So many things no longer working

  • 1
  • Problem
  • Updated 5 months ago
Longtime user here. I'm having a significant problem with our phones. On my android, if I Google something, I can see the results. However, if I click to read a Google results article, it won't connect. If I am within an app and click a link to connect to something outside of the app, it will not work. All of this has occurred since the last update. Being the account holder and account manager, I am easily able to uninstall CE on my phone to resolve the problem. I have discovered that I have to leave CE completely off of my phone in order to successfully do internet searches. Also occurring now, my daughter's Pinterest app will not pull up on her iPhone since the update (but works fine on her iPad). I tested my theory and uninstalled CE on her iPhone. Sure enough, Pinterest works perfectly. I tried reinstalling CE, but now her Pinterest no longer connects (SSL error). So I told her that I would report it and she would be without Pinterest on her phone for the time being. My family has experienced minor bugs with the CE app on our phones in the past, but nothing quite this severe. Please correct this as soon as possible so that we may use your services as intended and our devices properly.
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Marsha Clark

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Posted 5 months ago

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Robert B, Official Rep

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Marsha, 

Thanks for reaching out. Because there are several possible scenarios going on here, let me encourage you to call Customer Support at 877.479.1119. The team is available until 11:45 pm (EST), Monday - Friday. They are also available for a few hours on Saturdays. A member of the team will work with you to get each device and/or username back on track.

Regarding the block of Pinterest: did you check you daughter's Custom Block list? If, at some point in the past, Pinterest was added to the old "Blocked Sites" list, it would've remained on the list, unless it was deleted. So, when the Custom Block list for Screen AccountabilityTM was rolled out a few weeks ago, Pinterest was automatically transferred to the Custom Block list. If that's the case, her Filter Guardian can easily remove Pinterest from the Custom Block list. At that point, your daughter can refresh the Covenant Eyes app and she should be able to get back to Pinterest.

Again, because there seems to be a variety of issues, I'll encourage you to call Customer Support for the fastest assistance.

Robert B
(Edited)
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Marsha Clark

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Thank you, Robert! The issue of previous "blocked lists" was the solution! I was quickly and easily able to correct this problem. Thank you for your helpful response!