Norton Family seems to have incorrect timezone

3 things

  1. Notifications are listing incorrect times.
  2. The app on my phone to check usage, etc will not open. Blank white screen.
  3. Son’s phone is off, but still shows use.
    Please help. Found a thread from 2011, but the help link no longer works.

Hi Carla,

Thanks for reaching out to Norton Family Forum.

In order to fix the notification times, kindly ensure that the timezone for your account is correctly set. Please follow these steps to change the timezone for your account from the Norton Family Portal:
         1.  Login to family.norton.com
         2. In the dashboard, click on the Parent Icon in the top right.
         3. Select the three-dot menu adjacent to the parent profile for which you'd like to update the timezone.
         4. Select Edit Profile.
         5. Select the required timezone from the popup.
         6. Click Save.

You can also do the same from the parent app as well. Click on the Hamburger Menu in the top left of the Family Dashboard. Choose Settings. You can go ahead and change the timezone in the next screen.

For the issue regarding white screen, could you kindly try clearing the app from Recent Apps and try launching it again. You might also want to update the app to our latest version (#7.3.2.3) from PlayStore.

As far as the incorrect usage data is concerned, we checked our backend logs. There was no anomaly there. Kindly be noted that we show past usage as well in the portal upto a period of 30 days, which might not necessarily mean the child is using the device right then. However, if the issue still persists, do get back to us with some more details and clarity.

Thanks and Regards,
Norton Family Team.