No internet after waking from Sleep

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  • Problem
  • Updated 1 year ago
After waking my PC up from Sleep, my internet connection no longer works.  This is slightly different from the few other posts I've seen with this similar issue.  In those, it looks like CE would actually crash, but mine says it's still running.  I'm using version 7.2.41.  I'm not sure what version I had before, but this just started when I was alerted to an update maybe 2 weeks ago or so.  Please let me know of any other info you might need to help with the issue.
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Lee

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Posted 1 year ago

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Jeff Leatherman

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I've been having the same issue with the latest upgrade of CE.  I return to my computer, and the CE icon in my tasktray is grayed out w/ a red slash through it, indicating I am signed off.  But when I try to sign back in, nothing happens.  I end up having to reboot the computer, and CE automatically signs me in like always.  It is frustrating.
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Lee

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I think my main difference is that is still shows that it's signed in.  Nothing seems to crash.  Well, except today when I got home, I woke it up (just to see what would happen), and an error from CE popped up, and it asked me if I wanted to save a diagnostic file, which I did.  I guess I could post it here, but this is the first time I've noticed it do that.
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Shawn Pillsbury, Official Rep

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Hi Lee,

Thanks for reporting this issue.  Could you do me a favor and contact Covenant Eyes' Customer Support?  Mention that you have a diagnostics file.  It will help our development team investigate the issue.  

You can reach our Support team at 877.479.1119. 

Thanks! 

Shawn Pillsbury 
Covenant Eyes 
Product Development Manager 
shawn.pillsbury@covenanteyes.com
(Edited)
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Lee

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Hi Shawn, do they have an email address I can contact them at?  And would you believe that it seems to be working okay now?  I've put it to sleep a number of times, and the internet stays on after waking, so yay for that.  

But, I'm having a different problem now, though I'm not sure if it's related.  My Steam client will not let me log in.  I get an error saying my password or login name is wrong.  I can still login on their website, so I know the info is correct.  I just wonder if it's possible to tell if CE is blocking it from logging in? I don't get a pop-up saying a site was blocked, like I used to.  In fact, I don't recall seeing any of those pop-ups lately (the ones in the lower right corner).  If I still need to contact customer support, I can do that.  I was just hoping to avoid the phone if possible.  Thanks.

Lee
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Shawn Pillsbury, Official Rep

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Hi Lee,

Good to hear you're not having the issue you mentioned previously.  In the future, if you do need to contact support their address is support@covenanteyes.com.  

For the Steam issue, I would suggest that you call support.  We recently released a beta version of our software that resolved an issue with Stream.  I'm not sure if it's the same as the issue you described, but if you call support they can confirm and give you a link to the beta version.  

Thanks,
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Lee

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Well, turns out it wasn't fixed after all.  Tried sleeping it later in the day, came back and no internet.  So, I'm not really sure what's going on.  I will give them a call to see if there's anything they can do.  Thanks for the help.

Lee
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BarneyFifeFan

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I've been having this problem for months. It happens sporadically upon waking the computer from sleep. The icon stays blue and acts as if you were logged in, but there's no way to access the internet. It takes manually restarting covenanteyes.exe and covenanteyeshelper.exe (or utilizing the restart utility in the CE Program Files folder) to get web access functioning again.

I'm running Windows 10, latest updates, and the latest version of CE.
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Lee

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I'm working with customer support right now.  I'm hoping they come up with something.  They had me uninstall CE, and I didn't have any problems after that.  But, it was only for a couple days, and this problem isn't very consistent, like you mentioned.  

I never thought to manually restart those processes.  I would just reset the PC.  Maybe doing your steps will at least save me a couple minutes from having to restart.
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Jeff Leatherman

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I'm experiencing the same problem.  End up having to restart the computer, and then everything is fine.
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TheKneeland

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Same exact problem here. Windows 10 CE v.7.21.41. Icon says I'm logged in but no internet. I usually just restart too. Looking forward to seeing a fix for this at some point.
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ddhensler

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Same problem as other described here. Using Windows 10 CE v.7.21.41. This issue has been ongoing for 3+ months now, even with previous versions. Hoping for a fix soon. I will also add that I have never received an error message. The internet just doesn't work. Only a reboot or service restart will fix it. There were also a few times that reboot didn't help and had to do a second reboot immediately with the second one fixing it. 
(Edited)
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Shawn Pillsbury, Official Rep

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I'm sorry you all have run into this issue. Want to let you know that we are investigating this issue. I'll let you know when we have a fix.

