KSK showing the limit has been surpassed even if the computer hasn't been used at all

[kappasette]

Hi all, I've bought and installed KSK on a MacBook Air with MacOS Ventura in preparation for my daughter's 8th birthday so I can gift her with her own (limited in both time and content) account.

The device is normally used as a test machine for software development and has two accounts on it: mine (admin) and my daughter's (iCloud for kids) and both need a password (or touch ID) to log in.

I've setup KSK to identify the two accounts as child / parent and it looks like it correctly does so, as when I access the app when I'm logged in to my account it says there are no restrictions on mine and shows the time limit in the window on my daughter's.

Provided that sometimes it doesn't even display the correct time (randomly switching between "no restriction for today" and the remaining time) my problem lies in the fact that it looks like it's not really able to track time consistently.

As her birthday is today she hasn't really used the device at all yet and the only usage on the machine these past few days has been me installing games and tweaking settings on my account to get it ready... yet still most days I got a notification saying my kid has exceeded the daily limit for the use of the device.

When I look at the reports it shows crazy high usage times that don't even reflect to the hours I was on the device setting it up, so that has left me perplexed.

For example today, after receiving the notification via email, I checked and it shows (attached) almost 8 hours of usage on a device that has been charging in an empty room with both accounts logged off.

As this is something that could really affect the way I can monitor and limit the account and it's really the primary reason I bought this in the first place, considering that Screen Time doesn't let me set a daily usage time, I was wondering if anyone knows what is happening. 

Any help is appreciated, thanks!

[Flood and Flood's wife]

Hello @kappasette, 

Welcome!

1. (for the child profile), Kaspersky Safe Kids only monitors standard computer accounts; please confirm the account configured for (your) daughter is compliant with KSK documented requirements? 

Thank you?
Flood?+?

[kappasette]

Thanks for the welcome and the reply. ?

Yeah, I can confirm my daughter's account is indeed a standard account (as per MacOs definition), configured as a kid's account in Apple's Family (iCloud) settings, and I had no problem setting up the app on the computer, including all permission for services and traffic monitoring.

I also tried to access a few forbidden sites and the action was (rightly) blocked, so it looks like the setup went fine.

Also, in the tests I did after the first setup the KSK window displayed the remaining time correctly... but after a few days I started receiving these weird notifications.

A couple of times at the first login of the day with the kid account the system was blocked right away as a result of surpassing the time limit...

 

[Flood and Flood's wife]

On 4/27/2023 at 10:50 PM, kappasette said:

Yeah, I can confirm my daughter's account is indeed a standard account (as per MacOs definition), configured as a kid's account in Apple's Family (iCloud) settings, and I had no problem setting up the app on the computer, including all permission for services and traffic monitoring.

I also tried to access a few forbidden sites and the action was (rightly) blocked, so it looks like the setup went fine.

Also, in the tests I did after the first setup the KSK window displayed the remaining time correctly... but after a few days I started receiving these weird notifications.

A couple of times at the first login of the day with the kid account the system was blocked right away as a result of surpassing the time limit...

Hello @kappasette, 

You're most welcome!

Thank you for posting back & the additional information!

Reset everyting back to 0, uninstall, install again & do not use the kid's account in Apple's Family (iCloud) settings - as this is not a part of the documented procedure, monitor the issue, if it repeats, proceed to Kaspersky Customer Service: https://support.kaspersky.com/b2c#contacts, on the support page, select either Chat or Email, then fill in Application malfunction, Other template; please include any screen images of the error & a detailed history. Support may request logs, traces & other data; they will guide you. 

Please share the outcome with the Community? 

Thank you?
Flood?+?

[kappasette]

Thanks again!

I guess I will try but... not being able to use a kid's account as it should be to get family sharing for the proper libraries, arcade, tv and the other iCloud features for kids is honestly not a really good solution for a software that is supposed to be targeted specifically for kids, even without considering that a kid's account is, after all, a standard MacOS account. ?‍♂️

It should be enhancing those features, not replacing or forcing not to use them.

[Flood and Flood's wife]

Hello @kappasette, 

You're most welcome!

Thank you for posting back! 

We do understand (your) concerns, we're not sure if the root cause of the "KSK showing the limit has been surpassed even if the computer hasn't been used at all" issue is a conflict between KSK & Apple's Family (iCloud) - child account - but we do know Apple's Family (iCloud) - child account is not documented, so it's the first place we would look if "we" had the problem; IF (you) configure KSK exactly as per the documentation & the "KSK showing the limit has been surpassed even if the computer hasn't been used at all" issue persists *without* Apple's Family (iCloud) - child account - you will have proved  Apple's Family (iCloud) - child account is not the root cause & you'll have more information to share with the Kaspersky support team, when you contact them. 

Thank you?
Flood?+?

[kappasette]

Of course it makes sense, and thank you for taking the time to reply.

I will try as soon as I have a bit of time to make an installation from scratch and will report back.

Have a nice day!