My child has a Moto X and we are testing Norton Family, she is regularly getting warned that her time limit is close or expired, even though she has not actually been using the devise as long as it states (I am confidant that this is true). Today, her phone locked saying that she had used it more than 8 hours, though she had not. On the management site, it says she used Instagram for 4.5 hrs, and Calendar for 2 hrs. These are not accurate numbers. My suspicion is that it is monitoring background apps or something like that. I chatted with support but got nowhere.
I have now changed her house rules to a 24 hour per day limit just to make sure it doesn't lock erroneously, but this seems like a pretty poor tracking system. Anyone else seen this or know whay it is tracking so poorly?
Our records show the latest NF client (4.3.2.21 build) was updated on the device on June 16th.
Time supervision calculates usage if screen is on and an app is in foreground. You mentioned that on charge screen goes off in 30 sec, so the usage should stop counting as soon as screen gets off.
Our engineering team has not been able to reproduce the issue. While we are continuing to check on this, can you please test the following and let us know the results?
Open an app and keep it in foreground for some time – eg:- Maps
Put the device to charge and wait until screen goes blank. Leave the device in screen blank state for some time
Remove the device from charge and get screen back to ON state
Unfortunately, the phone has the latest version, but the tracking is just way off. Over the past 2 days, it is showing more than 22 hours of use...which is not even close to accurate. It is almost like it is recording the charging time instead of the usage time. The app usage is also way off...it shows "maps" for about 7 hours, google play store for 6 hours and snapchat for 6.5 hours and instagram for 6 hrs. None of these are even close to accurate.
We have made some time monitoring related fixes in our latest version. Can you please ensure your child has latest NF version (4.3.2.21) and check if this issue is resolved.
Please also follow the steps below and send debug logs after re-producing the issue to troubleshoot further.
Steps to take debug logs:
Open NF Browser->Tap on profile picture in top left corner
Select the last option ‘Contact Us’ from the menu
Enable Debug logs
Open NF Browser->Contact Us->Request the user to enter your ‘Email Address’ (you can find my email address under my profile in the forum) to send the debug logs
Thanks, we will do some testing and let you know. When the device is plugged in to charge, and the screen turned off, there is a "glance screen" that shows the time for about 10-15 sec, then the screen goes to black. If it is plugged in to charge and the screen not turned of, the screen goes to black after about 30 sec. If you pick up the device, the screen comes on automatically.
We will continue to investigate the issue. In the meantime, can you please provide some more info on status of the device when this issue occurs, so it helps us to check this further.
When you put it on charge, though the screen gets auto locked after some time, does the display remain on or does the display also get switched off? Please check and let us know.
Sorry, what I meant to say in my earlier post was "plugged into a power cable for the night". When she does that at in the evening before bedtime, the phone auto-locks after a few minutes of no activity. Does that make sense?
When the phone is charging, is that what you mean by docked? When it is charging, the phone screen is locked. I thought that when the screen is locked, NF would not track time?
Also, how can both instagram and calendar be in the foreground while charging and screen locked?
You mentioned that the child has docked the Android device. When device is docked, screen will remain active. In that case, if there is any App in foreground, NF will consider it as usage.
From the server logs, we found that on 4th Instagram, calendar apps was reported with usage. It might be the case that these apps were left in foreground while device was docked.
If the child is not really using any app while in docked, please close the app and can remain in home screen.
Please let us know if the issue gets resolved after following the steps described above?
Click “Sign-In” link and enter your email address and password
After you’ve signed in, click on Parents Tab then click on the settings icon (top-right) of the parent tile.
Select Time Zone you prefer and Save it.
2. Please follow the steps below and send debug logs after re-producing the issue to troubleshoot further.
Steps to take debug logs:
Open NF Browser->Tap on profile picture in top left corner
Select the last option ‘Contact Us’ from the menu
Enable Debug logs
Open NF Browser->Contact Us->Request the user to enter your ‘Email Address’ (you can find my email address under my profile in the forum) to send the debug logs
Thanks for the update. I also have received your private message with your Norton Family email address. We just released an new update Norton Family Android 4.3.1. Can you please check to see if you have the latest version on the Android device and you still experience the issue? The link to the announcement for the release is below.