Net Nanny FAQs

Can I purchase by check or money order?

Due to the subscription pricing model of our products, we are unable to accept checks at this time.





Error - Cannot connect to the ContentWatch Servers at this time.


Make sure you are connected to the Internet and try again. If you are still seeing this error please check for a firewall and disable it. Sometimes there are old expired firewalls that may be causing this issue. Please verify what you have installed and if you are not using an installed firewall you may want to try to remove it and then try the setup again. If you continue to have problems please contact our support at support@contentwatch.com

If the problem persists, you will also want to verify that Port 443 is allowed in your firewall. To test this you can do the following:

  • Click on Start and click on Run and type CMD and click Ok.
  • Type the following on the black screen
  • telnet master.contentwatch.com 443
  • Hit Enter

If the screen turns completely Black, let me know. If you get any other result please let me know that as well.

To exit the Black screen type the following:

Hold down the Ctrl+] and then type Quit.

Please try to access these sites and us know the result:
  • http://master.contentwatch.com/MasterServlet
  • https://master.contentwatch.com/MasterServlet





Why am I getting Invalid User Name or Password?

If you are reinstalling and you get this message, please note that the e-mail address needs to match the one used in the initial installation of the program. If you do not remember what this is you can contact our support with the information below and they can provide this to you.



If you have forgotten the password you can click on Forgot Password and follow the prompts to recover it that way or you can contact our support with the information below and they will ask you the secret question that was setup during the initial installation and once that is answered they can reset the password for you.

For assistance please send an email to support@contentwatch.com with your full name and product registration number. Or call support at 1.800.485.4008.





How do I add users?

Login to Admin Tools and click on User Login Type and select Users. This will give you the option the Add option in the User Pane.

Net Nanny 6.0 now allows you to Add Users and chose from Predefined Profiles or copy settings from an Existing User.





I can open my reports but no activity or logs are showing.

We can log report activity remotely by right clicking on the Net Nanny icon in your system tray and left click 'remote tools'. Once logged into remote tools click 'Filter Settings' and click the check boxes for Allow Remote Viewing of Reports as well as Web Browsing and Instant Messaging. After making these changes right click on the Net Nanny icon again and left click 'Refresh Profiles' to sync these changes with our server.

You can then access your report activity remotely through our website http://manage.contentwatch.com You will need your administrator email address and administrator password to sign in. Once logged in click the 'reports' option at the top of the screen. Next to 'Report On' click the drop down arrow and select 'IM' then click 'refresh'. This will display the contents of your chat reports. Let me know if you have any additional questions.

Also, you will need to make sure you're allowing active content to run on your computer when viewing local reports:

  • