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Kudos0

Urgent - Phone is now totally locked.

Hi,

I have Norton Family installed on my daughters Samsung Galaxy Ace 2.

Somehow the date and time gets set to 0 sometimes.  This may be because she has dropped it a couple of times and let the battery fall out.  However, this isn't the problem.

The problem is that when she arrived home today Norton had locked her out of all the applications.  

I have set up her account so that she can use the applications from 8am to 9 or 10pm, and is limited to 3 hours per day.  However, today at 4pm was the first time she had used the phone and she was locked out.   This was obviously because Norton Family thought the time was 1am in the morning.

When I tried to enter parent mode, I got the message "Unable to sign in - Certificate can't be validated on your device. Please make sure your device date is correct".

This means that I can't get in to the settings to fix the date and time!!!!!!!!

I have tried switching off Supervision on the website, but the Android app doesn't seem to have picked this up and continues to lock us out of all the apps.

Help please.

Thanks,

Ed.

Replies

Kudos0

Re: Urgent - Phone is now totally locked.

Hi Edward,

Have you tried to reboot the android device to see if the time and date on the device get reset correctly by itself?

You said "I have tried switching off Supervision on the website".  I assume you log onto your Norton Family online account using a PC and turn the Supervision Off?  Which Supervision were you trying to turned off?  After you did that, did you click the Save button to save it?

If you are still not able to use the mobile device, have you logged onto your Norton Family online account on a PC and unbind the mobile device from your NF account?  Please check out the link below for details:

https://family.norton.com/familysafety/help.fs?action=bindUnbindDevice

Thanks

Katie

Thanks Katie
Kudos0

Re: Urgent - Phone is now totally locked.

Hi Edward,

Can you please provide the following information, so we can check into the issue further?

  1. Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?
  2. Current device time.
  3. Current NF version installed in the child’s device. To find version number, please go to your Android device, click Menu -> Settings -> Applications -> Manage applications -> Norton Family.
  4. Please open Norton Family app in the child’s device, and click on the “You have x-hour usage limit on this device today” and get the remaining time usage for the child on the device.
  5. If the child usage is completed, then the device (apps in the device) will be blocked for the rest of the day and will get unlocked next day when there is no block period.
  6. Please open Norton Family app in the child’s device, and click on the “You are not allowed to use this device during certain time intervals” and get the blocked time period.
  7. If the device time is within the blocked time period, then please wait till the time period completion and then check if Settings app can be opened?

Also please let us know if the device is not time block period and also there is remaining usage but still the apps are blocked

Thanks

Katie

Thanks Katie

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