Android applications not able to connect to their servers while CE is active

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  • Updated 3 months ago
In August of this year, I updated to the Screen Accountablility and Filtering options on my Android smartphone; however, since the most recent update from the Google Play Store (September 12, 2019), I have lost function of numerous apps on my phone.  This includes several mobile banking apps, fitness tracker apps, Amazon app, Microsoft Onenote app, ability to open links directly from gmail app or google search app.  On most of these apps, I get an error message saying that the app cannot contact it's server.  On the rest of the apps, it just tries to load the app for an extended period of time before saying it cannot connect.  In browsing through the reviews on the Google Play store, I see that I am not the only person have such functionality problems since the latest update.

I have uninstalled and reinstalled the CE app and also several of the apps that I am having issues with to make sure this wasn't related to just the apps themselves.  But when CE is uninstalled, all of the affected apps work fine.  I also have many issues with CE having a problem and closing, sometimes without even giving an error message.  I have called the CE support and my issue was forwarded on to someone higher up than the initial customer service rep.  I have also emailed the CE logs via the "Report an Issue" feature in the app.  No response other than an acknowledgement that it was received.
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jaguer005

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Posted 3 months ago

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Robert B, Official Rep

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jaguer005,

Thanks for reaching out; I'm sorry that CE for AndroidTM is not working well for you.

I apologize if these questions are repeats, but I need to ask.

- What data network are you on?
- Does the issue occur on both data and wifi?
- When Covenant Eyes was uninstalled, did you reboot the phone?

I can confirm that the logs have been received and that the initial customer service rep got the ball rolling. I do not know when the Developer Team will be able to dig into the logs.

As I looked over the account, I noticed that a BLU device is being used. We don't see that one very often. I mention that because it might contain some features/nuances that we haven't encountered. It's part of the blessing/curse that comes with the Android territory; manufacturers can customize the operating system.

In either case, if we are able to determine a next step, a member of our Customer Service Team will reach out to you.

Robert

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jaguer005

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- What data network are you on?
AT&T

- Does the issue occur on both data and wifi?
Yes, issues occur on data and wifi.

- When Covenant Eyes was uninstalled, did you reboot the phone?
Yes, after uninstallation and after reinstallation.

I have also installed Malwarebytes to check for malicious items that may have caused this problem, but the scans have come up clean.

I have used unlocked BLU devices for years, with CE on all of the devices and have not had this issue until the screen accountability switch. I've checked all the other stuff.  Battery optimization, conflicting programs, not force closing CE, etc.
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Robert B, Official Rep

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Thx for answering those questions, jaguer005.

I forgot to ask about Filtering: have you tried removing that from your username to see if the connection issues change at all?

Other than that, from my limited perspective, it looks like the basics have been covered. It seems like there is another factor at work here. If I hear something from the Developers, I'll post here or contact you by email.