Troubleshooting Reinstall Connect on a Windows Computer

Applies to: Premium Members

Child's device: Windows laptop or desktop

Excludes: School managed Windows computers

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

We recommend the following steps if your Child has used this computer to access inappropriate content, the computer may contain malicious software, infected downloads or potential adware/malware. Do these steps before setting up the Standard account.

  1. Run Windows Defender
  2. Run Windows Update

Make a Parent the Windows Administrator

Complete these steps to remove the current Windows computer from your Family using your phone or tablet. You will re-add the Windows computer as a new Device at the end of these steps.

While you are signed in as the Child Administrator

  1. Select Start > Settings > Accounts.
  2. Under Family & other users, select Add someone else to this PC.
  3. Select I don't have this person's sign-in information, and on the next page, select Add a user without a Microsoft account.
  4. Enter a Parent user name, password, or password hint--or choose security questions--and then select Next.
  5. Under Family & other users, select the Parent Administrator account name (you should see "Local Account" below the name), then select Change account type.
  6. Under Account type, select Administrator, and then select OK.
  7. Sign in with the new Parent Administrator account.

Change Child Administrator User to Standard User

Your Child's account will have to be changed to a Standard User to ensure permission to uninstall applications such as Connect are blocked. If an application needs to be installed or uninstalled, the Parent Administrator must enter their account password to approve it for the Child.

While you are signed in as the Parent Administrator

  1. Select Start > Settings > Accounts. 
  2. Under Family & other users, select the Child account owner name (you should see "Administrator" below the name), then select Change account type.
  3. Under Account type, select Standard User and then select OK.
  4. Restart the computer.

Reinstall Connect

While you are signed in as the Parent 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 Windows computer.
    Sign in with your Child's new Standard account.
  3. Sign in as a Parent on your Connect App on you phone or tablet.
    Verify your Child is the Device Owner of the Windows computer.
    See or Change a Device Owner.
  4. On your Child's Windows computer, open a web browser and 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 Windows account password to start the process.

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