My emailed report shows no activity

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  • Updated 4 years ago

If I go to my CE account I can see all my activity in the detailed browsing report but the report that is emailed to me shows no activity.  I'm not aware of any actions that I have taken that would make yesterday any different than any other day in the recent past.  I have never experienced this problem in the 2 years I have had CE installed.

Any thoughts?

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Ted

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Posted 4 years ago

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Ted

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By the way, my version number is 5.0.4.280 on Windows 8.1.  I'll install the latest version tomorrow and that may solve the problem.  Also, my post above contains an error.  Neither the emailed report nor the detailed browsing log for yesterday shows any activity.
(Edited)
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Ted

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So I upgraded to 6.0.16 and it appears my problem is solved. 
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Samantha, Alum

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Hi Ted,
    I apologize for the late response! I'm glad your issue resolved. Based on your version number, I expect you were having a conflict with your Antivirus software and Covenant Eyes.  With 5.0.4.280, the software was often flagged and quarantined by many different Antiviruses, causing varying ranging complications with the functionality to Covenant Eyes.  Most of the time, these can be avoided by configuring the Antivirus to ignore Covenant Eyes.  6.0.16 doesn't get flagged like previous versions do, however, if you experience this issue again or just want to configure your Antivirus to avoid any potential complications, please feel free to give us a call at 877-479-1119 and we would be happy to help! Or, if you're familiar enough with your Antivirus and configuring it to exclude software, the files you need to exclude are:
CovenantEyes.exe
CovenantEyesHelper.exe
CovenantEyesProxy.exe
CovenantEyesCommService.exe

Hope that helps!
Samantha
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Ted

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Thanks for the clarification.  I'll know what to do if I experience this problem in the future.
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Ted

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To Samantha...

Today's report again shows no activity for yesterday.  This is the first time this has recurred since I upgraded to the latest version of CE software.  So I configured Windows Defender to exclude the 4 files you listed.  I shut down and restarted. 

I did some usual browsing but still nothing is showing up in today's browsing logs.  I'm not sure if there is a time lag between browsing and the recording of the browsing log, but if not I'm stumped.

I think I'm still covered because I was not able to access a youtube video as usual.

(Edited)
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Heather, Alum

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Hi Ted,

You should be able to see activity fairly quickly, especially if you're on a busy site like cnn.com or bbc.com. Those sites push a lot of URLs through and should show up pretty quickly. However, some have experienced lag.
I see you posted about half an hour ago. If you still see nothing on the report after 60 minutes, I would suggest calling our department so we can see if a conflict is occurring between something on your PC and our software.

You can reach us at 877-479-1119. We are here today until midnight Eastern time.

Regards,

Heather
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Ted

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As suggested I called for help today.  Here is the advice I received:

Download and run a program such as Adwcleaner.  Uninstall and re-install CE software.

My accountability partner was unavailable so I was not able to get an uninstall code.  So first I created a restore point.  Then I downloaded Adwcleaner, disabled Windows Defender, ran Adwcleaner, cleaned everything it found (all under Folders and Registry tabs), restarted the computer and re-enabled Windows Defender.

I then checked my detailed browsing logs and all of my missing details from the last day and a half are now visible.  This is very mysterious to me.  The details were obviously collected by CE but were not reported to me.  I looked for the detailed browsing logs several times and they reported no activity.  Now the detailed logs show the activity.

It makes me wonder if this was a CE problem or a problem with my computer.

(Edited)
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Samantha, Alum

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Hi Ted,
    I can only postulate based on what you've said, but it is entirely possible that CE, even though it stored the logs from your internet browsing, did not send them to our server. Multiple things can delay this sending of information to our servers for the report, including high network activity.  The maximum time limit within which the logs can be sent and considered "normal" is about 24 hours, so it sounds like this happened within the normal time frame.  The Covenant Eyes software has certain fail-safes in place that protect these logs during high network activity when they can't be sent to the server. I would guess that something you were doing on your computer or something about the network you were on triggered this mode and prevented the transfer of the logs, but when you did the restore it reverted back to its original state. Either way, I think you would've gotten those logs eventually.  I wouldn't be concerned about the state of your computer or the functionality of your Covenant Eyes software, however, if you have residual concerns about your computer's health, I would take it in to a computer store to be checked out. If you choose to take it to a computer store, you want to uninstall Covenant Eyes first. 

Hope that helps!
Samantha
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Ted

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Ok, thanks.  I think the computer is functioning correctly and I'm not aware of anything unusual in the last week that would contribute to this problem.  I expect that the problem is now solved and I appreciate the help you and others have provided.
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Samantha, Alum

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Absolutely, we are here to help! If you ever run into this issue where it's taking more than 24 hours to transmit logs, definitely let us know. Other than that, I think you're OK!

Samantha
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Heather, Alum

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You're welcomed, Ted. I do hope this all gets ironed out. Like Samantha said, don't hesitate to give our CSRs a call if you think it's still not reporting correctly. We want you to be getting the most out of our software!

Heather