Cannot get onto pc with program loaded

My daughter tried to get onto her laptop this morning and gets an immediate popup that she has less than a minute before her time has expired.  She should still have four hours of time according to what I've set up on settings.  The popup asks me to extend her time if I wish but after clicking it the screen goes blank (black) and I can't do anything.  It's happened a number of times.  If I don't click anything then the screen also goes blank.  I have even gone to Settings and taken her laptop off of being monitored and still get the same problem.  What am I supposed to do ??!!     We've had this on her laptop for over a week but had nothing but problems.  When I check her activities there is no record of her being on her laptop at all when I know she's being on the internet for a few hours.  Please let me know how to deal with this.  thanks, Will, Tucson

Hi wazzu88,

 

1. What type of Operating System is the PC?


2. What type of Web Browser and version do you use (IE, Firefox, Safari, Chrome, etc)?

 

3. Safety Minder Version for Windows: You can determine this by clicking on the Norton Safety Minder icon in the System tray and selecting About Norton Safety Minder

 

For Mac: Go to Norton QuickMenu -> Norton Safety Minder -> Edit Accounts, and you will see the version of Norton Safety Minder


4. What security product(s) are installed on the PC (please provide version information)

 

Thanks,

Katie

 

 

 

laptop OS is Apple OS X  10.6 (snow leopard)  It's a Mac, running Safari browser.  I only downloaded Safety Minder two weeks ago so whatever version it was at that point is what I assume it is I downloaded, I think that's question 3.  Question 4 I don't know and I can't even get going on the laptop now with this program on it so can't even search to find out.  I'm getting extremely frustrated.   

H wazzu88,

 

Thanks for the update.  I'm sorry that you have trouble with the Time restriction feature.  I checked with the Mac team on the issue and confirmed it will be corrected with the live update  to next update version 1.3, which will be available very soon (this week or next a couple of weeks)

In the meantime, please disable the Time Management features from another computer then wait a few minutes and try to log in again on the computer with the issue (making sure the computer is on and sitting at the login screen while waiting).

 

 

If you have any questions, please let us know.

 

Thanks,

katie

I will check this later to see if update helps.  When I look at Activity from my computer to see when my daughter has logged off and on and what sites she's visited nothing shows even though she's been on the laptop.  Nothing has shown for a week or more.  Any ideas? thanks

Hi wazzu88,

 

Is the Norton Safety Minder icon, a dog paw still active (without a red X on it or dimmed)?

 

Does it still indicate the kid's is protected under her profile at Settings -> Profile?

 

 

Thanks,

Katie

Her time settings I have as "on" but profile "off" so I'm assuming profile needs to be "on" as well.  However, I'm still hesitant to put it back "on" because of the problem with not being able to log onto her laptop from the past problems.  thanks for response

HI wazzu88,

 

Thanks for the update.  We have released a new update for Mac with version number 1.3.0f104.  Please download it online to see if it corrects the issue.  Please make sure her profile needs to be protected under Settings -> Profile.

 

If you have any questions, please let us know.

 

Thanks,

Katie