CE "has not been online for 20 hours" (possible IPv6 issue)

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  • Problem
  • Updated 2 years ago
I have been using Covenant Eyes on a laptop for travel, it was an LTE wireless card in it, so when I am out, I often do not connect to WiFi. After a full day, I get the message that Covenant Eyes "has not been online", and I am signed out.

Worse, I cannot fix it without an uninstall. I cannot sign-in (internet access is disabled by CE), and I cannot use WiFi (since while traveling, most WiFi is a hotspot that requires user interaction)

Guessing, I think this may be related to IPv6 vs IPv4 connections. I noticed that the LTE uses IPv6, if Covenant Eyes is reliant on IPv4, that might be why it says "it has been offline" and forces the sign-out.

Every time I uninstall, it raises questions, and is a big problem -- in the middle of a meeting and I cannot get ANY internet to work of any kind. I hope this helps.

Thank you
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singmajesty

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Posted 2 years ago

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Samantha, Employee

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Hello Singmajesty,
        Thanks for the post! Since Covenant Eyes disables internet access until you're signed in and WiFi hotspot networks tend to do the same, this is a common setback when travelling, especially if you let your laptop go to sleep rather than completely powering down and if your Covenant Eyes is set to automatically sign in. If you are using at least version 5.2.106 of Covenant Eyes (you can find the version number by right clicking on the eyeball icon in your system tray and choosing "about covenant eyes"), there is a built in fix that does not require uninstalling the software.  It does require a code that you need to call in to acquire, however.  Our phone number is 877-479-1119 and we are here until midnight EST tonight and would be happy to help!

Samantha
(Edited)
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singmajesty

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Sorry for the delay,

Are you recommending that this is caused by system sleep, not by the connection type, and that you recommend hibernating instead? Is there a way to detect sleep to avoid this behavior?
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Samantha, Employee

  • 148 Posts
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Hi Singmajesty,
    Both the system sleep and the connection type (as in, a wifi hotspot versus personal wifi) can cause this issue.  It is more common for the issue to be a public wifi hotspot not allowing you to connect until you sign their Terms and Conditions page while Covenant Eyes also prevents you from connecting until you sign into the software than your system going into sleep, however, when you are at a hotspot experiencing the issue, letting your system go into sleep mode can cause the issue to arise after it's been fixed. In general, Covenant Eyes works best when you sign out of the software if you're not online rather than just shutting the laptop cover and allowing the system to sleep. There isn't a way to avoid this.

I hope that helps!

Samantha