Time limits not working - time exceeded when device isn't used

Norton Family | Parental Control
1

Issue abstract: Device usage time increasing when not in use.

Detailed description:

We’ve set up time limits for our child’s laptop usage, but whenever the laptop has power, it’s often immediately reporting that the time limit has been exceeded, even though it hasn’t been used at all that day, or has been used very little.

This is happening on multiple devices/profiles.

Product & version number:
Norton Family

OS details:
Windows 11

What is the error message you are seeing?

Report that usage has exceeded and needs to request an extension.

2

Hi user4266

Thanks for reaching out to Norton Family forum.

Could you please try locking the machine (or shutdown) when not in use and confirm if the issue persists?

Thanks,
Norton Family team.

3

Hello,

I have just powered up the machine, logged into the account and then locked the screen and it registered 0.8hrs usage when I checked about an hour later, all while the screen has been locked.

I then closed the lid of the machine, and the usage time didn’t increase.

I then re-opened the lid, locked the screen and the time didn’t increase again.

So it’s inconsistent behaviour as it’s increasing when the machine’s open and unlocked, sometimes when it’s locked and sometimes when the lid is closed.

Any suggestions on how to get this reliable would be appreciated.

Thank you,
Jonathan.

4

My other child’s laptop is reporting 6.8 hours use for yesterday, and that they reached their curfew at 00:00. I received the email about that at 07:15.

The laptop (different laptop) was in use for about an hour yesterday and otherwise with the lid down.

Something very odd with this time tracking.

5

Hi Jonathan,

Thanks for sharing the details.

Upon analyzing the backend data, we could see that the usage logs were posted from the child’s device.
We suspect that the usage logs are posted despite not being used, possibly due to device specific settings.

Could you please share the screenshots of the below mentioned settings from both of your child’s device?

  1. Power settings:
    You can find the power settings by following the below steps:
    a. Open Control Panel
    b. Navigate to “Hardware and Sound”
    c. Select “Power options”
    d. Go to “Change Plan settings” of the active power plan

  2. Lid Close Action settings:
    You can find the lid close action settings by following the below steps:
    a. Open Control Panel
    b. Navigate to “Hardware and Sound”
    c. Select “Power options”
    d. On the left-hand side, click “Choose what closing the lid does”

  3. Device specifications and Windows specifications:
    Steps:
    a. Open Settings from start menu or Press Win + I to open the Settings app
    b. Navigate to System > About

Thanks,
Norton Family Team

6

I can’t easily screen shot, so I include the info I see below.

Laptop 1:
Power settings: turn off display 3 mins, put computer to sleep 3 mins
Lid Close Action: Sleep for all of them.
Device specification:

  • AMD Ryzen 7
  • 16 Gb RAM
  • x64 processor
  • Windows 11 Home, 23H2
  • OS Build: 22631.4460

Laptop 2:
Power settings: On battery, display + sleep - 3 minutes, plugged in - 5 mins
Lid close action: Sleep for all of them
Device specifications:

  • 12th gen Intel i5
  • 8Gb RAM
  • Windows 11 Pro, 22H2
  • OS Build: 22621.4317.

Laptop 1 is the one I used for testing yesterday, but I see the same issue on both.

Thank you!

7

Thanks for providing the details.

We would like to have a remote session to investigate and analyze the issue further.
We have sent you a private message with details for the same. Could you please respond with your convenient time via private message?

Thanks
Norton Family Team