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Amount of time child spent on apps exceeds total amount of time allowed

Hello,

I am using Norton Family application and I can see the following situation. If I choose "App" option from the dropdown, and select "Today", I will get a list of apps my child used today, and when I add up individual values of time spent on each app, I get nearly 4 hours (that is presented on the left-hand side of the screenshot). However, if I choose "Time" option and select "Today", I will get displayed value: "Used hours 3.5", which is maximum allowed (right-hand side of the screenshot). Could you tell me, how is this discrepancy possible, that time spent on apps is greater than time allowed? 

Child is using Android app.
I am looking at my Norton account in my browser (Chrome) on Windows 11.

Thank you in advance. 

Jelena

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Kudos0

Re: Amount of time child spent on apps exceeds total amount of time allowed

Hi Jelena,

Thanks for reaching out to Norton Family Forum.

The issue that you have pointed out should not happen under normal scenarios. However, in cases where the child is using multiple apps simultaneously using the Split Screen feature of their device, the usages for both the apps are considered separately by Norton Family. This might eventually lead to a situation wherein the sum total of individual app usages exceeds the total usage time for the device, similar to your case.

It is likely that your child is occasionally using his device in Split Screen, which might be the possible reason for this anomaly.

Regards,
Norton Family Team.

Kudos0

Re: Amount of time child spent on apps exceeds total amount of time allowed

Hi,

Thank you for your reply. It is very possible that what you've described explains this scenario.

There is also another thing I've just discovered: it is also possible that child uses the app after allowed time has expired. The child said that although the app is locked, if they open the app very quickly, in some cases they can access the app and use it (however this is not so easy to reproduce but is possible).

I'm also thinking, could there be a latency in receiving requests from child's phone on your server, and then passing the information to parent's account? Because, for example, from the moment child starts to use the phone, till the moment I get the information in my account, it takes 15 minutes (or more). I'm also wondering is there a latency between child's phone and your servers, so that, for example, child exceeds the limit, but the moment of locking device comes minutes after the child exceeded the limit (that way, child has some extra minutes to use the device)? :) 

Kind regards,

Jelena

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Re: Amount of time child spent on apps exceeds total amount of time allowed

Hi Jelena,

With regards to your former issue, it has been noticed that its temporary and the block screen shows up again as soon as the child interacts with the app. Having said that, this scenario itself is rare and not easy for the child to reproduce, just like you have mentioned.

As far as the latency issue is concerned, we send usage logs from the child device to our servers at periodic intervals. However, for events requiring immediate action such as time extension requests and so on, we send such alerts instantly to the parent. But kindly be noted that the moment the child exhausts his allowed duration of usage, the device gets locked as the logic to make that happen is processed on the child's phone itself without any involvement of the servers.

Thanks and regards,
Norton Family Team.

Kudos0

Re: Amount of time child spent on apps exceeds total amount of time allowed

Hi,

Thank you  very much for the explanation, now it's much more clear!

Kind regards,

Jelena

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