Start a new topic

No access in play time

Hi My son was trying to use his iPad yesterday within the play time schedule but had no access. I did a quick change to play time, and it all stared working even though it was already play time. Any idea what might be happening here? Thanks Tim

Hi Tim,

Just to clarify;
The user was already in Play time, you did a quick change to Play time, and the service was working as normal? This is very abnormal and something we will need to look into further.


Could you please specify for what user this was, what device and at what time this happened?


Roze

Hi Rose Thanks for your speedy reply. Yes, that’s what’s happening. The user is Ethan and he’s using an iPad with the mobile zone app. It would have happened around 5:15pm yesterday. Thanks!

Hi Tim,

The only thing I can see blocked is Facebook and Instagram, which is correct as per the settings you have set for a Childrens profile.


If its a connectivity issue, this would be different. Were the pages timing out and not loading?

Roze

I have insta allowed. He also plays clash of clans and that was down as well. After changing to play time all was well again.

Hi Tim,

To do more in-depth troubleshooting, it would be best to do this in real time over the phone.


Could you please schedule a call back through our contact us page?

Roze

My son cannot access internet - google or any school work sites either- it keeps saying proxy server has blocked it. I have checked the settings. He needs this access. He has wifi 3 bars. Help!!!

I had a related problem. When my daughter asked for access to safari when the phone was in either sleep or study mode, I would receive the alert and give permission for 60mins, but nothing would change. We waited up to 30 mins, but still nothing. Even when my daughter’s phone was in play mode, and should have been able to access google, it kept coming up as blocked (just the basic google.com page). I have just deleted the app from her phone.

Hi Vandana,

I can see we resolved this for you in a ticket and that it's all working.


Regards,

Katie B
CSR

Hi Samantha,


I can currently only see 2 female, non parent users on your account, IH and AH. Both are currently guests and therefore your settings changes wouldn't effect their devices fully.  If you would like to have us troubleshoot this further I think it my be best done over the phone. Can you please use the Contact Us page on our website to schedule a call at a time that suits you when you will have the devices to test?


Regards,

Katie B

CSR

Login to post a comment