Google Chrome isnt able to connect to the internet.

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  • Updated 5 years ago
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All of a sudden, Google Chrome isnt able to connect to the internet. All of my other browers are working fine. Is this related to covenant eyes?
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Alex

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Posted 5 years ago

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Patrick Smith, Alum

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Hi, Alex.
Thanks for posting, and sorry for the headache. Yes and no is the answer to your question. Clear as mud, huh? Alaina, one of our UX Practitioners, posted here about this topic earlier today.  

Chrome pushed an update today that is not compatible with CE version 4.5.3 and earlier for Windows. The solution is to uninstall 4.5.3 and install the latest version of CE for Windows.

Covenant Eyes 4.5.3 for Windows is from October 2012 if I remember correctly. We've added some good really good report clarity features since then, so this will likely be a good thing anyway. That said, I won't deny the momentary annoyance of this snag!

You can get an uninstall code to remove 4.5.3 [if your username has uninstalling privileges, otherwise, you'll have to ask your admin to get one for you] here. Once you've uninstalled, you can go here to install the latest version of CE for Windows. 

I hope that's helpful. Please check in with us if you get a minute so that we know these steps were helpful. Thanks!
Patrick
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snelson

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Was it helpful? Yes and No. At least I know what the problem is. We are a google shop so a LOT of our people use chrome. Having to update everyone for something simple like a chrome update is not helpful and is causing us a lot of work.
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John, Official Rep

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Hey Snelson,

We appreciate your frustration, we really do. It is worth reiterating that the version of Covenant Eyes that is incompatible with Chrome is more than 2 years old. In software development time that is a really substantial amount of time.  (which i suspect you probably know coming from working in a Google shop) Technologies that we are using the the current version of the software were not even available when the older one you are currently using was deployed. 

Furthermore if you do elect to upgrade to the new version, you will then be able to resume auto updates in the future, instead of having to uninstall and re-install. We literally switched out the engine on our software to a newer and better one. Essentially this is a one time manual upgrade that will allow numerous automatic ones in the future. 

Thanks for bearing with us as we continue to try and deliver the best product possible. We are excited for you guys to experience our hard work and numerous improvements that we have made over the past couple years. 

Thanks 
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snelson

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Thank you for the info on the newer version. We did have a user on the newest version that experienced the same problem. An uninstall and reinstall of the same version resolved the issue.
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Jody Sauer

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How do I go about doing it to 15 different computers?  Can people do it themselves or should the IT person (which we outsource) do it?

thanks!

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Alaina

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It depends on how you're set up. Do you know which version you are currently running? Also, do you have specific usernames for each person or computer?
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Jordan Schmidt

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I too am having issues with Chrome. It will not work. I understand I need to upgrade CE, but when I did that a few weeks back this caused my logmein.com program to not work for remote services. I called CE support and the solution was to not upgrade CE to the latest version and instead continue using the old version so that logmein continued to work. So now I have to make the choice between chrome or logmein... This is not going to work for me team....
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John, Official Rep

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I heard some reports yesterday about a Chrome patch that had it working with our older version of Covenant Eyes again. (Chrome kinda broke it in the first place so I was personally hopeful that they would fix it, seeing as the conflicts were not just limited to Covenant Eyes) Lemme check with our CSR team and see if anyone has had success since yesterday
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Anthony Falzone

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This would have been helpful in knowing. I never received any notification from CE that THIS is why my Chrome stopped working... Communication guys.
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Patrick Smith, Alum

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Anthony, I am genuinely sorry for the inconvenience. We had a robust debate in house as to how to proceed on this one, and decided that the best all-around option was to post here and on the phone queue about it, but not to email. Our rationale follows:

First, I'm not sure that the burden of responsibility here rests with us. Chrome pushed an auto-update with such little notice that most weren't aware Chrome updated. Subsequently, Chrome stopped working.

The bottom line is that Chrome pushed an update that was incompatible with a decent amount of software. According to their development forums, they already have "canary builds" to rectify it. There's no immediate notice as to how far out they are from Beta or production.

When we send a technical email to 50,000+ users--only some of whom experienced this issue--it causes an unmanageable influx of Customer Service calls. In sensitivity to our customers and our Customer Service staff, we are really judicious about sending mass technical emails.

Those factors coalesced to inform the path we chose. Those are tough calls--the ones that inevitably leave someone feeling jilted. I give you my word that we went rounds to try to make the decision that best served the broadest range of customers. I completely respect, though, that you feel a little hung out to dry, and I am sorry.

Could we have taken a middle ground that served you better? We're certainly willing to adapt our tactics moving forward to best serve you (all), and if you have thoughts, we want to hear them. Thanks for posting.
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Anthony Falzone

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I understand the possible windfall of customer service calls inundating a small business ( I should know because I waited for at least 45 minutes to speak to one of your reps by phone and it took another 25 minutes to fix the problem), but it should have been addressed with us, your customers, regardless of who's initial fault it was as soon as you guys realized the problem. Thats just good business integrity guys. I've been pulling what hair I have left out trying to figure out what in the world has been going on for around 2 weeks now. After searching anf searching, I finally saw on a Google forum which directed me to finally call you guys. I'm an online student, I work 2 full time jobs away from home, and have all of my family out of state aside from my wife and kids at home. Needless to say, this was more than an inconvenience for me. Next time (I pray there isn't one), send us SOMETHING to say:

"Some of you may be experiencing [such and such]. Even though this is an outside issue, it may have affected you, our customers. We have a solution and this is how you should proceed if you are in fact having issues with [such and such]. [Place solution here]"

Thats just good customer service. You guys have a great product. Unfortunately, this whole instance muddied the water for me in how you guys handled it. So take this opportunity from here on out to do better.
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Anthony Falzone

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Btw, the Canary Chrome didn't fix it either. Hopefully Google can get their act together soon...
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Jared Burkeen, Software Engineer

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Jordan, can you give us a little more information on your problems with LogMeIn?
Specifically, what LogMeIn software are you using and what version of Windows?
We have  conducted some internal testing with CE 5.1.1.2 with LogMeIn Pro remote access and have no problem remoting into other PCs. Thanks for the info in advance, we would love to resolve this issue for you.
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Tim Engler

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Is an uninstall and reinstall the only way to fix it? Covenant Eyes says that is up to date when I check for updates, but chrome still doesn't work.

Also, firefox crashes every couple of minutes too, but I'm not sure that's a conflict with covenant eyes.

But Uplay doesn't work, and through my dealings with their tech support they narrowed it down to a conflict with CE as well.

Thanks
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Tim Engler

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I've just checked and I have CE 4.5.3 which isn't the newest version(?), so why is it saying it's up to date?
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John, Official Rep

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Yeah, I know that is confusing, sorry.

4.5.3 is the 2 year old version of Covenant Eyes. Since then we have gutted the entire program and replaced the internals to make it faster/more stable/more capable. Which is AWESOME by the way. 

However because of the dramatic changes, 4.5.3 is not compatible with the 5.x.x series of Covenant Eyes versions, so you cannot do an automatic upgrade. So the check for updates option is not actually working properly in that version, hence the invalid message.

I really want to fix this, but I have been told that it is extremely difficult. We will see tho.

Thanks for your understanding
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Jordan Schmidt

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Jared,

I am using Logmein Pro (I assume it is part of their 4.1 package) and I operate on Windows 7 Professional
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Jared Burkeen, Software Engineer

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Thanks for the info Jordan. We just released a new beta version today 5.1.5.36. Would you be willing to upgrade and see if that resolves your issue?
Thank you for your patience Jordan!
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