"no internet access" false warning

  • 2
  • Problem
  • Updated 3 weeks ago
Hi,
Love the software, BTW. We use it on Windows, Android, and iPhone.
Earlier this year when I applied the 7.2.68 update to Windows, I immediately saw that my wifi adaptor started indicating "no internet access". This wasn't a big deal because I did have internet access. However, I recently I've noticed that some of my applications aren't being updated. For example MS Office 365 wasn't detecting my subscription. It looks like this is because it thinks that an internet connection isn't available. I've uninstalled and reinstalled 7.2.81, but I'm still experiencing the problem. Has anyone else seen this?
Photo of Scott Glass

Scott Glass

  • 3 Posts
  • 0 Reply Likes

Posted 1 year ago

  • 2
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Hi Scott,

A couple of bug reports have trickled in describing similar symptoms to yours: a computer's wifi adapter shows no internet connection when the computer is actually online, and MS Office programs won't autosave. I'm betting your issue is related. Right now I'm not sure what is happening and am looking to investigate. I will keep you posted, but until a developer assesses the situation I can't offer a timeframe for an update. I may ask you for information for our developers, but I'd like them to check out the two existing logs that we have for the issue and see if anything more is required.

Thank you for posting! I'll be in touch when we have any new developments.
Photo of MattSarah Peterson

MattSarah Peterson

  • 2 Posts
  • 0 Reply Likes
I am having the same issue as well....
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
@MattSarah Peterson, are you also on Covenant Eyes version 7.2.81?
Photo of MattSarah Peterson

MattSarah Peterson

  • 2 Posts
  • 0 Reply Likes
No, version 7.2.68
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Thank you, that's good to know.
Photo of Jim Logan

Jim Logan

  • 1 Post
  • 0 Reply Likes
I have this issue on all of my computers I've installed CE on.  There is the little yellow warning triangle over the network icon and when you mouse over it, it says 'no internet access', yet internet works fine.  I too had trouble with office 365 no auto-updating and wondered if it was that.

Any update on this?
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Unfortunately, no. An initial glance doesn't give us anything to go off of as to why this is occurring, and I have thus far been unable to replicate the issue in-house to get a more in-depth look. I know that sounds like excuses, but thus far it's been a fairly rare issue and other more widespread client errors have taken priority over it.

All of your computers have it, though? Are they all on the same network, or are some of them laptops and do they experience the error on other networks?
(Edited)
Photo of Scott Glass

Scott Glass

  • 3 Posts
  • 0 Reply Likes
One quick update. I connected my laptop to a wired connection and my applications were able to detect an internet connection. Interestingly enough, when I unplugged and went back to wifi, my adapter showed an internet connection until I rebooted. This was with 7.2.93.
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Interesting...so there might be a specific network peculiarity that our software is mishandling...that's helpful information for recreation steps. If I might ask you, Scott, one of the first things that I can think of that has been a source of pain for our software is ipv6 connections. If you have your ipv6 adapter enabled when you see this message, can you try disabling it temporarily when you see that issue and let me know if that seems to get the message to go away?

If you would like to try this and need help in disabling your ipv6 adapter, feel free to respond to this thread or use this help article to assist in disabling it: https://support.nordvpn.com/#/Connectivity/Windows/1047410402/How-to-disable-IPv6-on-Windows.htm

Note that even if it resolves your issue, I would not recommend leaving your ipv6 adapter disabled-you would be better off re-enabling it even in such a scenario.
Photo of Scott Glass

Scott Glass

  • 3 Posts
  • 0 Reply Likes
I disabled the IP v6 adapter, but still no joy. :(
I noticed today that one of my kids' laptop doesn't have this problem. It has the same major version of Windows 10 (1803), but the kids have a slightly later minor version (17134.191 vs 17134.81). My Windows Update isn't selecting me for that target group, so I'm manually applying it. I'll provide an update if that changes.
Photo of Elijah McPhail

Elijah McPhail

  • 3 Posts
  • 0 Reply Likes
I have the same issue. I have tried multiple fixes and they work -- only until I sign back in to CE after a reboot. then the "No Internet Access" sign immediately reappears. This is a problem because Microsoft Store won't let me install any apps. It keeps saying "You'll Need Internet For This" and giving me an error code. Microsoft programs like Office 365 have the same problem.
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Hello Elijah...I can no longer recall if my developers made any headway on this issue or not. I do know that very few of our customers ever saw this issue.

Can you tell me what version of Covenant Eyes you have installed? I can check our internal release notes and see if perhaps there's a fix I've forgotten about that that isn't present on your version.
Photo of Elijah McPhail

Elijah McPhail

  • 3 Posts
  • 0 Reply Likes
I have version 8.0.79 for Windows 7+
(Edited)
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Ah, that would be the latest version (outside of our beta, which has not addressed this issue). Alright, so this issue is unaddressed as yet...but that is the first time I've seen a customer list a Microsoft error, which is something more to go off of!

Is this a personal or work computer, by the way? And what version of Windows is installed on your machine?
Photo of Elijah McPhail

Elijah McPhail

  • 3 Posts
  • 0 Reply Likes
Personal computer. I have Windows 10 Home version 1903. Thanks for trying to help. I just got the issue fixed. I called Covenant Eyes Support. What I understand is that my internet provider has filters or DNS settings that conflict with the CE. CE Support re-installed CE with Accountability but without the filters. This solved my problem.
(Edited)
Photo of Mark Donovan

Mark Donovan, Quality Assurance Analyst

  • 70 Posts
  • 5 Reply Likes
Great! I'm glad they were able to help you.