am.  Does this information suggest anything?

Kudos0

Re: time settings not working even after uninstall/reinstall

Hi kgreendot,

The additional message in the email you receive should be as following:

"The Norton Family browser plug-in was unexpectedly turned off on XXX . This plug-in will be re-enabled automatically in five minutes. If it does not restart automatically, restart the browser or computer. The following features require the plug-in:

  • Safe Searching
  • Social network monitoring
  • Video monitoring (Premier Members)

All other features including web monitoring and filtering can continue to work without the plug-in enabled....."

These mean even though the Norton Family is disabled for some reason, the program still blocks websites and logs the Web activity.   The Norton Family plug-in is enabled or disabled doesn't have effect on the time restrictions.

I've heard the some children have used the few seconds before the warning message comes up indicating it's curfew time.  After they get logged out, they keep logging back to use a few seconds more.

I'll be glad to set up a remote session with you if you are able reproduce the issue that you are able to be stay on the PC using the child's account during curfew time.

Thanks,

Katie

Thanks Katie

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