Troubleshooting Box Blocks iOS Devices with Private Addresses

Applies to: Premium Members in Australia and New Zealand 

Parent's device: The Family Zone Box

Child's device: Apple iPhone or iPad

Connect a Child's iOS Device

Your Child may see a Block Page if they are using an iOS 14 or newer device to connect to the filtered network on your Family Zone Box. Use these steps to troubleshoot their network connection.

Turn Off the Private Address

On your Child's iPhone or iPad:

  1. If you see a Browser certificate message, tap Don't remind me again
  2. Close the DISABLE PRIVATE MAC message
  3. Go to the iOS Settings > Wi-Fi
  4. To the right of your filtered network, tap the "i"
  5. At Private Address, tap the toggle until it is gray (off)
  6. At the "... rejoin the Wi-Fi network." message, tap Rejoin
  7. You will see a privacy statement when the Private Address is gray
    Close the Wi-Fi settings

Each device on a network needs a MAC Address (Media Access Control address) that stays the same all the time. For details on the MAC Address settings for different devices, see

Your next steps will be to assign this Device to your Child so the filtered network can use your Child's monitoring and filtering settings.

Assign the Device to a Family Member

On your Child's iPhone or iPad:

  1. Open Safari or a web browser on your Child's device
  2. Go to the diagnostic page
    If the Browser certificate message is displayed, tap Don't remind me again
  3. At the Unknown device message, tap ASSIGN DEVICE
  4. Enter your Parent PIN
    Tap NEXT
  5. Enter a name for this iPhone or iPad you will recognize
  6. In Select a device type, tap Apple
  7. In Select a user, tap your Child's name
  8. Tap ASSIGN
    You will see a Device assigned message
  9. In the browser, go again to
    The Family Zone Box will display a Device is filtered message

Anytime your Child's iPhone or iPad connects to the Filtered Network on your Family Zone Box, the trusted network will recognize their device. The Family Zone Box will monitor the online content your Child accesses.

How to use the three different networks?

The Family Zone Box has three 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 guests 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)

Devices with MAC Randomization

Android 10+
MAC Randomization on by default
Randomized daily

iOS 14+
MAC Randomization on by default

Windows 10
MAC Randomization off by default

MAC Randomization not available (as of August 2021)

Chrome OS / Chromebook
MAC Randomization not available

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