Bugs with Screen Time restrictions on content shared with family members

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Bugs with Screen Time restrictions on content shared with family members

Hi,

I raised this issue with Apple support, but after several hour long calls with the technical team, sending logs, screenshots and everything else they asked for, it seems they're not in any rush to fix it.

I own a lot of movies in my iTunes library, and have two daughters with iPads, which have restrictions enabled via Screen Time. A problem we've noticed is that if we restrict movies (e.g. 12 rating or below), then although they can see and stream the correct items in the Apple TV app, if they download one to their iPads then they're unable to play the downloaded copy. The iPads just display an error saying that the restrictions need to be changed in the Settings.

We've also seen funny behaviour on our Apple TV device. Here, the restriction is set on the box rather than for a specific user. But if we set a 12 rating limit on TV shows, then my daughter is able to watch an episode of Friends no problem (she owns the show), but if I try then I'm prompted to enter the Apple TV passcode, which is plainly wrong.

These scenarios used to work fine until an iOS update released in the summer, but I'm not sure which one. So I was wondering if anybody else has noticed these kind of problems recently when sharing content with family members and using Screen Time restrictions? And are there any ways around it? I don't want to remove the restrictions, because then it opens up lots of 15 and 18 rated movies which aren't suitable for my daughters. But as it stands, they can't watch the movies we've purchased on long car journeys.

Many thanks,

Graham.

iPad (6th gen) WiFi

Posted on Dec 1, 2021 2:30 PM

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Answer 1

Top-ranking reply

grahamfromsevenoaks Author

Level 1

12 points

Dec 2, 2021 1:08 AM in response to k_p95

Hi,

There are several problems but if I focus on the iPad issues first. My daughter's iPad is a 2018 model, updated to the latest iOS. I own the movies on my account, and share with my daughter via Family Sharing. It doesn't matter whether I set the restrictions via her Screen Time or directly on her device, the same problems exists either way. Here are some examples

Bug 1: Unable to play downloaded movies

We set her movies limit to age 12:

In the Apple TV app, under my shared content, she correctly sees the list of up-to-12 rated movies. And if she clicks on any of these then she's able to play them (all good so far).

But, if she downloads any of them, then trying to play the downloaded copy is blocked unless we allow 'Allow all movies' in the screen time settings:

Bug 2: Unable to play her own TV show

We purchased the complete series of Friends on her account, so there is no family sharing involved here. If we set her age restriction on TV shows to 12 (or even 15 or 18, it doesn't matter!) then she can still see Friends listed in her library, but is unable to play or download any of the episodes. Even episodes which she had previously downloaded are blocked from playing.

Bug 3 - Filtering in Apple TV app

This is a minor problem, but if I set her movies restriction to 'U', and look at the movies I'm sharing with her, then the general movies list is completely empty:

But the individual categories include the movies we would expect to see:

All of this information has been sent to Apple support, and I know that at least one other customer has reported similar issues. But the last phone call I received was to say 'don't expect a solution any time soon', and the case was closed! So I'm wondering how widespread these screen time problems are?

Thanks,

Graham.

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Answer 2

k_p95

Level 5

4,002 points

Dec 1, 2021 6:08 PM in response to grahamfromsevenoaks

Hi,

Thanks for reaching out to Communities! Sorry you are having issues with Screen Time restrictions.

I’d like to get some more information from you, in order to properly resolve your issue.

I own a lot of movies in my iTunes library, and have two daughters with iPads, which have restrictions enabled via Screen Time. A problem we've noticed is that if we restrict movies (e.g. 12 rating or below), then although they can see and stream the correct items in the Apple TV app, if they download one to their iPads then they're unable to play the downloaded copy. The iPads just display an error saying that the restrictions need to be changed in the Settings.

What are the affected products here? (Daughters devices)

iOS, iPadOS Version:

Example of affected content: (movie title that was purchased, downloaded, a shared purchase with FS, etc):

Are the screen time restrictions enabled per device or managed with Family Sharing with their Apple IDs set as Child accounts?

If set up per device, you would have created the restrictions for screen time on their Settings > Screentime > Set up/Turn on Screen time > this is a child’s device.

If set up with FS, the organizer would go to Settings > Name > Family Sharing > Screentime.

The content that they have downloaded to their devices, i assume it is correct content they are allowed to watch with the restrictions in place, but still are unable to due to the restrictions error?

Does this apply to all allowed content or is it content specific?

Is the affected content a shared purchase from another family members Apple ID, a new purchase, or provided from a paid subscription (example: Apple TV+)?

We've also seen funny behaviour on our Apple TV device. Here, the restriction is set on the box rather than for a specific user. But if we set a 12 rating limit on TV shows, then my daughter is able to watch an episode of Friends no problem (she owns the show), but if I try then I'm prompted to enter the Apple TV passcode, which is plainly wrong.

What is the Apple ID signed into the Apple TV?

If the content was already previously purchased by that Apple ID that is trying to access it, screen time restrictions would not apply.

Although, it should not be restricted to you either. Could you clarify how the Apple TV is setup/Apple ID that is signed in? Does this only occur when accessing Friends, or does the issue occur with other content types?

https://support.apple.com/guide/tv/family-sharing-atvb26e8f089/15.0/tvos/15.0

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Answer 3

k_p95

Level 5

4,002 points

Dec 3, 2021 11:56 AM in response to grahamfromsevenoaks

Hi,

Thanks for clarifying the ratings mismatch, as well as providing additional information.

If the issue is isolated to software, and it seems like it is, I would recommend reinstalling the latest iOS software on a Mac or PC. This requires completely erasing and restoring the affected products, removing the currently installed iOS software from those devices, and downloading and installing another copy of the iOS software to that device.

This can be done when placing the devices in recovery mode and connecting them to your Mac or PC.

