Ran into a strange experience with my child's android phone, and I'm trying to track down the cause.
issue: my unlocking his device doesn't unlock it.
mitigating factor: we have previously removed data usage from his line of service. When he is at home, he's able to connect his phone to WiFi to send/receive data. However, if he is not connected to WiFi, there's no way for his phone to receive unlock notices from me.
Question: is the mechanism used to send commands to the phone via internet protocol (https, tcp, udp, something requiring TCP/IP connectivity)? If so, that means I'll have to unlock his cellular data to remove the lock.
That's precisely the bit of information I needed. I'm not sure it fully explains the behavior, but I'll come back to the thread if we have a similar issue.
Our engineering team provided the following information to clarify Instant lock removal related issue
On removing Instant lock, house rules will get updated only in the presence of internet in the device
Child will receive generic message like ‘House rules changed’ in device’s notification on removing Instant lock
If the device is still in locked state after removing Instant lock, Open child’s House rules page->Pull down to refresh the house rules manually to update the changes
Yep, please send them to us, so our team can check further with the information they requested. If they need any further information later, I'll let you know.
I work in software QA myself, so I understand trying to find repro steps. I can post screenshots, but...
1. The current lock status is different than what it was during the time of the event. At one point, I know it was instant-locked. However, even after I undid the instant lock, he still couldn't access anything except his emergency call contacts.
2. The curfew rules have changed from what they were, but not by much. It's essentially the default time rules for a 13-year old with maybe one extra allowed hour during the weekday.
3. Time usage doesn't seem to accumulate if the child uses the emergency PIN to unlock their phone. I can lock it, but that puts him right back in the same situation where he can't access anything because it's locked and unlocks don't get received.
So I'll send the screens, but I don't feel like they'll add anything since the state's changed since the incident occurred.
Son uses wifi for 6 hours (within weekend time limit) on wifi for music.
son falls asleep.
at some point, the phone locks.
so far, this is all okay. He can't use the phone because his time allotment was used up.
the next day, he can't access any apps. I go to control panel, see his phone is locked, and unlock it there. His phone doesn't get any sort of message that he can use it.
Son complains.
We in turn have the repeat discussion of what led to the software being on there.
End result: his phone isn't usable for his allotted time unless I give him the PIN to unlock it. He's currently at a camp for three weeks, so I'm stuck trying to figure out why his phone doesn't get the "okay to use" message on either a new day or an unlock from the control panel.
He does have access to wifi, but still isn't able to use the phone without my giving him the PIN.
Since we can't tell at the moment if the cell data usage and WiFi service make any difference (or if it's the reason that you see the issue), I have to check with you to see the steps you take to lock/unlock the device. Can you please provide some details on the steps to you take to lock/unlock the Android device?
1. The phone has never had cellular data unlocked on it at the same time Norton Family was on it, so I can't tell you one way or the other. The only data point I have is that if it's on WiFi, it doesn't seem to respond to daily timer unlocks.
2. Will send.
3. Motorola E (2nd generation) running Android 5.something (lollipop).
Thanks