Covenant Eyes Disrupting Netflix

CE Member
Certain shows (nothing questionable) will disappear on my Netflix account. On my Android (Pixel 7 Pro and Note 10 Plus before) I get an error from Netflix "You seem to be using a VPN or proxy. Please turn off any of these services and try again. For more help, visit netflix.com/proxy. Now this is only while on WIFI. If I switch to data (Spectrum Mobile and Verizon before it) I don't get that error and the shows reappear. The worst part is that when I get this error on my phone it Netflix blocks the same shows on my Chromecast, Roku, laptop and PC. I bought a new Netgear router XR1000 (not a cheap Walmart router) to replace my 4 year old XR500 (also not a cheap router), I removed CE from all my devices and everything worked for a week. Less than 2 days after I reinstalled CE everything started being disrupted again. There is no special settings on the router, I set the router up as basic as possible to test my theory that Netflix is reacting to CE on my phone which is causing the disruption on my account. Any idea how to fix this?

Comments

4 comments

Date Votes
  • Comment author
    Danielle

    Hello Steven,

    Thanks for your question and I'm sorry to hear about your issue. That sounds frustrating. For the sake of clarity does this happen on any and every device on your network? Including devices that Covenant Eyes can't be installed on? I ask because you mentioned Chromecast and Roku - which we aren't able to be installed on. I will say that older versions of Android™ would indeed conflict with apps like Netflix and you couldn't watch Netflix while Covenant Eyes was installed and functioning properly. However, if your Android has an operating system of 12 or newer then Netflix should be usable while Covenant Eyes® is installed.

    It is also very interesting that this issue seems to only happen while on wifi and not when using data. Traditionally, with older operating systems this issue would have been consistent across both wifi and data. Do you know who your internet service provider is and whether or not their wifi and/or router comes with any advanced protection defaulted on. If so that would explain why the issue happens on wifi only.

    Also be aware that, while I am more than happy to continue working with you here on the forum, if you should wish to resolve this faster I might also recommend calling in to our Member Care Department or chatting with us in real time on our website. Our team can be reached at 989-720-8000.

    Thanks again and I hope you have a great rest of your day.

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  • Comment author
    Lewis Loo

    I have the exact same issue and I am on v13 of the android operating system. Has there been any resolution found?

    1
  • Comment author
    Ethan Hansen
    • Edited

    I'm having this issue as well. I'm able to download the app but when I launch it would stays in the logo screen and not move forward, and sometimes I'll get the error message saying netflix device failure 501.-172. All other apps like Disney+, YouTube, and Twitch worked fine. I'm using a Samsung Android tablet with version 14.

    Also, I've taken steps like restarting the tablet, unplugging my wifi router for 30 seconds, and plugging it back in. Nothing worked so far. The only thing I haven't tried is taking off Covenant Eyes but I don't want to.

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  • Comment author
    Daniel

    Hello Ethan,

    Thanks for your comment. I'm sorry to hear that you are experiencing a connection issue with Netflix. That sounds frustrating. Do you know if this issue happens on both wifi and data, or just wifi? I looked up the Netflix error code that you provided and the recommendations from Netflix are to first turn your device off and then back on, restart your home network, improve your wifi signal, restore your default connection settings, and if all of those don't won't they offer a place to contact them. Now based on what you've shared it sounds like you've already done some of these things. 

    I will let you know that when Covenant Eyes is installed on an Android device and the filter is enabled we do alter the DNS used to connect to the internet. However, usually if there is a connection issue it is network wide - meaning most or all of those streaming services that you listed would not be working or connecting properly. But in this instance they all are with the exception of Netflix. By default we shouldn't be stopping a Netflix connection. Folks use Netflix with us installed every day without an issue. My only other recommendations would be to first make sure that both Netflix and Covenant Eyes are up to date on your device and then to test it perhaps have your filter turned off on an account level. Basically use Covenant Eyes for Screen Accountability but turn the filtering portion of the service off - at least temporarily for testing purposes to see if doing so allows Netflix to connect without issue on your device. 

    If, after all of that, the issue is still persisting then I would recommend giving us a call so we can troubleshoot the issue for you. Our Member Care Team can be reached online via chat or by calling 989-720-8000. Thanks again for letting us know and have a great rest of your day. 

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