Device names are sometimes different on reports

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  • Updated 2 months ago
On any given day I will receive a report with two possible outcomes for an iphone 8 plus user.  The first report is what I expect, with screenshots and the correct name of the device being monitored.  Or, I may receive a report with no screenshots and a different name for the same device.  Why is that?
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Posted 2 months ago

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Dan M, Official Rep

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Hello Rhonda.
Normally we can see some variance in what an iPhone identifies itself as to our software. However, generally speaking this normally should not affect the actual content of the report. Generally, screenshots are taken within the Covenant Eyes browser app, while browser activity that happens in other browsers on the phone will show on the report under Mobile Background Data without a screenshot. I have seen both of these instances before but not usually linked like they seem to be in your case. I might recommend that you give our Customer Service Department a call just so they can more accurately troubleshoot with you. 

Thank you.