Covenant Eyes iOS browser VERY slow

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  • Updated 2 months ago
I've been using CE for YEARS on all of my devices. For the past 6 months the CE browser is becoming almost unusable it's so slow. Every single time I open it it chugs along and finally opens a page. I can't open any page in under 30 seconds...most times it crashes then re-launches. It's brutally painful. Anyone else been experiencing this? I've re-installed it and no luck. Phone is super fast other than that with no other issues.
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Justin Zinck

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Posted 4 months ago

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Robert B, Official Rep

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Justin,

Thanks for using CE for years and for reaching out. I appreciate your description of what's happening and I've already reported your experience. We haven't seen too many of those, but if we don't hear about them and we don't report them, then our team won't know what issues need to be addressed. So, your post is helpful.

I do have some suggestions.
  1. Try switching the network your phone is connected to. Example - if it happens while you're on wifi, switch to a data connection, or vice versa. See if that clears things up.
  2. While you did do the uninstall/reinstall thing (which fixes a lot of things on iPhones!), I would add an additional step to that - reboot the phone before reinstalling.
  3. Make sure you do have the latest version. As of today (8/14/19), that's version 5.3.0.
  4. If it continues, please use the in-app option to "Contact Us". Then select "Report an Issue";  doing so will bring up your email and automatically attach diagnostic logs. (I'll put a few pics of that process down below.)
If I receive additional info about this issue, I'll post it here. Thanks again for reporting your issue,

Robert B







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Mike

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Thanks for replying Robert. 
I do have a quick question for you that somewhat relates to this.
Are their any new system wide solutions in development for IOS?
Slowing development for system wide accountability via the VPN and pushing people back into the browser again for the Screen Accountability seems like a step backwards. The browser is their weakest link and browsers as a whole are what mobile users are moving away from. My kids school, my work, even my gym all require separate apps that have internet access. I could be very wrong, (Lol, I often am) unless people start using their phones differently I don't see the new IOS strategy working out well long term.
(Edited)
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Robert B, Official Rep

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Mike,

Thanks for asking. The short answer is no. Let me explain.

Back when it arrived, the device-wide coverage of the VPN was a game changer. We were able to monitor much more than we did beforehand, and we did it while complying with Apple's guidelines for apps, But, when complying to those same guidelines with our new technology, we can only provide Screen Accountability inside our app; and we use the guideline-compliant VPN for all other apps.

We have had some interesting ideas and suggestions about to use Screen Accountability inside other apps, but they would've broken the guidelines. And doing that can get an app kicked out of the App Store. So, even thought it's long shot, we're keeping an eye out for a change in the guidelines 

How it works out in the long term remains to be seen.But, at this time, interestingly enough, we have more weekly logins from iOS devices than from any of the other major operating systems.

Thanks for asking, I appreciate your interest!

Robert
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Mike

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Thanks Robert.
I do appreciate the attempt. IOS is "walled garden" for sure. I am not surprised that most pings are from IOS devices. Even in our office (depending on the department) people are choosing iPads over classic computers as their next work device. I think it's ok to just say, "IOS just has some loopholes that can't be fixed at the time and that's the way it is." We can adapt on our end. That's what relational accountability is for. Again, I do appreciate you all!
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Tom Park

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I do want to echo that the browser has been very slow to the point of unusable on my iPad Air. I use internet accountability as I felt that the screen accountability showed too few pictures. Only recently has it been working better. I have been contemplating switching to the Microsoft surface pro as the IOS system is too slow.
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Robert B, Official Rep

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Tom,

Thanks for speaking up!

Did you happen to notice if the slow-down occurred under consistent circumstances (was there a common thread to when/where it happened?) or if it was random?

I appreciate your feedback,

Robert
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Tom Park

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Correction, I have the iPad Air 2. I was using the beta version of covenant eyes as well as the beta version of IOS 13. It got better once I switched to the office version of covenant eyes and the most recent IOS 13 beta release. Prior to that, it was practically unusable on my ipad. Thankfully my phone is faster so I thought I would have to switch to microsoft. Presently it is doing better but I still prefer using my laptop over my ipad for internet browsing.
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Robert B, Official Rep

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Thanks for the update, I'm glad things smoothed out for you. That information also helps make sense of what you were experiencing.

