I have been receiving an email for the last month saying 'Device activity missing'

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  • Updated 6 months ago
  • (Edited)
I have been receiving an email for the last month saying 'Device activity missing' yet it's still installed on the devices. What's going on?
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Deanne Otto Demers

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Posted 7 months ago

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Robert B, Official Rep

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Deanne,

Thanks for asking. It means that the Covenant Eyes (CE) servers are not receiving any signals from the Username connected to that Accountability Report.

When I sign in with my Username, the CE app/program will send a check-in signal to the servers. If the servers don't get a signal from my Username during the reporting period, then the report for that period will say that Device Activity is Missing for my Username.

What seems to happen quite often is that Person A helps Person B install the app, and Person A stays signed in on Person B's device. So Person B's Username is not sending a signal, and gets a Device Activity Missing report.

If this reply doesn't make sense, please say so or call our Customer Service Team at 989-720-8000.

Have a great day!

Robert
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Michelle Shanefelt

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So how do you fix this? I've been getting the same email. Plus last week my son got a new phone so how do I get it on his new phone? 
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Robert B, Official Rep

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Michelle,

Start by making sure that Covenant Eyes® is installed. If the software is not installed, it can't read any activity.

[To put Covenant Eyes® on your son's phone, go to the app store on his phone and search for Covenant Eyes®. Downloading and installing it won't take very long. *Be sure to sign in with your son's username.]

If it is installed, then make sure that the right person is signed in. If you're not sure how to check that, then please call us at 989-720-8000.

If it is installed and the right person is signed in, then please call us. It could be a technical issue that needs to be taken care of.

Thank you for using the forum!

Robert
(Edited)