Thanks for your patience.

Shawn Pillsbury
Covenant Eyes
Product Development Manager
shawn.pillsbury@covenanteyes.com
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Shawn Pillsbury, Official Rep

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I brought this issue up in our Windows team meeting this morning. When this issue was first reported our Quality Team tried, but was unable to recreate the issue. Recreating the issue is a key step in finding a solution.

So, would anyone be willing to contact our Tier 2 Customer Support Rep to help us investigate this issue? Customer Support will help you enable error logging. Then, next time this issue occurs, you can send the log to Customer Support. The log file will have key information our developers need to investigate this issue.

If you are interested in helping us, please call 877.479.1119 and ask to speak with a Tier 2 Customer Support Rep (CSR). Explain that you are calling about the "No Internet after waking from Sleep" issue. All of the CSRs are aware of this issue.

Thanks in advance!

Shawn Pillsbury
Covenant Eyes
Product Development Manager
shawn.pillsbury@covenanteyes.com
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BarneyFifeFan

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I don't have time to work through that today, but if no one has contacted by tomorrow, let me know and I'll call in.
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Shawn Pillsbury, Official Rep

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Hi BarneyFifeFan,

We didn't hear from anyone on this issue, so if you have time, please contact our Customer Support. They'll explain what you can do to help us investigate. Call 877.479.1119 and ask to speak with a Tier 2 Customer Support Rep (CSR).

Thanks!

Shawn Pillsbury
Covenant Eyes
Product Development Manager
shawn.pillsbury@covenanteyes.com
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Rev. Luke A Shootingstar

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Did anyone find a fix for this issue yet, Shawn?
I have been having it for a long time also.
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ddhensler

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I called about this yesterday and talked with Kristen. I've also emailed my log files back to you today so you should have quite a bit of information for me.
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Rev. Luke A Shootingstar

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Did anyone ever create a fix for this issue yet?
I am having this problem also.
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Lee

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I haven't heard anything.  I was in touch with customer service, sending them logs and whatnot, and I don't think they did anything, but it seemed to kinda fix itself for a little while, but about 3-4 weeks ago, it started up again, and nearly every time I put my PC to sleep, it loses the connection.

For whoever is reading this, would it help for me to talk to someone again?
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Rev. Luke A Shootingstar

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Yes, I am trying to click "refresh CE" and waiting a minute
to see if it helps.  Seems to be working for me so far.
I brought this to Shawn Pillsbury's attention above also.
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Shawn Pillsbury

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This is on my radar.  I'll reply to this post when I get an update from the Dev team. Thanks for your patience. 
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TheKneeland

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I'm still having this issue too. I created a shortcut for "RestartCE" in my taskbar. It's the fastest way to fix it.
I've also told my computer to stop going to sleep... Now I don't have to fix it. I'd prefer to let my computer sleep though, we all get cranky on little sleep ;-)
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ddhensler

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To give you an update, I downloaded Beta version 7.3.8 from a link from CE Support and it fixed this issue for me. No problems with the Sleep issue since the Beta install.
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Lee

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A month or so ago, I reformatted my PC and reinstalled Windows 10.  I stopped having this issue up until last week.  But it's slightly different now.  Instead of losing my connection immediately after waking from sleep, I can browse as normal for maybe 10-20 minutes, after which I lose my connection.  I don't get any warning, but websites just stop loading.  The CE icon does not show that it is disconnected.  I did as TheKneeland mentioned above, and put a RestartCE shortcut on my desktop.  After I run that, I get my connection back, which tells me that it's a CE problem.

I'll be glad to submit any logs you guys might need.
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Robert B, Official Rep

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Lee,

Thanks for offering to help! Email me at robert.b@covenanteyes.com for instructions for collecting the logs we are interested in.

Robert
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Nathan Spear

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I have this problem too. Usually I can just sign out of windows and sign in again, but today I cannot get anything to happen. It's supremely frustrating, I can't even generate an uninstall code to reinstall covenant eyes. Any progress on fixing this issue?
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Robert B, Official Rep

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Nathan,
Thanks for posting and I apologize for the frustration.
What you described doesn't precisely fit this Sleep issue, so there may be something else causing your connection problems. Let me encourage you to call our Customer Service Team at 877-479-1119. They take calls until 11:45 PM EST (Mon. - Fri.) and will be able to efficiently troubleshoot your situation.
Thanks again for posting, we look forward to resolving the problem!
Robert