Start a new topic

VPN keeps disconnecting

My son has the app installed on his iPhone 6 and the VPN keeps disconnecting and hes then got to hit reconnect numerous times before it reconnects only to disconnect again a few minutes later. As u can imagine this is quite frustrating. Is there any way to fix this ?

3 people have this problem

Having this same problem as well. The iPhone doesn’t connect to wifi then which is very frustrating.
Yep it certainly is. My son only has Apple products so im not sure if its an apple issue or the app
I’ve had to delete the app from my daughter’s iPhone so she can actually use it. Any feedback on fixing this issue?

Hi Leanne,


With this issue I would recommend uninstalling the app, restarting the device and then reinstalling the app. Giving it a clean slate can do absolute wonders. If this doesn't work please give us a call on 1300 398 326. We are also open from 6am to 8pm AWST 7 days .


Kind Regards,

Tiara


Hi Tanya,


With this issue, I would recommend the same steps as above. If this does not work please contact us with the above contact information so we can troubleshoot this more thoroughly.


Kind Regards,

Tiara

Thanks Tiara just wondering though is there a certsin way of doing this as I thought if I try uninstalling the app on my son's phone is wouldnt allow it ?

Hi Leanne,


Yes, there is, you need to go to your portal, select the device you will be installing and then clicking on 'cancel Mobile Zone app service'. It will then be fine to uninstall without consequences. 


Kind Regards,

Tiara

Hi there, my son has an Apple Iphone 5S.  We had issues with the VPN not connecting on his phone.  I have uninstalled the mobile zone app on his phone and re-installed it, however the VPN keeps trying to connect, and he doesn't have access to the internet (and the apps that I have allowed him to have).  This is also after we have turned off his phone numerous times and turned back on.

Interesting that he was able to connect to internet and use these apps at his friends house tonight.

I have now changed the settings in Family Zone to cancel filtering for studying and play times for now, however, this defeats the purpose.  What do I do to address the VPN issue?

Kind regards

Colleen


Hi Colleen,


Can I ask if he is on the latest version of the Software for iPhone?

If he is not on the latest update, can you

  • uninstall Mobile Zon
  • update to the latest software
  • turn your modem off and on again
  • then reinstall the app

Let me know if this resolves the issue or if further investigating is required.


Thanks,

Katie B

We have been having the same issue constantly on both an iPhone 5 and iPhone 8. When my son goes to play Pokemon Go or Minecraft Live which he has no problems with at home, the mobile zone is constantly trying the connect to the VPN and all browsing is slow or doesn’t load. It is so frustrating!!! I end up deleting mobile zone on the device, which is a complete waste of the purpose for having it. I feel like family zone is becoming more of a hindrance than a help when on a mobile phone!!!!

Hi Nicole,


To troubleshoot this, we may need some more information.


Is the VPN disconnecting when using cellular data or other wifi networks?


Does the connection remain disconnected for long periods of time/ are you unable to access the internet for long periods of time?


 As some general troubleshooting, you can do the following:


  • Check VPN profile is installed (settings > general > VPN > Family Zone)
  • Ensure there are no other VPN profiles besides Family Zone installed or connected
  • Check VPN settings to see if the VPN is connecting to trying to connect (settings > general > VPN)
  • Ensure Connect on Demand is enabled (settings > general > VPN > Family Zone > Connect on Demand)
  • Ensure you are not connected to a registered Safe Network (aka the Home Zone box)
  • Check your childs profile against when their phone should be in play mode. It could be that they are in sleep mode
  • Restart the iPhone
  • Uninstall and re-install the Mobile Zone app


If none of this works or if the issues are still occurring, feel free to contact us on 1300 398 326 and we can try fixing the issue over the phone


Thanks,

Garreth

I have the same issue on my daughter iPhone 6. She is running the latest OS. We have recently wiped her phone and re-installed everything and gine through your steps above and nothing seems to be working. I have to remove family zone from her phone for her to be qble to use it. I might as well just use the iPhone screen time setting by itself.

Hi Melissa,


I have noticed that there are quite a few red flags for the Mobile Zone VPN being tampered with. 

It may help to activate the consequences feature which will lock your children out of their apps for 60 minutes if they tamper with Mobile Zone.


This can be activated by:

  • Logging into the portal
  • Settings > Age profile controls
  • Select your child's age profile from the first drop down
  • Select Alerts and consequences from the second drop down


I have also noticed that all devices with Mobile Zone installed have permissions that have been either violated or are pending approval.

I would recommend fixing these permissions, activating the consequences feature and monitoring the devices to see if the issue persists. 


To allow pending Mobile Zone permissions you will need to:

  • Open the Mobile Zone app
  • Tap the red bar at the top of the screen
  • Tap on each permission to allow it.


Regards,

Terence C



 

Login to post a comment