iOS 12 update - significant connection problems

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  • Updated 2 weeks ago
I just updated to iOS 12 and I can't connect to anything using the device. Not email, not via CE browser, nothing. The only way I'm seeing traffic flowing is through notifications which appear, but then upon touching them, the app loads, but doesn't connect to the server. (Email for example: I get a "new message" notification, touch the message, and the app loads. However, the messages never load within the app, and no network traffic appears to be moving.)

The VPN box isn't visible, and I've tried turning the VPN on manually. I've already restarted the device.
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Steel

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Posted 2 weeks ago

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tekFranz

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Uninstall and reinstall the App?
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Steel

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Locked w/ code by accountability partner...
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Annelise, Official Rep

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Hello Steel,

Thanks for your post and I apologize for the difficulties you've been experiencing. From the sounds of it the VPN setting is not configured to be using Covenant Eyes, thus putting the apps in a state of limbo. This could be due to the OS update and our app experiencing a conflict.

When you open the Covenant Eyes application do you receive a message alerting you that something is wrong? Typically if one of the iOS services that we request user's to enable is disabled there is a message that will pop up when the CE browser is opened. 

If you're not receiving a message you might be able to try re-signing in by using our 'Switch User' feature within our app to see if then you get an error message.

However, if you are still unable to get that message that will prompt you back through re-configuring the VPN setting, the only other solution I can provide is an uninstall and a reinstall. I know you had said earlier that this capability is locked by your Accountability Partner, but we unfortunately have no other way of manually configuring the VPN to Covenant Eyes. 

I apologize for any inconvenience this is causing you and if you have any other questions please feel free to contact our Customer Service at 877.479.1119. We're available Monday-Friday 8am-11:45pm EST and Saturday 10am-5:45pm EST.

Best regards,
Annelise


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Steel

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Annelise, I couldn't get any error or diagnostic info via the CE browser/app. I didn't try sign-out/sign-in, but I'll try to keep that in mind next time. I had to get in touch with a Filter Guardian with codes and uninstall before things started working again.

It's definitely a difficult challenge that you guys are trying to crack, and I appreciate that. Could you recommend to your product/engineering team that the app track power-on/power-off events, and if there is a power-on event and no traffic within a certain very long amount of time (4 hours?) that the app checks for VPN connection, and if none is active, a (disable-able) push notification is sent to the user *that has the option within the push message* to initiate a full app re-configuration? ... That way, if there is a bad-loop situation like I had, a user can reconfigure the app from the bottom-up, which would then re-enable/re-install the VPN configuration, and allow network traffic again. Another option could also be to suggest *directly in the push notification* that the user initiate a sign-out/sign-in procedure, in the event that would solve the issue. (It's great that you can suggest that here, but if a user has enacted safe-browsing patterns to restrict themselves from any connectivity that is not CE-monitored, then they could be out of luck and unable to reach this forum to ask for help. I understand that "call the CE support line" is always a "good idea", but if it's after-hours, then a user really is out of luck with those restrictions in place.)
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tekFranz

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@Steel has a great idea. Some of our devices lost the VPN after the upgrade to IOS 12.1 and there was no continual notification of an issue. It would have been great to be prompted that the VPN was not active via a Push Notification. Also inactive VPN might be a good thing to show in the Accountability emails?