Norton has no idea what time things are

Norton Family | Parental Control
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: It appears that Norton Family has no idea what time it is on some devices.

Detailed description: On one computer, Norton constantly complains about the system time being changed. Its not changing, and its the correct time. Though Norton, and the computer, are set to east coast, Norton seems to think we are central time based on what hours it is showing us when things are flagged. It is most noticeable on the computer since we get the notice that its system time is changed, but it definitely also happens on at least one phone since the time the request comes in is showing 1 hour earlier than it actually is (so CST instead of EST). As far as I can tell, anything that wants to know the time zone or location has correct information, so no idea what is causing this issue. But its an issue since it won’t lock or unlock devices at the correct time and the constant email of a system time change is annoying since the system time is not changing.

Product & version number:

OS details: Multiple, android and windows

What is the error message you are seeing? “The system time of (Group)’s device (Device) has been changed.”

If you have any supporting screenshots, please add them:

2

Hi Maceman121,

Thanks for reaching Norton Family forums.

Upon investigating the backend data, we suspect that the time zone in parent profile of the Norton Family refers to EST(GMT-5) without the reflection of day light savings.
Could you please update it to EST5EDT(GMT-4) which should match with the child machine time zone and check if notifications work as expected?

Kindly follow the below steps mentioned in this article for updating the time zone in parent profile.

We would like to identify on what is causing the system time change notifications in the child’s PC.
We have sent you a private message requesting additional details. Kindly check and share them via private message.

Thanks,
Norton Family team

3

I’m having the same issue and the steps in the article shared do not work at all.

4

Thanks for reaching Norton Family forums.

Upon analyzing the backend data, we could see that the daily allowed time limit has been fully used, and time extension requests have been approved on few instances. In some instances, the PIN was used to extend time. Based on this, the Norton Family product appears to be functioning as expected.

Could you please elaborate the issue that you are facing with Norton Family to understand better and assist further?

Additionally, we noticed a system time change alert from your child’s Windows PC on November 2nd. If your concern is related to this alert, we’ve sent you a private message requesting product logs. Kindly check and share them via private message.

Thanks,
Norton Family team

5

I’m also having this issue…daily mails about time being changed, while the timezone in my profile and my childs PC are correct. I’m also having trouble to remotely allow extending time. The App (as a parent) says it has been extended, but nothing happens on the child’s device. It usually does not work and I still have to enter PIN on local device. I’m wondering if both issues could be related to “time” issues.

6

Hi @Leon321,

Apologies for the inconvenience caused to you.

Could you please try updating the house rules from Norton Family Tray Icon by following the below step:
Right Click on “Norton Family” Tray Icon and choose “Update House Rules”

The Norton Family product is designed to update the house rules automatically when there are changes, however when that is not happening, we request users to use the “Update House Rules“ option to force the update.

Additionally, we would like to identify the cause of the system time change notification in the child’s PC. We have sent you a private message requesting product logs. Kindly check.

Thanks
Norton Family team