"Device has not been seen" on BYOD Devices
Parents with a Family Zone account and a child enrolled at a Linewize partner school may receive an email stating the “Device has not been seen in 14 days”. This can happen when your child’s device has MAC Randomization (or MAC Privacy) turned on when connecting to the school network. Your school needs your child’s device to use the unique MAC address associated with it instead of a randomized one. This ensures a false positive email for "Device has not been seen in 14 days" isn't generated and students are not incorrectly authenticated as another student.
Your child's school may ask you to confirm if MAC Randomization is enabled on child's device by signing into your Family Zone account and checking if your child has multiple devices with the same name.
MAC Randomization does not bypass Family Zone filtering.
Disabling MAC Randomization
Disabling MAC randomization is simple and only takes a few button presses.
Apple iOS 14+
- Open the Settings app, then tap Wi-Fi
- Tap the information button (i) next to the school's Wi-FI network
- Tap to turn Private Address off
Gray is off
Green is on
- Open the Settings app
- Tap Network and internet > Wi-Fi
- Tap the gear icon next to the school's Wi-Fi network
- Tap Advanced > Privacy
For Android 10: Tap Use Phone MAC
For Android 11: Tap Use device MAC
Windows 10 +
- Click the Start button
- Type Wi-Fi settings and press Enter
- Click Manage known networks
- Choose the schools Wi-Fi network
- Select Properties
- Under Use random addresses for this network, select Off
Frequently Asked Questions
What is a MAC Address?
Not to be confused with an Apple Mac computer, a Media Access Control (MAC) address is a unique identifier assigned to the network connections (LAN, Wireless, and Bluetooth) on a computer, phone or tablet.
What is MAC Randomization?
MAC Randomization and MAC Privacy have existed for several years. They work when a computer, phone or tablet uses a different MAC address each time it connects to a network. Device manufacturers like Apple and Google use this feature to improve privacy. The randomly changing identity reduces the risk of tracking a device, user, and location through the device's unique MAC address.
Devices with MAC Randomization
My issue still isn’t resolved, what do I do next?
We are here to help. Login to your Family Zone app as a Parent. Go to Settings > Support center.
- Connect with us for a live chat from our website https://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