6 Replies Latest reply on Aug 18, 2017 7:29 AM by m24hauk

    SafeFamily Client doesnt come out of screentime restriction

    wessuess

      Despite having set screen time allowance window to 4:30A to 11:30P, at 09:20A, the icons restricted during the 11:30P to 4:30A window are still not showing. Turning off screentime option on Admin/Parent app has no effect. What can be done to restore function? (Both the client/child and admin/parent device are iOS.)

        • 1. Re: SafeFamily Client doesnt come out of screentime restriction
          catdaddy

          I will attempt to contact a *Expert* on your behalf to add to the discussion.

          esaung Could you please address this users Concerns?

          • 2. Re: SafeFamily Client doesnt come out of screentime restriction
            esaung

            Hi wessuess

             

            two background questions:

            1.) When did your child's device have all of it's icons disappear? how many days ago?

             

            2.) was the feature working before you reporting this? were the apps disappearing and reappearing when they were supposed to?

             

            We are seeing some strange behavior with this feature right now on iOS devices. We will be making changes in the next couple of days to help fix this.

             

            one of things you can try in the meantime is to turn off (or leave off) the screen time rules. and then on your parents device, go to the rules tab -> select that child that's on the ios device -> select the "apps tab" -> change rule for iOS devices -> turn on "allow all apps" (if it's off, then turn off and then turn back on) and see if that helps.

             

            otherwise the change that we will be making in a couple of days should resolve your issue.

             

            thanks,

            E-ming

            • 3. Re: SafeFamily Client doesnt come out of screentime restriction
              wessuess

              1.) When did your child's device have all of it's icons disappear? how many days ago?

              - The icons disappear as a function of the screentime window. For example, the icons are hidden for most applications during the "out of allowed window" time. IN this case, we are within the allowed window and the icons are remaining hidden.

               

              2.) was the feature working before you reporting this? were the apps disappearing and reappearing when they were supposed to?

              - This feature had been working for many months.

               

              We are seeing some strange behavior with this feature right now on iOS devices. We will be making changes in the next couple of days to help fix this.

               

              one of things you can try in the meantime is to turn off (or leave off) the screen time rules. and then on your parents device, go to the rules tab -> select that child that's on the ios device -> select the "apps tab" -> change rule for iOS devices -> turn on "allow all apps" (if it's off, then turn off and then turn back on) and see if that helps.

              - Tried all of that, to no avail.

               

              otherwise the change that we will be making in a couple of days should resolve your issue.

              - Unfortunately, the app the child needs access to is required for his classes today.

              • 4. Re: SafeFamily Client doesnt come out of screentime restriction
                esaung

                wessuess

                 

                the short term fix will be to remove a component on your child's device called "mobile device management" (MDM), this will automatically re-enable all the apps on your child's device.

                 

                once we put the fix in place, then you will be able to re-install the MDM component for the features to work again.

                 

                to remove MDM:

                1.) get your child's iOS device

                2.) go to the ios settings app

                3.) go to "general"

                4) go to "profiles and management"

                5.) under the header of "mobile device management" there will be an entry for "Mcafee safe family", tap on that

                6.) scroll down, you should have an option to "remove management", tap on that

                7.) you may get prompted to enter a device pin that is used to get out of the device lock screen

                 

                now all the apps should be available again on your child's device.

                 

                i will send you a note once we've fixed our issues and you can re-install the MDM component.

                 

                thanks,

                E-ming

                • 5. Re: SafeFamily Client doesnt come out of screentime restriction
                  esaung

                  wessuess

                   

                  just wanted to update that you we have made the fix to improve the screen time rules feature on ios devices. it will work more consistently now.

                   

                  if you have uninstalled MDM, the reinstall follow these steps:

                  1.) get your child's ios device

                  2.) launch safe family app

                  3.) go to family tab (far right tab)

                  4.) click on "devices"

                  5.) click on "enroll device"

                  6.) follow steps to get your child's device setup

                   

                  if you still run into issues with this feature, please let me know. it should turn on and off around the times that you have set for your child.

                  • 6. Re: SafeFamily Client doesnt come out of screentime restriction
                    m24hauk

                    Hi! I cant figure out how to ask a question on the group? So il just ask here.. the icon that appears next to "allow my child to access this" which you can turn on/off (when you see for example that they have accessed youtube) does not appear anymore? How do i fix this?