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37 comments
UPDATE 4/14/23 -
Apple approved version 6.2.4. We just released it to the App Store.
Over the next hour, it should propagate to all of their servers. In other words, it could show up in your App Store app right away, but it might not.
-RB
Hi folks,
Thank you for posting, and my apologies for the connections issue.
When version 6.2.3 of our iOS app was rolled out to our members, there were few, if any, bug reports. However, as the slow rollout continued, we started to get reports similar to those described here. We investigated. Some of the under-the-hood VPN work in version 6.2.3, that had passed internal testing and Apple review, was not working right in the real world. So, a new build/version was created.
Version 6.2.4 was submitted to Apple on April 6. We are waiting for them to complete their review process and our team has been checking in daily. As soon as it is approved and in the App Store, we will let you know that it is available.
Robert B
yes this is happening for us also.
any ideas of solution?
Same issue for me. Pretty much makes my i phone unusable because data freezes.
Only thing that helps is to delete vpn and re install repeatedly but now it’s at the point that sometimes it can’t re install. I don’t know if it’s an apple software issue - like an update not working with the vpn or vpn issue itself having issues holding connection. But this is now causing issues in my marriage more because my wife cannot trust the fact that I’m actually trying to fix my vpn and not temporarily turn it off to look at pornography. I have been clean for months now; don’t need more doubt cast on me because a malfunction app I pay for for sake of accountability.
I seem to be having VPN issues as well… the second I uninstall Covenant Eyes it starts working immediately. I’m able to comment on this right now because I uninstalled it…
Same issue here. Had this years ago with VPN issue and constantly re-downloading. Please fix asap!
I am having the exact same issue. This whole week my service has been tripping because my phone won’t load on anything or any app. It will actually work here and there but for the most part it’s terrible. I turned off the VPN, thinking it might work better which it is, that’s how I’m able to comment and search through the FAQ, but I did get a notification saying “device wide accountability has turned off” so I know that can’t be good right? If this can be resolved I’d greatly appreciate it
This is also happening for me... both on WiFi and Cellular connection
iOS 16.5 beta
I am also having this same issue!
At times the app is also going through the initial install process again . . . Strange.
Also having the same issue. I spoke with customer service and she informed me that they are aware and are just waiting for an updated version to be released. While waiting for the updated version, is there a way we can still get screenshots without the VPN on? Or is there any way there can be accountability without the VPN being on? It seems like the VPN is the issue and why I can’t use my phone or iPad. Just trying to find a way so that I’m able to use my devices and also continue to give my wife peace.
Robert, It's been 6 days since you guys apparently submitted 6.2.4 to Apple/App Store
Most apps are approved within 24 hours.
It's been two weeks of this now... and no communication from you guys other than a reply on this forum topic.... would expect better customer service when we are paying $17/month for this service.
So is this like a "migrate our customers to Android" thing?
Given that it's Apple, I wouldn't be surprised if the delay is on their end. They seem to have little tolerance for the kind of things CE wants to accomplish on "their" devices.
Today I haven’t had any issues 🥳
No app update either 🤔
Was something done on the server side of things?
Mine is still restarting the VPN and running like Prodigy internet in 1997.
Zachary Bentley, no, we didn't do anything server side. I wish I could say that we found a solution while waiting for Apple, but that wouldn't be true.
Going back to your previous comment about approvals within 24 hours. Apple does boast about their average approval time, and kudos to them for pulling that off. That's impressive. But, as I'm sure you understand, it doesn't mean that that happens for every developer every time. We used to see those speedy approvals, but five of our last six submissions have taken longer than their publicized average. And, to be blunt, even with that context, this waiting period is really frustrating.
Thx for asking and for bearing with us. Our plan to post an update here, when 6.2.4 is approved, still stands. I hope we get to do that soon.
Apple approved version 6.2.4. We just released it to the App Store.
Over the next hour, it should propagate to all of their servers. In other words, it could show up in your App Store app right away, but it might not.
I am having the same problem on my iPhone
How do we get the update? If I go to the Apple app store, it just has me open up the current app. I have three teenagers I am helping out and at least one of them just turns off the VPN and may be ready to delete the app. THe other two haven't complained yet, but I just started the 3rd one yesterday. Hopefully we can get this resolved or they will all walk away.
Also, if the problem persists even with the update, please let us know if the software is useful without the VPN on. If the people turn off the VPN, does that make the whole Cov Eyes system useless? Will it still give us allies full reports? Will it still block websites?
Thanks!
I installed the update a few days ago but I’m having issues again now… 😒
Doug Wallace there is a known issue with the App Store not presenting updates that it should present. In some cases (not all), just powering the phone all the way down, waiting a minute, and then turning it back on will do the trick and bring up the updates. But you can also try the following:
About the VPN. Turning that off does not make the whole system useless. It does disable our ability to provide filtering and one aspect of monitoring. But the core service of screen accountability in the CE browser (and now in Safari because of the new CE extension) will continue to work.
Thank you for helping some teenagers! Whether they know it or now, whether they like it or not, you are equipping them to handle with wisdom an issue that has the ability to ruin relationships, careers, and self-worth. Wishing you success.
John Wingo, thanks for posting. Since the vast majority of people who upgraded to 6.2.4 didn't run into the issue again, I'd encourage you to contact us. Whether it's over the phone, via chat, or through email, they'll be able to look into your situation and see if there's some other factor(s) that is causing this to happen.
Good morning!
Just wanted to provide some quick feedback as this bug affected me this morning. I woke up to find that I wasn't able to connect to the internet. I checked if I had the latest update and I do: v.6.2.4 I tried rebooting my iPhone and that didn't work. I tried hard rebooting the iPhone which didn't work either. I then decided to delete the VPN configuration profile and then ran through the CE setup process again to re-install the VPN profile and settings. That still didn't work. As a last resort, I ended up uninstalling and deleting the CE app altogether. I reinstalled the app, went through configuration and setup prompts and the VPN is now working as it should. Hopefully, this helps others that ran into the same issues I faced this morning.
@ Mike M. Thank you for sharing that. I just wonder if it will come back. I installed the app and didn't have any problems for a while (couple of months) before it started happening. And then I had a lot of problems with the internet and the VPN. So, I hope the update and what you did works for you. I can try it. If you have any issues again, please give us an update. I just hope I can get the young teens to restart the program again.
I am currently facing the issue and neither Mike M.'s solution did not work for me either. This is my first time using Covenant eyes, and I hope this does not persist. I am not able to go to google let alone run a speed test. I would appreciate anyone who has another fix to this letting us know :)
This seems to be a problem on my son’s phone as well. We will try some of the suggestions, but hope this can be fixed with an app fix very soon.
Issue still persists on iPhone, latest update
Hey folks! We've recently been experimenting with some changes in how our VPN operates. I would encourage you to contact our Member Care Department and one of our agents can apply these changes to see how they work for you!
Andy R
I haven't tried the new changes yet. One thing I did notice is that things behave better whenever I just have Screen Accountability enabled. When I have filtering enabled as well that's when the connection tends to hang at times.
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