Can't log in to univerity email

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  • Problem
  • Updated 1 year ago
I have an issue where I can't log in to my university email account on any machine with covenant eyes installed.  I can log in with no issues on my partner's laptop but for obvious reasons I don't always have the opportunity to do that.

The account is a .edu account but is powered through google mail so you log into it just like you would a normal gmail account.  I can log in to my personal gmail account without any issues but not the edu account.  I have had this issue since November 2016 and have contacted CE support 4 times on the issue but they have never been able to provide a solution.  They keep asking me to have the administrator add sites to the exception list but none of that works.  Neither can the school's IT department figure it out.  

At this point I am desperate to figure out a solution to this issue.  Does anyone else have any idea what might be causing this or how to fix it?  I am pretty tired of CE not offering a solution and am very close to cancelling my account.  Thanks.  
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Travis

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Posted 1 year ago

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Annelise, Official Rep

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Hello Travis,

Thank you for your post and I sincerely apologize for the issues you've been experiencing with accessing your school's email and the fact that you have not received a resolution from us.

This is a known issue and I can offer you two solutions. If you would like to email me at annelise.h@covenanteyes.com we can either set up a time that I can walk you through these steps on the phone or provide you with email directions, whatever works best for you. I look forward to hearing from you soon!

Best regards,
Annelise
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Travis

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So checking back in on this because the solutions didn't solve anything and I am still having the same issue.  I just ignored it for a while, then even went with another filtering software for a few months but have returned because the accountability piece is better than any alternative.  

But... I still can't check my school email on my laptop.  I'm using the most recent version now (and yes have even still tried the beta version) and it's still not resolved so just wanted to bring this back to your attention.  Thanks for any help you can give me.  
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Annelise, Official Rep

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Hello Travis,

Thank you for the follow up and apologize for the issues you're continuing to experience. You are correct in that our current released version does not have a fix for school emails that redirect to gmail. However, looking back at our email correspondence, I was able to send you instructions for installing an older version of our software that will resolve this issue while our developers address this within our current versions. Unfortunately from looking at your account I don't see that it was ever successfully installed. I'm going to go ahead and send those directions again to save you a search through your emails.

If you need any assistance or have any further questions please feel free to contact our Customer Service at 877.479.1119.



Best regards,
Annelise
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Clay Myers

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I don't want to piggyback off of Travis' question but I am having the same problem on my desktop. I m unable to access my student email or the site they use for our classes (canvas). Beyond that I have had other issues with various programs across my computer including many crashing. I had to resort to not installing Covenant Eyes on my laptop and I would rather have it than not.
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Robert B, Official Rep

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Clay,

Thanks for using the forum; it's here as a way to serve people using Covenant Eyes.

Because the problems you described extend beyond the student email issue, let me encourage you to call the Customer Service team at 877-479-1119. A member of that team will be able to cover all the bases and make sure things are set up for your success. Since today is Saturday, I'll mention that they are taking calls from 10 am (EST) until 5:45 pm (EST). During the week they are available from 8 am (EST) to 11:45 pm (EST). Covenant Eyes is closed on Sundays.

Thanks again for using the forum,

Robert