Troubleshooting Box Blocks Android Devices with Random Addresses

Applies to: Premium Members in Australia and New Zealand 

Parents device: The Family Zone Box

Child device: Android 

Connect a Child's Android Device

Your Child may see a Block Page if they are using an Android 11 or newer device to connect to the filtered network on your Family Zone Box. Use these steps to troubleshoot their network connection.

On your Child's Android phone or tablet:

  1. Close the Block Page
  2. Use the middle button to go to the Android home screen
  3. Go to Settings > Connections (or Networks) > WiFi
  4. Tap the gear icon to the right of your Family Zone filtered network
  5. Tap Advanced
  6. Move down and tap MAC address type
    Select Phone MAC
  7. Close the WiFi Settings
    Tap the center button to go back to the Android home screen

The Family Zone Box can now identify this Android phone or tablet each time it returns to your filtered network. The next step is to assign this Device to a Child to turn on their monitoring settings.

Assign the Device to Your Child

Continue on your Child's Android device:

  1. Open Chrome or a web browser
  2. Go to the http://home.tools diagnostic page
    Family Zone will direct you to the Block Page
  3. Tap ASSIGN DEVICE
  4. Enter your Parent PIN
    Tap NEXT
  5. Type a Device name you will recognize
  6. In Device type, select Android
  7. Tap Select a user
    Tap the circle to the left of your Child's name
  8. Tap ASSIGN
    You will see a Device assigned message
  9. Close the Block Page
    Go to the http://home.tools diagnostic page again
    The Family Zone Box displays a message, Device is filtered

How do you use the three different networks?

The Family Zone Box has 3 types of networks for specific purposes:

  • Family WiFi network - for a Child's computers, mobile devices, gaming consoles, smart TVs, and personal assistants

  • Guest WiFi network - for unknown or temporary devices, such as your Child's classmates or friends visiting your home

  • Unfiltered WiFi network - turns off content monitoring for Parents, printers, NAS (Network Attached Storage) hard drives , and smart home devices (like vacuums, doorbells, security systems, and appliances)

Find the name and password to your networks on your iOS or Android device. Sign into your Family Zone app as a Parent. Go to Settings > Home network > WiFi networks. Look for the Name (SSID)  and show password access with the type of network you want to connect a Family Device to. 

Parents can also update the Family Box networks from anywhere they have an internet connection and do not need to be home to update the Box 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