Screen time limits not working when listening to audio books

[NorwayDad]

My son is obsessed with audio books, which is great, but limiting time he spends on other activities. However when he uses his audio book app (Storytel) with the screen off, his screen time is not registered in Kapersky. Can anybody confirm this? Am I missing something?

 

Cheers 

[Flood and Flood's wife]

Hello @NorwayDad, 

Welcome!

Which device does your son use: Windows, Android, Mac, iOS & which OS version ? 

When you say “screen off”, is the device use time expired, is he locked out but Storytel keeps running, how is the screen off? 

Please let us know? 

Thank you🙏

Flood🐳+🐋

[NorwayDad]

Hi and thanks for the quick reply!

Android version. The app is running, limits have not expired. He only listens to the audio, so after a few minutes the screen turns off. I tested it today: despite Storytel running for over 30 minutes (screen off, only audio), only 1 minute is registered as device usage.

 

Regards

[Flood and Flood's wife]

Hello @NorwayDad, 

You’re most welcome☺ !

Thank you for the information👌

1. Which Android OS version please? 
2. By our definition, Android, “screen off” = screen locks & goes black, do you agree? 
3. Are you using Device allocated time & or Time schedules to manage your son’s phone time? 

Please let us know? 

Thank you🙏

Flood🐳+🐋

• Allow us some time to install Storytel & test please? 

[NorwayDad]

1. Android version: 1.54.0.14

2. Yes, agreed. 

3. I added Storytel to the exclusion list and limited it to one hour. 

?

 

[Flood and Flood's wife]

Hello @NorwayDad, 

Thank you for the information👌

1. 1.54.0.14 is unusual for Android version 🤔, please recheck? 
2. The phone manufacturer please? 
3. Your son’s birth year please? 

So, with the exclusion you’ve added, your expectation (& ours) is, KSK will accurately reflect Storytel use time, max 1hr, that’s what we will test, if you could also please do the following: 

1. Clear Storytel cache, open Phone Settings⚙ , go to Apps, go to Storytel, select, Storage, select Clear cache → see image 1 below
2. Shutdown the phone → power OFF, power ON, login, start Storytel, allow it to run & allow the phone to lock & the screen to go black, monitor KSK reports to see if Storytel use time is accurate? 

 

Please let us know? 

Thank you🙏

Flood🐳+🐋

[NorwayDad]

Hi again! 

1. This appears correct (assuming I'm looking in the right place).

2. Huawei (parent), Samsung (child). 

3. 2013

I will follow your instructions. Appreciate the continuing help (and on a Sunday!). ??

Regards

 

[Flood and Flood's wife]

Hello @NorwayDad, 

You’re most welcome☺ !

Thank you for the additional information👌

To find Android version, open phone Settings⚙ , scroll to the bottom of the screen, select About phone or About device, depending on the Android version, the information may be “buried” in a Software information screen. 

 

Please let us know if the Reports still do not reflect accurately? 

Thank you🙏

Flood🐳+🐋

[NorwayDad]

Oh, apologies, I thought you meant which version of the android APP. ?

The parent phone is on v.10.

The child unit is on v.7.

I've troubleshooted the problem as per your suggestion. As you can see from the images, Storytel was playing for over an hour, yet registered only 9 minutes in KSK. 

 

[Flood and Flood's wife]

Hello @NorwayDad, 

Thank you for the information👌

No apology necessary, you got there in the end👏

⚠ Just in case you’re not aware, Storytel has an age rating of 12+

• We’ve replicated the KSK Reports not reflecting the Storytel time accurately issue and KSK did not block Storytel when the hour had expired; we actually started listening at 22:19, until 23:59, then restarted & ran the next tests twice to make sure.
• We also checked the Reports from an Android & a Windows device, no difference, same outcome.

• Please raise a request with Kaspersky Technical Support, fill in Application malfunction, Other template → image 6 below; Support will request Logs & other data, they will guide you

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.
• Please share the outcome with the Community when it’s available?

Thank you🙏

Flood🐳+🐋

[NorwayDad]

Where are my manners!?  Apologies for MIA.

I would like to sincerely thank you for your fantastic customer service.  I have never had such a good experience with a customer service agent before.  

Thank you!

 

[Flood and Flood's wife]

Hello @NorwayDad, 

You’re most welcome☺!

We thoroughly enjoyed working on the issue, we got to listen to hours of Norwegian audio, before we configured English😅 , no idea what was being said, but, it was fascinating.  

For absolute transparency, we’re not part of any Kaspersky team, the Community is made up of users of Kaspersky software (like you) , all who give their time freely, to help other Community members (like you). There's a small team of Kaspersky employees - all of whom are clearly identifiable, bc, their profile shows "Kaspersky Lab Employee".

Thank you🙏

Flood🐳+🐋

[NorwayDad]

Well they’re very lucky to have people like you who take such good care of newbies like me.

Thanks again and take care. 🙏