Why can’t I get online on Windows?

If you’re unable to access the internet on your Windows computer, this article will help you troubleshoot and resolve the issue:

Are you connected to WiFi or ethernet?

Look in the lower, right-hand corner of your desktop (near the time and date) to view your connection. You should see the WiFi symbol (inverted pyramid icon) or the network symbol (small computer icon).

If you don’t see either connection icon, click the hidden tray icon (^) to view all your icons! Your WiFi symbol or network symbol may be there.


If you hover the mouse over the icon, a bubble/box will appear. It indicates if the computer is connected or if the computer is experiencing a connection issue. If you are experiencing a network issue, an additional icon will appear on either the WiFi or Network icon.

If you do not see the WiFi/network icon or if you are not able to connect:

  1. Restart your modem/router by unplugging it from the wall for ten seconds and then plug it back in. Give your motem/router a moment to reboot, your computer a moment to recognize the network, and attempt to find your network icon again and connect.
  2. If you still can’t connect to the internet or get online after restarting your modem/router, contact your internet service provider for assistance.

Are you unable to sign in to the WiFi or hotspot?

  1. If you are at a coffee shop, hotel, airport, or other public hotspot and are unable to connect to WiFi, follow these instructions to get connected.
  2. Follow the same instructions if you are having trouble connecting to WiFi at a school, university, or at work. If you are still unable to connect, this could indicate special settings in the network that block the full functionality of Covenant Eyes. Contact the IT department to check on that side of things; they may need this information.

Do you have an antivirus program?

Some antivirus programs are very aggressive and may conflict with Covenant Eyes, which can result in connection issues. To see if your antivirus program is conflicting with Covenant Eyes and causing a connection issue, turn it off and try to connect to the internet/get online.

To see a list of known antivirus programs that conflict with Covenant Eyes, read Antivirus Programs and Covenant Eyes.

Do you have another filtering service or parental control software?

If you use another filtering service or parental control software with Covenant Eyes, the other service may “fight” with our filter. This may result in no internet access, or otherwise “safe” sites being blocked.

Here are some programs that may conflict with Covenant Eyes:

  • OpenDNS (or similar router-based filters)
  • Any app or program that implements and/or protects DNS settings
  • Disney Circle (a device for controlling your home WiFi)
  • Coffee shop, corporate, and educational wireless networks that are using filtering
  • Google Wi-Fi Parental Controls
  • Parental Controls through your Internet Service Provider
  • Other filtering programs

To see if the Covenant Eyes filter is conflicting with another filtering service:

  1. Temporarily switch from your current connection (WiFi network or Ethernet connection) on your computer to a mobile hot spot.
  2. If after switching to a mobile hot spot, you can access the internet, there is a conflict with the previous connection.
  3. If possible, you can then disable/remove the conflicting service from your device or from your router/network, leave Covenant Eyes in place, and restart your computer.

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