Your Questions Answered - Troubleshooting

The information below should help you overcome any SurfSafe problems you may encounter.

The System Checker Does Not Work, What Do I Do?

The system checker is an ideal tool to confirm all is well before you proceed to register and install the parental control component.

The system checker has two functions:

1. To ensure that you are using a supported operating system (i.e Windows 2000 or Windows XP).

2. To ensure that your PC can communicate with the 'policing servers'. If this communication fails please check that you are not using any firewalls on your PC. This includes the XP firewall that can be found in the settings of your Internet Connection. Please also check that Internet connection has not been lost.

Please note that the system checker will not work once you have installed the parental control component.

What Do I Do If I Have Problems Installing The Client?

The parental control is compatible with Internet Explorer, Netscape Navigator and Mozilla Firefox.

Problems with installation usually occur due to browser configuration. Please ensure your browser is configured so that:

• Active X is enabled.
• Cookies are enabled.
• Downloads are permitted.

You will also need to ensure that appropriate ports are open and that you are logged onto the computer using the Administrator account.

The Control Is Installed But Doesn't Appear To Be Working, What Do I Do?

One of the many benefits of the parental control component is that with use the of the 'displayed icon' in the system tray you know immediately whether it is working or not.

If the client does not seem to be working, first check your Internet Connection has not been lost.

If the parental control component has installed successfully but fails to communicate with the 'policing server' you may need to check whether any firewalls are in place and, if so, configure your firewall accordingly to allow client access.

This service has been tested successfully using both software firewalls and hardware devices i.e SonicWALL, BT distributed routers, Windows XP SP2 and Zone Alarm to name just a few!

The Service Is Very Slow?

There are many reasons why the link to the Internet could be slow and you should not necesarily think that the filtering process is the cause of it. However the customer support team have adequate tools on request to test your service and evaluate where the possible bottlenecks are.

If you can't find the answer to your problem here please go to the contact us page and get in touch with a member of our customer support team.