Troubleshooting Reinstall Connect on a macOS Computer

Applies to: Premium Members

Child's device: macOS laptop or desktop

Excludes: School managed laptops

Article type: Advanced troubleshooting

Secure and Reinstall Family Zone

As a Parent, you may need to take additional steps to secure your Child's computer. Have the iOS or Android device you use as a Parent available during this process.

Before you start, you will need the sign in and password to your Child's laptop or computer user account. You may also need to have antivirus software from a reputable company to remove malicious files and adware.

1. In your Family Zone Connect app, remove your Child's Mac from the Devices list
   Remove a Device in the iOS App
   Remove a Device in the Android App
2. Sign into your Child's Mac laptop or computer
3. Suggested, run an antivirus scan and repair
4. Recommended, run Update now in the MacOS. See,
   https://support.apple.com/en-us/HT201541
   A restart may be required

Remove Admin Rights

Recommended, you may need to stop your Child from uninstalling Connect or installing risky apps to bypass the Connect cyber safety.

1. In System Preferences > Users & Groups, add a Parent as a User on this Mac
   Check the box "Allow user to administer this computer"
   Find the steps at Apple under Add User
   https://support.apple.com/en-au/guide/mac-help/mtusr001/mac
2. Log out of your Child's account
3. Log in with your new Parent administrator account
4. In System Preferences > Users & Groups, change your Child's access
   Uncheck the box "Allow user to administer this computer"
5. Restart the computer

Reinstall Connect for macOS

1. Log in to the Mac with your Child's Username and Password
2. Install and setup the Family Zone Connect for macOS software
   Install and Setup a Child's macOS Computer
3. When the installer popup "... wants to make changes"
   Log in with your Parent administrator Username and Password for this Mac
4. At the installer popup "You are making changes to the System Certificate Trust Settings"
   Log in with your Parent administrator Username and Password for this Mac
5. Restart your Child's Mac computer
   Log in to the Mac with your Child's Username and Password
6. Assign the computer to your Child

Verify the Installation

1. On your phone or tablet, verify your Child is the Device Owner
   See a Device Owner in the iOS App 
   See a Device Owner in the Android App
2. On your Child's Mac, click on the Connect icon to the left of the clock
   Verify your Child's access status of Play, Study, School or Sleep is displayed
3. Click REQUEST A CHANGE
   Verify a web browser opens with options to ASK FOR ACCESS or BORROW THIS DEVICE

Frequently Asked questions

What if I don't see my Child's name after I sign in?

From the Connect App on your phone or tablet:

• Add a Child

You can also change the Device Owner if you assigned it to another Family member.

• Change a Device Owner in the iOS App
• Change a Device Owner in the Android App

What password do I need?

The macOS administrator's password (usually your Child's user name and password).

What if this is a school-managed laptop or device?

Your child will have to take the Mac laptop to their School’s IT department.

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

• Get into a live chat from our website www.familyzone.com
  
  
• Request a call back or send us a message
  From Australia and New Zealand
  From the United States

Have details available to help us troubleshoot your problem:

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