Troubleshooting CA Certificates on Android 10, 11 or 12

Applies to: Insights and Premium Members

Child's device: Android 10, 11 or 12 tablet or phone

Article type: Fundamental steps

Troubleshooting a Missing CA Certificate

Phones and tablets running Android 10 - 12 (2019 - 2021) use a security feature to ensure you trust the Certificate Authorities (CA) being installed. The steps below are not required for supported Android version 9 (2018) or earlier.

A Parent needs to add the CA certificate to Android devices to ensure the internet activity Family Zone is monitoring is verified and encrypted. 

On the Child's Android phone or tablet:

  1. Open the Connect App
    If you see a Certificate authority Permission not granted, tap Allow
  2. If you were installing and see an Install CA certificates in Settings, tap Close
  3. Open a web browser, go to our diagnostic page
    At the Browser certificate message, tap INSTALL
  4. Go to the Android Settings
    Tap the Search settings 
  5. Type "CA certificate" (not case-sensitive)
  6. Move down and tap on "CA certificate"
    Tap again on CA certificate
  7. At the privacy warning, tap Install anyway
    The Connect App uses the certificate to encrypt and verify the data from your Child's device
  8. In Recent files, tap ca_cert.crt
    Close the Android settings
  9. Open the Connect App and ensure no Recommended Permissions show
  10. Recommended, restart your Child's Android device to clear out any open settings

The Connect App will monitor your Child's online activity. Insights and Premium Members will see Usage, Apps, and reports. 

Premium Members can use default filtering or customize the filtering rules. Premium Members can also set up Device sharing between Family members. When a Family member uses their PIN to sign in to a Device, the Connect App will use this Family member's monitoring settings.

My issue still isn’t resolved, what do I do next?

We are here to help. Sign in to your Connect App as a Parent. Go to Settings > Support center

If you don't have the Connect App

Have details available to help us troubleshoot your problem:

  • Account email
  • Child’s name
  • Devices impacted
  • Time of the issue
  • Description of the issue