Troubleshooting Reinstall Connect on a Windows Computer

Applies to: Premium Members

Child's device: Windows laptop or desktop

Excludes: School managed laptops

Article type: Advanced troubleshooting

Secure and Reinstall Connect

As a Parent, you may need to take additional steps to secure your Child's computer. You will make yourself the Administrator and set up your Child with a "Standard" account. The Standard account cannot install or uninstall software.

Before You Start

If your Child has used this computer to access inappropriate content, the computer may contain malicious software, infected downloads or potential adware/malware.  

Recommended steps

  1. Run Windows Defender
  2. Run Windows Update

Remove the Device from the Family

Remove the Windows laptop or computer from your Family. You will add it as a new Device at the end of these steps.

Set Up the Standard User

Your Child's new Standard user will have a new set of default folders and accounts. The previous files will stay with the Administrator account. If you feel the content of old folders is safe, move it to your Child's new account.

Recommended steps

  1. Change the account email to your email address, see
    Your Child will not be able to use the "forgot password" to reset the password on the admin account
  2. Change the current user's password, see
    Do not share this password with your Child
  3. Create a new user for your Child

    Set the account type to Standard (not to Administrator)

  4. Backup your Child's important and school files
  5. Sign out of the admin account
    Sign in with your Child's new Standard account
    Move the files (see above) to their My Documents folder
    If you missed any files, you can sign back in as the Administrator at any time

Reinstall Connect

While you are signed in as the Administrator

  1. Complete the steps to Install and Setup a Child's Windows Device
    If challenged to install the software for "This user" or "All users", select All users
    Assign the Device to your Child
  2. Restart the computer
    Sign in with your Child's new Standard account
  3. Sign in to your Android or iOS app as a Parent
    Verify your Child is the Device Owner
    See a Device Owner in the Android App
    See a Device Owner in the iOS App
  4. In a web browser, go to
    A blocked page should display your Child's computer is filtered and their web access (Play, Study, School or Sleep)

Frequently Asked Questions

Why do I need to do this?

You’ll need to do this if your Child uninstalled Connect to bypass the cyber safety to access inappropriate online content.

The device is asking for a password, what do I use?

Use your Child's password to start the process. Reset the password to prevent access to the Administrator functions.

What if my Child’s device is a School-managed device?

Contact your School IT. They have the Administrator accounts to this computer.

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