Device using time not showing correctly

[poorkid]

I install Kaspersky Safe Kids on my kids laptop computer. I have 2 issues. 

1) I set the day limit use is 5 hours. However, when I check the report, it showed the total using hours were more than 5 hours. For example, 6 or 7 hours. 

2) the report also showing wrong information of using time. Because when no one use the computer. It still showed some hours are used. 

I try to reinstall the software but the problem cannot fix.

 

 

 

[Flood and Flood's wife]

1 hour ago, poorkid said:

• I install Kaspersky Safe Kids on my kids laptop computer. I have 2 issues. 

1) I set the day limit use is 5 hours. However, when I check the report, it showed the total using hours were more than 5 hours -> 6 or 7 hours. 

2) the report also showing wrong information of using time. Because when no one use the computer -> It still showed some hours are used. 

• I try to reinstall the software but the problem cannot fix.

Hello @poorkid, 

Welcome!

1. Make sure the laptop meets *all* Kaspersky Safe Kids (KSK) requirements, read: Computer requirements?  
2. Make sure *all* Windows updates have a Successfully installed status & Windows is not Beta or Insider Preview?
3. To try to fix this issue - (temporarily - we will change the age back later to the correct age) change the Age template - for example - if your child is 9 - change the age to 15 - then make sure to SAVE the change. 
4. Go to Windows, hidden icons, right-click KSK, select Settings
5. Sign into the KSK application - as parent
6. Go to Other - Manual settings sync, select Sync - make sure you see a banner stating Synchronization successsful.
7. Shutdown the computer using SHUTDOWN not Restart, when the computer if fully OFF -> power ON by pressing the power button, login.
8. Go to Windows, hidden icons, right-click KSK, select Settings.
9. Sign into the KSK application - as parent.
10. Change the Age template back to the *original age*, select SAVE. 
11. Go to Other - Manual settings sync, select Sync - make sure you see a banner stating Synchronization successsful.
12. Shutdown the computer using SHUTDOWN not Restart, when the computer if fully OFF -> power ON by pressing the power button, login.
13. Monitor for the original two problems? 

• Also, which KSK version is installed, read: How to find out which version of KSK is installed on your device?
• Is KSK Premium or Free? 

Please post back? 
Thank you🙏
Flood🐳+🐋

Edited March 7 by Flood and Flood's wife
pn

[Stef7766]

Your reply are complicate, technical, too much information are require and your solution are useless. I get many bugs with your app, request not receive for additional time, screen time not showing correctly, receiveving alert not understanbable, not satisfy at all by pating this apl

[Flood and Flood's wife]

5 hours ago, Stef7766 said:

Your reply are complicate, technical, too much information are require and your solution are useless. I get many bugs with your app, request not receive for additional time, screen time not showing correctly, receiveving alert not understanbable, not satisfy at all by pating this apl

Hello @Stef7766, 

Welcome!

1. Read, before updating an existing topic: Read before you create a new topic! by Danila T.
2. Log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - 
   on the support page, select either Chat or Email, then fill in template as shown in the image below; please include screenprints & or a video of the error & a *detailed history*. Support may request logs, traces & other data; they will guide you:                                          

Thank you🙏
Flood🐳+🐋