New version of Covenant Eyes, problem with DNS and university network

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  • Updated 2 months ago
Since I upgraded Covenant Eyes to the screen accountability version, it is not possible to use the internet of my university (or any other that is using Eduroam). The computer connects to the WiFi, and indicates that a connection with internet is made. However, when I try to open a web page, I get the following message: DNS_probe_finished_bad_config.
The only solution at the moment was to unistall CE, but I want to find a proper solution. Any idea's?
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Jeroen

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Posted 2 months ago

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Andy Robinson, Official Rep

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Hello Jeroen,

Thank you for reaching out. I’m sorry that you’re unable to use the internet at your university with Covenant Eyes installed.

It sounds like there might be an issue with the Covenant Eyes filter and the university’s network. Our filter with Screen Accountability uses custom DNS settings and it’s possible that the university already has blocking on the network or their own custom DNS settings.

What I'd like to do is test this with our filter turned off. The administrator on the account can remove that for you. Once the filter has been removed, you will need to refresh Covenant Eyes on your devices for the changes to take effect. Then try to connect to the university’s network.

If that allows you to connect to the network, then it was most likely our filter causing the issue. If you’re still unable to connect, I would suggest calling Customer Support at 877.479.1119 and we can help troubleshoot this.

Thank you,

Andy
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Granville Bender

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Good Day

I have the same issue whereby my client is unable to access their company network as well as the Internet while CE is installed on his machine.

Once CE is removed, connection is restored to their company network.

Would it be possible to provide me with your DNS so that I can allow it on the client's Firewall?.

Regards
Granville
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Andy Robinson, Official Rep

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Hello Granville,

I'm sorry that you're experiencing a similar issue.

I'm going to email you a list of our DNS numbers and also our IP addresses so that your Firewall can be configured. I will also include the Covenant Eyes files that can be added as exclusions to the antivirus so that it can be configured as well.

Andy
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clayton crellin

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I am having the exact same issue with my university. My IT department told me to change my DNS to find automatically. once I did this I believe that CE changes it back immediately. This is also causing me to randomly disconnect from my home wifi as well.
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Andy Robinson, Official Rep

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Hello Clayton,

Thanks for reaching out to us. I apologize that you're having the same issue at your university.

There are two things we could do here. The first one would be to remove filtering and test it. It seems that your university may have their own custom DNS settings as well, which would interfere with our filter DNS settings.

The other thing we could try, if your IT department is willing, would be to configure the network to allow our DNS settings. I can email you our DNS numbers and IP addresses which you can send to your IT department.

Thank you,

Andy
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Jeroen

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Hi all, it was indeed the filter that caused the connection problem. In the mean time I've been in touch with the Covenant Eyes customer service. I've sent them some diagnostics of the problem and I hope that this will solve the problem in the future for all users. I have no further updates now.