Upgrading problems with CE 3.0.2

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  • Updated 4 months ago
I just used the upgrade button to put CE 3.0.2 on my Mac running 10.11.6.  Now, I cannot run CE.  The icon is greyed out, and when I attempt to click the sign in option, the icon disappears and I cannot go any further.  I did not have any problems with 2.9 (the last version I had on this computer).  Further, now I am having connectivity problems to websites like my bank, that I did not have before.  Any suggestions?
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Mike Hansen

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Posted 5 months ago

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Annelise, Official Rep

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Hello Mike,

Thank you for your post and I apologize for the difficulties you've been experiencing. We have had a few other users contact us with a similar set of symptoms such as yours. Our Mac developers are aware of this and at this time the short term solution would be uninstalling version 3.0.2 and re-installing the version you were previously running, which can be found on our website. 

I would encourage you, at your earliest convenience, to contact our Customer Service so we could get diagnostics from your computer and version 3.0.2 to pass along to our developers. These diagnostics would be very helpful for them in identifying the issue and developing a solution.

Our Customer Service team can be reached at 877.479.1119 and we are available Monday-Friday 8am-11:45pm EST and Saturday 10am-5:45pm EST

Best regards,
Annelise
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David Rodriguez

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I am using 3.0.2 on OSx 10.14.4 (Mojave) CE does not sign in automatically on start up, if signed out all internet browsing is not filtered at all, also my Mac does not appear as active on my list of devices in the report section 
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Robert B, Official Rep

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David,

There might be a few things going on here. Let's focus on the first item because you're right about that - CE does have an option for automatic sign in. If that's not working, something's up.

Things you can do on your own:
 1 - Upgrade to 3.0.3. and see if the problem shows up again.
 2 - Run Malwarebytes (the free version is fine) to check for viruses since those might affect logins and startup priorities. Granted, viruses aren't as common on Macs, but this step is still worth taking, just to be sure.
 3 - Open up SystemPreferences>Users&Groups. Click the user and the user's Login Items tab. Make sure CE  is not listed in the Login Items. If it is, the Mac would be trying to start CE twice, and that could lead to some odd behavior.

Getting the auto sign in back on track should address the filtering issue and make the Mac appear on the report.

If you'd like to connect with live assistance, then please call Customer Support at 877-479-1119.

Robert
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David Rodriguez

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Im running 3.0.3 sorry, not .0.2... problem is current with 3.0.3 in mojave 
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Robert B, Official Rep

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David,

Thanks for the update! No need to apologize.

 It'll be faster to work through things over the phone at 877-479-1119, but I know that the phone isn't an option for everyone. So I have a few questions:
  1. Did you run Malwarebytes? If so, did it find anything?
  2. Did you check things in System Preferences > Users & Groups > Login Items?
  3. Did this goofiness at start up happen when you first installed Covenant Eyes, or sometime later, like a few days or weeks?
  4. Are you using Internet Accountability or Screen AccountabilityTM?
Looking forward to helping,

Robert