Covenant Eyes won't stay logged in on a Mac
We've been using CE for several months now, and it's worked well on our Mac up until recently. Now, whenever a user logs out of their Mac account and logs back in, or if the computer restarts, the Covenant Eyes logs itself out. So every time my kids login to their accounts, by default, Covenant eyes is off. And even if l log them back in, all they have to do is log out and log back in. It's happening on multiple computers with all their accounts.
I tried contacting support but they just wanted to blame everyone else- must be Apple screen time settings (nope, my own personal user account does it and I don't have any screen time setup on my login), oh then it must be the antivirus (which was working perfectly with Covenant eyes for months and has zero activity in their logs and I'm don't think it can control the login credentials of another software package) and then it must be some filtering setup on my wifi router- which I'm also quite confident my wifi router cannot control the login on my computer. If my wifi router is remotely controlling my encrypted, password protected computers I have bigger issues, and why wouldn't it just logout immediately after putting in my password?
It does look like there was an update a few weeks ago to Covenant eyes, is anyone else having their accounts log out automatically now?
But as of now it's completely useless for us.
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Hello Rob,
Thank you for reaching out and bringing this problem to our attention. I sincerely apologize for any inconvenience you and your family have experienced with Covenant Eyes on your Mac. I understand the frustration this may have caused and appreciate your patience in working through this issue.
To better understand the root cause of the problem, I would like to request a Covenant Eyes diagnostics file from your Mac. These diagnostics will help us delve into the debug logs and identify any potential issues with the software resulting in the Covenant Eyes profiles being logged out as you explained.
Here's a quick guide on how to collect and send the Covenant Eyes diagnostics:
(If the file is too large to email. You could use a service like https://wormhole.app to upload the file and then email us the link to download the file.)
I also understand your dissatisfaction with the initial response from our member care department. While the troubleshooting steps were provided with the intention of addressing potential conflicts, I acknowledge that we should have been more open to the possibility of a software-related bug. Your feedback is invaluable to us as we try to provide the best possible support to our members.
If you have any additional details or questions, please feel free to include them in your email.
Thank you, Rob, for your understanding and for being a valued member of Covenant Eyes.
I was able to figure it out. The problem was with Covenant eyes. I was reviewing the list of back ground apps running on my mac a few weeks ago and there were two extensions called “open” from an unidentified developer running in the background. I couldn’t figure out what they belonged to and turned them off. While I was uninstalling and reinstalling Covenant eyes it asked me to allow “open” again. I would suggest you guys name it something more easily identifiable and maybe register as an MacOS developer to avoid confusion in the future? I reinstalled it and for the moment it seems to be working.
Thank you for the update, Rob. I'm pleased to hear that you were able to identify and resolve the issue.
Regarding the executable named "open," Covenant Eyes should not have any executables with that name. Could you please share a screenshot of the dialog and/or provide diagnostics? This additional information will help us investigate the matter thoroughly and, as you suggested, avoid confusion in the future.
I’ll have to reinstall it to get screenshots but during the installation a popup came up that the software I was installing was requesting to run a process called “open” in the background and I had to approve it. I reinstalled the software on 2 different Macs and both times was prompted to allow that background process. I downloaded CE directly from your website. If it’s not supposed to have that background process running then is the installation package compromised?
Thank you for sharing additional details, Rob.
I consulted with our development team, and although Covenant Eyes does not ship with a command called “open”, it does execute a built-in Apple command called “open”. However, since it is code-signed by Apple, it generally shouldn’t require explicit permission from users to run.
Despite this, it seems there might be an anomaly in your case. None of our usages of the “open” command are related to the sign-in process. We have usages in the uninstaller, diagnostics, onboarding, and software updates, but these shouldn’t interfere with the login process.
Given that you downloaded the installer directly from our website, it’s unlikely that the installation package is compromised (We did validate that our installation package is not compromised on our website, just to be sure). The next step in troubleshooting is to check for any elevated or modified security settings causing this behavior. To do that, we suggest the following steps:
Your cooperation in this is greatly appreciated, and we are committed to resolving this issue to ensure Covenant Eyes works seamlessly on your Mac.
Thank you for your understanding and assistance.
Yeah, despite a clean install it still won't stay logged in. It's affecting two different Macs that I am using right now.
I'm Leary of posting my logs on a public forum, where can I send the diagnostic package?
Hello Rob,
You may send the diagnostics package directly to our support team via email. Please follow these steps:
(If the file is too large to email. You could use a service like https://wormhole.app to upload the file and then email us the link to download the file. You may also use a service like Google Drive or Apple Mail Drop that shares a download link instead of attaching the entire file inside the email.)
I am having a similar issue. Covenant Eyes requests login info for my kids' account but meanwhile internet access is fully available. Running MacOS 12.7.3.
Should I send in diagnostics info also?
Hello Tim,
Thanks for your comment. I'm very sorry to hear that you are experiencing a similar issue. For clarification, did the Mac sign your children out once or is it continually signing them out? If it has only signed them out once and the issue just started I would recommend trying to sign them back in and then see what happens. If it keeps them signed in then wonderful. If it signs them back out I might recommend doing a temporary uninstall, restart of the device, and then a fresh reinstall.
If the issue still persists does the Mac have any parental controls enabled? Any third party cleaners or antivirus software? If so, I might recommend disabling or removing them.
If the issue still persists or if you already tried these steps before then I would recommend you send in that diagnostic information to our developers as discussed in the thread above us. You are also welcome to call in to our Member Care Team and we can take a look at that Mac with you to see what may be the cause of that issue.
You may send the diagnostics package directly to our support team via email. Please follow these steps:
Thanks again for bringing this to our attention. Have a great rest of your day.
The problem persists, I uploaded a detailed log and CS closed my ticket saying there was "no fix at this time"
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