cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
wessuess
Level 7
Report Inappropriate Content
Message 1 of 7

SafeFamily Client doesnt come out of screentime restriction

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.)

6 Replies
catdaddy
Reliable Contributor
Reliable Contributor
Report Inappropriate Content
Message 2 of 7

Re: SafeFamily Client doesnt come out of screentime restriction

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

​ Could you please address this users Concerns?

Cliff
McAfee Volunteer
esaung
McAfee Employee
McAfee Employee
Report Inappropriate Content
Message 3 of 7

Re: SafeFamily Client doesnt come out of screentime restriction

Hi

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

wessuess
Level 7
Report Inappropriate Content
Message 4 of 7

Re: SafeFamily Client doesnt come out of screentime restriction

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.

esaung
McAfee Employee
McAfee Employee
Report Inappropriate Content
Message 5 of 7

Re: SafeFamily Client doesnt come out of screentime restriction

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

esaung
McAfee Employee
McAfee Employee
Report Inappropriate Content
Message 6 of 7

Re: SafeFamily Client doesnt come out of screentime restriction

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.

m24hauk
Level 7
Report Inappropriate Content
Message 7 of 7

Re: SafeFamily Client doesnt come out of screentime restriction

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?

How Many Badges Can You Collect?
Ready for a little competition? Members like you are earning badges and unlocking perks for their helpful answers. Are you? Click here to find out.

Community Help Hub

    New to the forums or need help finding your way around the forums? There's a whole hub of community resources to help you.

  • Find Forum FAQs
  • Learn How to Earn Badges
  • Ask for Help
Go to Community Help

Join the Community

    Thousands of customers use the McAfee Community for peer-to-peer and expert product support. Enjoy these benefits with a free membership:

  • Get helpful solutions from McAfee experts.
  • Stay connected to product conversations that matter to you.
  • Participate in product groups led by McAfee employees.
Join the Community
Join the Community