While we are preparing for and testing for iOS 13, official compatibility won't exist until iOS 13 is out of beta. At that point the CE app will be able to receive it's final updates for being compatible with the production version of iOS 13.

I appreciate you being an early-adopter! But, if you run into the slow browsing issue again, your best option will be to roll back to iOS 12.4 until iOS 13 is out of beta and CE is officially compatible with iOS 13.

Thanks again for the update!
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Jason Detwiler

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I have also been a covenant eyes user for years now and in general, very happy with the software until lately. It is so incredibly slow on my iPhone 8 that I can hardly use it. I will be trying to type in the google search bar and I’m hitting keys on the keyboard but it’s so slow that nothing is even happening in The search bar until a few seconds later. Then when I try to hit send on what I am searching It often crashes. I saw in one of the upper posts that you can uninstall and then reinstall come and eyes. Does that mean just uninstalling the app and then reinstalling the app?
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Dan M, Official Rep

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Hi Jason. 
Thanks for your comment. First of all, I'm sorry to hear about the issues your device is experiencing. Secondly, yes you can uninstall and reinstall to try to clear out issues. To parrot what Robert said earlier in this discussion I will recommend that you reboot the phone after uninstalling and before reinstalling. Additionally, if the issue persists I would encourage you to call in to our Customer Service Department so that our representatives can do more in depth troubleshooting with you. 

Thank you again. 

Dan
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Fishtacular

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I concur with the above. The CE browser is slow and has compatibility problems with some websites. The only difference I know of In not using the CE browser is the false reporting of sites not visited, but merely accessed, when using a different browser. Example, a google search result with snippets from Reddit will get reported even if the Reddit is about guitar setup. If you’re annoyed with the CE browser, you can use Safari, but be prepared to explain some false reporting to your accountability partner.
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Robert B, Official Rep

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Thanks for reporting on the slowness.

I'm curious about three things: 
  • Has your phone had a recent iOS update?
  • Did you uninstall/reinstall the app?
  • If so, did that change things at all?
Whether or not you answer those, I'll relay your report. Thanks again for chiming in!

Robert
(Edited)
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Fishtacular

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I updated just yesterday to the newest iOS 12.4 and haven’t had time to fully evaluate whether it’s still slow. It was not slow all the time, which is odd. But when it was slow, it was ridiculously slow, and I gave up and switched browsers. It’s a shame it defaults to Safari from clicking any link, like in email. I tried to fix that with no luck. I’m using Safari right now because of it.
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Robert B, Official Rep

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Alright, thanks. Have you noticed if the network source makes a difference - data is slower than wifi, or vice versa?
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Matt Berry

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I too have noticed horrible page load speeds and frequent timeouts. I have suspicions that your VPN server/appliance on your end isn't sized appropriately or hasn't been tuned. Pushing everyone's traffic through a VPN requires a large pipe on your end. Have your tech people looked into that?

I have reinstalled, rebooted, etc. and the problem remains. Unfortunately, I need to have CE installed on my devices. So right now my only option is an unusable browser.At least it provides protection though I lose almost all my functionality.
(Edited)
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Chance

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For everyone who is having a slow browser experience on iOS, do you have the filter in addition to the accountability?
(Edited)
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Robert B, Official Rep

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UPDATE:

More reports about slow browsing in the CE app have been coming in and we've been investigating the issue. One of our developers picked some "low hanging fruit" and saw an improvement in speed. It was something good, but not good enough to start shouting about. Why? Because, while going after the simple stuff, we discovered that deeper, additional work needs to be done in order to really fix this issue.

So, for now, the work is active and in progress! Part of what got the ball rollin' is each of you speaking up and giving us feedback. Thank you! I'll post again when we have something you can try out for yourself.

Robert
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Jason Comeau

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Thanks for the reply! I resonate with Matt on this. Seems CE on iOS 13 needs an update soon. 
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Matt Berry

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Thanks guys. Would love to have visibility into how soon we could expect changes. I just added CE to my iPad Pro again. As soon as the VPN configuration was applied I instantly had speed issues Photos loading very slowly on Facebook. Websites timing out. Sometimes it seems like I fix the issue by disconnecting the VPN, which forces a reconnect. 
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Doug McGregor

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I'm having the same issue on an iPhone 7 running iOS 13.