We monitor devices on our network to ensure they are working correctly and that the users are protected.  If we’ve not seen a device on our network for over two weeks we let you know.  It may be legitimate or there may be a problem.  If you don’t know that the device isn’t being used, we recommend you check the device as soon as possible.

Things to know

Devices: This alert relates to iOS (Apple) and Android smart devices and Windows, Mac and Chromebook laptops with an active Family Zone service.

Email Notification (requires email address): Yes

Push Notification (requires Zone Manager installed): Yes

Alarms: Yes, in the device details screen and the user dashboard for whom the device is associated with.  The alarm will no longer show when we detect traffic on our network.

Disable Notifications: N/A

Mute Notifications: Yes.

To Do: Yes. To dos will have to be manually closed when the device generates traffic again.

Red Flag: Yes. A device not seen in 14 days red flag is logged.

Consequences: No

Eligible customers: This alert applies to customers with active Insights and Premium subscriptions.

Exclusions: Devices that are connected to a Family Zone box but do not have an active family Zone Service.

Why did I get this alert?

We haven't seen any tracked usage from this device by any user in the last 14 days. This may be legitimate however it may mean that possibly filtering has been disabled.

What do I need to do when I get this alert?

Simply use the device when Family Zone protection is running or on our Home Network. By doing this we’ll detect the traffic and remove this alert in a few minutes.

If the alert doesn’t disappear, on the device go to the webpage, http://home.tools.  This page will confirm if the device is being protected.

If the device is not being protected then you need to install / reinstall the Family Zone app onto the device. 

TIP: Read our help guides to find out How to: reinstate Family Zone on iOS (Apple), Android, Mac, Windows or Chromebook devices.

How do I check Family Zone is working correctly?

Grab the device and go to http://home.tools in the web browser.  You should see a page saying that the device is filtered or monitored.  If the page says the device isn’t filtered or monitored then you should restore the Family Zone app.

TIP: Read our help guides to find out How to: check filtering is working on iOS (Apple), Android, Mac, Windows or Chromebook devices.

How can I fix Family Zone filtering?

You’ll need to make sure that the Family Zone app is installed correctly and registered.

TIP: Read our help guides to find out How to: reinstate Family Zone on iOS (Apple), Android, Mac, Windows or Chromebook devices.

Alternatively you can contact our support team for help.

I don’t have that device anymore. What can we do?

You should cancel the Family Zone service for that device.

TIP: Read our help guide to find out How to: remove devices from your account.

Why does the alert keep coming up after I’ve ignored it?

We resend the alerts every 14 days if there is no open To do and still no usage for that device.  To stop the notifications you’ll either need to generate traffic on the device or mute the notifications.

The device isn’t being used at the moment, how can I stop the notifications coming through?

You can mute device not seen notifications for 1, 2 or 4 weeks of forever.  You can unmute the device at any time through your online account.

TIP: Read our help guides to find out How to: mute device not seen in 14 days notifications and How to: un-mute To do notifications.