Why can’t I see expected activity in Usage?

This could be because:

• No Data: If there is no activity on your account you wont get a report. Ensure you have active services such as Mobile Zone. Search for “How to: Install Mobile Zone”.

• No Tracking: You may have switched tracking off for your users (User Settings menu).

• Caching: Are services typically only capture usage of a particular internet address for a particular User once during a time period. For example, if your child accesses facebook.com during Play time, we’ll record this once and apply your rules during that time period. We will check again when they’re time period changes eg to Study Time or Sleep Time.

Actions to resolve:

• Check any devices that your children are using to make sure they are being filtered

• Open a browser on the device and go to a website that your child is unlikely to have gone to

• Check to make sure that tracking is turned on for the user

I know my child is looking at apps like Instagram but I can’t see any usage

Many social media, streaming media and gaming applications use IP addresses (182.50.132.242) rather than URLs (www.cats.com) in order to speed up the accessing the data.  By default we hide these from view in Usage in order to simplify what you are looking at.

Actions to resolve:

• View usage as you normally would however when looking at the details of the usage select the option to Show all traffic

My child’s being blocked from stuff that they should have access to

There are a number of reasons why your child may be being blocked. This could include:

• Access Time period: Your child may be in a restricted time period such as Sleep Time or School Time.

• School Managed Access: Your child’s policies may be being managed by the School at that time.

• Category Error: Possibly our systems has mis-assigned a Website Category.

• Restrictive policy: Possibly your default Control settings are too or more restrictive than you’d like.

• Mixed content: Possibly the site contains content that is adult and therefore block it completely.

Actions to resolve:

• Check any devices that your children are using to make sure they are being filtered

• Make updates to the Internet filtering rules to block the category for the website your child is accessing

• Add a custom rule for the website they are accessing

TIP: Read our Content Filtering feature guide for more information on how internet filtering works.

My issue still isn’t resolved, what do I do next?

For more information you can read our Usage feature guide.  It has a number of FAQs and links to how to guides that may help you with what you need to do.

Alternatively you can contact our support team for help.  

Please ensure that you include the following information in your request:

• Account email

• Child’s name

• Devices impacted

• Time of issue

• Description of the issue