I'm having trouble with MYFamily Protection for Windows/Mac

If you experience any issues with MYFamily Protection for Windows or Mac computers, please read the following basic troubleshooting tips.
- A common cause of issues with MYFamily Protection is an interference with security suites (e.g., antivirus, firewall, anti-malware), system optimization softwares, or other parental controls. If you’re using such program, try to temporarily remove it prior to re-downloading and re-installing MYFamily Protection.

- Disable IPv6 and its components.
- Reinstall MYFamily Protection completely to make sure that you're using the latest version available. For this, follow these steps:
- Restart the computer.
- Log into the computer with an administrator account.
- Make sure the device is connected to the Internet.
- If there is any security software installed on the computer (e.g., antivirus, firewall, IPv6), remove it.
- Download a fresh version of MYFamily Protection.
- Follow the installation steps provided.
- Restart the computer.
- Make sure that you're using the latest version of the web browser (e.g., Google Chrome) available.
- To prevent kids from circumventing MYFamily Protection's protection, for example by changing the date and time on the device, we recommend to set Regular User Accounts, as opposed to Administrator Accounts, for the users you want to monitor and protect.
- Issues with time limits: Note that time for both web navigation and the entire device is counted from midnight to midnight, and not from the moment when you activate the time rules. The user has to log off the user session or turn off the computer for time to stop counting. A simple lock of the user session will not be considered by MYFamily Protection.

Have more questions? Submit a request


Powered by Zendesk