Norton Family Android. Instant lock, house rule update, time extension approval does not update automatically into child device

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  1. House Rule does not automatically update. If you adjust time or block an app, from the parent app, the child device will not update automatically. The app will not be blocked and the time limit update will still be the same, untill you manually refresh the house rules from the child device
  2. Instant lock does not work. Doing this either from web or parent app will not have an effect to the child device. This is also because the house rule does not update automatically. When the child manually refreshes the house rule, only then the instant lock will work.
  3. Release of instant lock does not work as well. Same thing you will have to manually update house rule from child device
  4. Time extension request approval does not automatically update into the child account. Same thing the child will have to manually refresh the house rule to for any update or command from parent app.
  5. Parent app receives the request automatically from child account (time extension request) without having to manually refresh Norton app in parent device
  6. This all happens even if all the required permissions on child app device are allowed (no warning marks)
  7. Tried to set battery settings to unrestricted in Norton app in child device but this also does not solve the issue.
  8. Norton accessibility service is also set to ON from the child device
  9. Relevant for Android. Install/reinstall of app also does not work. consulted 3 times with chat support but no good solution provided.  Feedback sent with debug while replicating the issue numerous times. 
  10. If somebody has same experience or solution, feel free to post a response. Thanks!
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Hi @andyperry,

Regarding the query about your son’s iPad, App Supervision is not yet supported in iOS child devices. So apps cannot not be blocked/allowed in iPad. If YouTube Kids is visited in a browser in the iPad, it will be blocked/allowed by VPN based on the Web Houserules that has been set for the child.

Thanks,
Norton Family Team

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I am also having issues with Time Extensions.  My son gets to the end of his time and requests for say 30 mins.  I approve it.  Everything says his request is approved including his request on his device.  The app is refreshed and yet when he goes in to anything it still throws him out bringing up the message that confirms his request is approved!  In the end I turn off the time toggle button which of course renders the app useless!

Also, with my other sons iPad, it doesn't seem to be working at all.  As far as I can see, the profile is downloaded and installed and the VPN that Norton forces which I believe is mandatory for this to work, is there and showing in the taskbar.  The certificates all seem to be there and active and yet nothing is blocked.  When I go on the web site, the history shows it blocked an app but I am sat here watching YouTube kids on the iPad with nothing being blocked.

I appreciate some troubleshooting may require personal validation but it would be nice if instead of just private messaging people, norton actually came back and confirmed the fix so everyone else experiencing these problems know what they can do

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Hi @Maryse Goyette,

Welcome to Norton Family forum.

We are investigating the issue and need additional information for troubleshooting. We have sent you a private message for the same. Please check.

Thanks,
Norton Family team

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I have the exact same problem on my son’s Android cell phone. My daughter has the same cell phone and it works very well. I hope you have a solution. It has the same rules as during installation. If I change the rules, it doesn’t change on his phone. I have reinstalled several times without success. It’s as if the information from my son’s phone is transmitted to mine, but the information from mine does not reach his.

Thank

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Hi,

Thanks for reaching out to Norton Family Forum.

We have sent you a private message to understand more about the issue. 

Thanks,

Norton Family Team

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Found and I think this is same with https://community.norton.com/en/forums/norton-family-not-updating-automatically-android-more-issues

I hope Norton will not suggest to block the Settings app on the phone as this is needed by the Child device to adjust other functionalities for other apps. It is a solution but suggesting this just renders the phone useless.  We do not want them to constantly coming to us to adjust any simple setting from time to time! If this is a requirement then perhaps this is the app's major flaw.

Child nowadays are also good in manipulating phone settings just by doing searches in google.

Also for https://community.norton.com/en/forums/norton-family-not-locking-all-apps

The child device still has access to fb messenger, even if we want to block all phone usage

I hope that the thread will not be locked by the moderator unless they solve the issue; or tell us that this is indeed a known problem and they do not have a solution. I saw in most posts they respond, add a solution then lock the thread without any confirmation that their suggestion actually solved the problem.