If ever having issues with iOS, or possibly a corrupted/errored version of iOS installed, removing it and reinstalling it can resolve.

Placing the devices in recovery mode differs depending on device model:

https://support.apple.com/en-us/HT201263

Once placed in Recovery Mode and plugged into iTunes, select ‘Restore’ > then ‘Update & Restore’ on the pop-ups.

Leave the device plugged in for this entire process. It is normal for it to reboot the Apple Logo while completing the restore.

Hope this helps!

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Answer 4

k_p95

Level 5

4,002 points

Dec 2, 2021 10:24 AM in response to grahamfromsevenoaks

Hi,

Thanks for your response. I am looking into your issue.

For now, i wanted to point out an observation i have made by enabling Screen time on my iPhone 13 iOS 15.1.1 set up as a child’s device, and i do not see the same ratings as you have configured on your Settings.

I assume your Apple ID storefront is the US, or is it CA?

(I dont think it would make a difference regardless, but, you never know.)

For example, when i enabled screen time > this is my child’s device > content and privacy restrictions > movies >

i am only presented with the following options:

Could you confirm the ratings that you show listed on your end? I think that may be the issue.

Now, to further isolate, I am the organizer of my own FS, and i have just created a child account within my FS on my iPad Pro running iOS 15.1, and signed into the iPad with the child account. Upon setting up screentime restrictions, i see the same ratings i was presented before on my iPhone, the Apple ID that was signed in was not a child account, but was set up as a childs device.

I would like to see the ratings you are offered, because that may be where the glitch lies. Assuming you are in the US storefront for those Apple IDs.

If that is the case, i would recommend disabling all screen time restrictions and then placing the affected devices into recovery mode and restoring via iTunes on a Mac or PC to reinstall the latest iOS.

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Answer 5

k_p95

Level 5

4,002 points

Dec 2, 2021 10:29 AM in response to k_p95

At the same time though,

This issue occurs not only on those devices, but also on an Apple TV, so it may not just be a software issue. It is very weird!

Could you sign out of one of their Apple IDs on the iPad, sign in with yours, confirm no restrictions are enabled, and then try to stream one of the downloads that were unable to play before?

See if the error message persists.

If no, enable the screen time restrictions on your Apple ID once signed into the affected device, and try to replicate the issue again.

This isolates if the issue is related to software, Apple ID account, or content.

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Answer 6

Dec 2, 2021 3:43 PM in response to k_p95

Hi,

The content ratings are for the United Kingdom. Our iCloud accounts are all UK based, and all the content was purchased in the UK iTunes store.

I tried a few things tonight. If I sign into my daughter’s iPad using my account, then things work as expected even with Screen Time enabled. If I do the opposite and sign her into my iPad mini, then we see the same problems in the Apple TV app. So it’s account or software related rather than device related.

The issues only affect Apple TV on iOS. We have a MacBook, and if she signs into that, the Screen Time settings sync up as they should, and the Apple TV app let’s her play and download movies and TV shows. Although she can still see the 15 and 18 rated movies in my shared library, she’s blocked from playing or downloading them. So the MacOS application is working correctly.

Also keep in mind that this setup was working correctly until around August time, with the same accounts and the same Screen Time settings. To me, it all points to a bug introduced in iOS or the iOS Apple TV app over the summer.

Cheers,

Graham.

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Answer 7

Dec 3, 2021 1:11 AM in response to grahamfromsevenoaks

Hi,

Sorry, I was mistaken in my last post when I said that it works fine on my account. I managed to reproduce the problem using my own Screen Time settings, and also my wife's account too.

However, I also got hold of an iPhone which is still on iOS 14.5.1. I set up my daughter on there, and the Screen Time restrictions are working perfectly. It can download and play everything as expected.

So surely the problem is a bug introduced in iOS 15. Perhaps it only affects UK content ratings and Apple don't test those before releasing it (they certainly don't test iTunes on a UK profile - that software was broken for months until they patched it this week).

How can I get this problem fixed?! I've already gone to Apple support, who have all the information and don't seem interested in fixing it.

Thanks,

Graham.

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Answer 8

Jan 20, 2022 6:54 AM in response to k_p95

Hi,

I have the exact same issue. The content ratings dont seem to transfer when the movies are stored locally, so while the child can stream them, when they're without a connection they can't (which is the whole point of a download).

I've been back and forth with Apple support for months and they have finally admitted it's a known bug but have no ETA for a fix.

Not sure what to do now as it's becoming urgent.

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Answer 9

Jan 20, 2022 7:10 AM in response to Community User

Well I'm glad it's not just me. I've given up on Apple fixing it, it's been broken for 6 months now.

If it's any help, what I did to work around it was to disable the content restrictions in the kids' Screen Time, but also disable the purchase sharing on my own account. Then it's still possible for me to use iTunes or the Apple TV app on a PC/Mac to copy movies to their iPads, but they can't browse the inappropriate stuff when I'm not around.

If you want to use family sharing for apps, you need to enable purchase sharing temporarily, download the app to their iPads, and then disable purchase sharing again.

Needless to say, I've stopped buying family content on iTunes now because of this bug!

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Answer 10

k_p95

Level 5

4,002 points

Jan 20, 2022 11:02 PM in response to grahamfromsevenoaks

Hi,

So sorry to hear you are still experiencing this issue. I see you have a workaround in place currently.

Did you ever reinstall iOS/iPadOS on the affected devices, and if so, did anything change?

Thanks for the updates!!!

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Answer 11

Jan 21, 2022 2:33 AM in response to k_p95

Yes, I even set it up with 3 brand new iPads in an Apple store with them being updated by Apple Genius's on their Mac. As soon as we enabled Family sharing the issue came back.

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Bugs with Screen Time restrictions on content shared with family members

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