Dear Norton Support Team,
I am writing to report an issue with the lock feature in Norton Family.
Product Information:
- Norton Family Version: 7.8.1.25
- Parent Device Operating System: Android 13
- Child’s Tablet Operating System: Android 13
- Child’s Tablet Make and Model: IPlay50 mini Pro
Problem Description:
The lock feature on my child’s tablet does not engage automatically when I turn the lock option on through the parent portal or app. The tablet remains unlocked until the ‘House Rules’ are manually refreshed within the Norton Family app on the child’s tablet. Once the rules are refreshed, the lock engages as expected. However, this requires manual intervention on the child’s device, which is not a viable solution for effective parental controls.
Troubleshooting Steps Already Taken:
I have already performed the following troubleshooting steps based on recommendations: - Verified that Norton Family is installed correctly on the child’s tablet.
- Confirmed that all necessary permissions are granted, including Device Administrator, Accessibility Service, and “Draw over other apps.”
- Checked and excluded Norton Family from any battery optimization or power-saving features on the tablet.
- Ensured that background data usage is not restricted for the Norton Family app.
- Restarted both the parent device and the child’s tablet multiple times.
- Verified a stable internet connection on both devices.
- Checked the system date and time on the child’s tablet.
- Attempted to manually lock and unlock the device through the parent portal.
- Reinstalled the Norton Family app on the child’s tablet.
Despite these steps, the lock feature only engages after a manual refresh of the ‘House Rules’ within the Norton Family app on the child’s tablet.
Frequency:
This issue occurs every time I attempt to lock the device remotely or when a scheduled time limit should automatically trigger the lock.
Error Messages:
I have not encountered any specific error messages within the Norton Family app or on the tablet related to this issue.