Constantly disconnected from internet

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  • Problem
  • Updated 4 months ago
Hello,
I've been experiencing some problems with connectivity while using CE. There are times where CE will say I'm logged in and everything is alright, then my internet will just go out suddenly and new browser pages say there is a proxy issue.

I've tried refreshing the application, but the only way for my internet to come back is to restart the computer. I've tried logging out of my account and logging back in to restart it, but that doesn't work either. 

This is a problem I've experienced last year while using CE from time to time and coming back to the program, I've already had to restart my computer twice for connectivity issues within a 2 hour period of reinstalling it.
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LukeChen64

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  • frustrated

Posted 4 months ago

  • 2
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Mark Donovan, Quality Assurance Analyst

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Hello,

That issue sounds very similar to a bug we used to see in older versions of Covenant Eyes, although I could be wrong. Please tell me, what version of Covenant Eyes are you using and are you a filter user?
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LukeChen64

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I'll probably call customer service in the next few days. I'm still getting intermittent DC as of today. On my browsers, I constantly see "Establishing secure connection" on the bottom bar whenever I try to access a website during these DCs, my dropbox connection is cut, but if I'm playing on online game, I don't disconnect from that, surprisingly but I get some heavy lag spikes. 

As for uninstalling, I actually had a major problem with that. Even using the uninstallation code, CE wouldn't move forward with the uninstall.  I had to manually delete CE from my hard drive and use task manager to end the proxy task while simultaneously deleting it off of my F:/ program files drive (if I didnt delete it fast enough, it would reappear on my task manager). 
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Mark Donovan, Quality Assurance Analyst

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Wait a moment. F:\ program files...are you installing the Covenant Eyes software to an external hard drive? I've encountered a few customers that tried to do that without success. I've never personally seen our software working properly on anything other than the C:\ drive, although it's been long enough since I've seen that issue that I can't recall the inherent complications from memory.

Additionally, the uninstall failures have been happening to pre-7.2.68 versions of Covenant Eyes for a variety of reasons, the most common being the deletion of an important file after a Windows update. Let me ask another quick question: if you navigate to either C:\Windows\System32\config\systemprofile\AppData\Local\ or F:\Windows\System32\config\systemprofile\AppData\Local\, you should see a CovenantEyesProxy folder, with a CovenantEyesProxy.ini file in it. Tell me, what is the size of that file? Is it 77 KB or is it any other size?
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LukeChen64

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Sorry, my mistake. I normally install all programs onto my external harddrive and assumed that CE was also installed there, but upon checking it's currently installed on the C drive (I'm assuming it was like that last year too). 

I double checked for the covenanteyesproxy.ini file this time and it shows it's 77.6 kb
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LukeChen64

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Hi Mark,
I just wanted to give you a heads up that I called customer service and they did some remote changes to some malware settings on my computer and it seems like my browser speed has improved dramatically. I'll keep you posted or call again if the disconnect issue reappears, but for now it appears to be solved. 

Thank you for your help!
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Mark Donovan, Quality Assurance Analyst

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Fantastic! I'm glad they were able to help you out.