video on educational site

  • 1
  • Problem
  • Updated 4 months ago
My son uses an educational site for school. Covenant Eyes is blocking the instructional videos on their website. I have him set for adult level. How can I fix this, since I do not have the Allowed List anymore (which I am not happy about!)?
Photo of Susan Hagen

Susan Hagen

  • 1 Post
  • 0 Reply Likes
  • Frustrated

Posted 4 months ago

  • 1
Photo of Robert B

Robert B, Official Rep

  • 503 Posts
  • 47 Reply Likes
Susan,

Thanks for reaching out. I agree with you, what you're describing doesn't make sense. It feels like there is another factor in the equation. Let me suggest three things:

1) Make sure he has the latest version of Covenant Eyes for his device.
2) Check his Custom Block List in case a URL related to the videos got on it. If it is, remove it.
3) Contact our Customer Support Team at 877.479.1119 for immediate assistance. They are available from 8 am to 11:45 pm (EST) on weekdays and anyone on the team would be glad to help you.

If you'd rather continue the dialogue here, that's fine too. If so, please answer the following questions:

1) What device is this happening on?
2) What version of Covenant Eyes is on the device?
3) Does the device have another filtering program? (sometimes two filters will end up fighting each other, instead of helping/overlapping each other, and the consumer experiences connection issues)
4) Does the device have an antivirus program?

We look forward to helping get things back on track,

Robert B