Covenant Eyes can't log in after connecting at a hotspot

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  • Problem
  • Updated 8 years ago
  • Solved
For the past several months, I've noticed that I have problems with Covenant Eyes when using wireless hotspots (Starbucks, McDonald's, etc.). I am able to log into the hotspot without a problem, and access the Internet, but Covenant Eyes isn't able to log in. This provides a loophole to surf the web without filtering or monitoring for some period of time (maybe 5 minutes), but then Covenant Eyes seems to shut down the Internet connection, and every program that tries to access the Internet gets frozen and won't respond. Sometimes Covenant Eyes gives an error about "Unexpected error occurred while connecting to the Covenant Eyes servers," but at other times it just is super-slow.

It seems like it usually starts working after about 20-30 minutes if I keep trying, and sometimes logging off of Windows and back on - or restarting the computer - will solve the problem, but not always. It's gotten to the point where it seems to happen every time I go to a hotspot now, so it's a major annoyance.

Asus UL30VT laptop
Windows 7 SP1 64-bit
Covenant Eyes
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Posted 8 years ago

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Chad, Alum

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Hi Jeff, I apologize that you are experiencing this issue at hotspots. This type of problem is very difficult to troubleshoot via this forum or through email, so, if possible it would be easiest if you could call our Customer Service Team toll-free at 877-479-1119 and we would be happy to help you figure this one out.

If you are unable to call us please give me a little more information about how you are using Covenant Eyes:
1. Do you have Covenant Eyes configured to log in automatically? If you do, turning that feature off will often improve performance at hotspots.
2. Which browser are you using when this happens? Does the problem persist if you use a different browser?
3. This sounds as if it may be a firewall or antivirus conflict; what security programs do you have installed on your computer?

Thanks Jeff, we'll help you get this issue resolved.

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I seem to have found a resolution on this. There were two details I left out of my original post:
1. This happened when I was resuming my computer from sleep, after having it connected to the Internet at a different location.
2. I had configured Windows to automatically connect to the attwifi wireless network that is used at McDonald's and Starbucks.

The first suggestion above put me on the right track, and I configured Windows to not connect to attwifi automatically. This seems to have resolved the issue.

This suggests that what was going on was that Windows was automatically connecting to attwifi in the hotspot as soon as it resumed from sleep. By the time I logged on and was able to complete the hotspot login, other running programs had already tried to connect to the Internet multiple times and gotten redirected to the login page. Apparently this traffic somehow put CE into a stuck state so that even restarting CE (or Windows) would not permit the CE login to finish.

To answer the questions above just for reference,
1. Yes, I have CE configured to login automatically, and this seems to not be a problem now that the automatic connection to the hotspot wifi is turned off.
2. All browsers (and other Internet connected programs, like Outlook) had the same issue.
3. The only security software I have installed is MS Security Essentials and the firewall that's built into Windows 7.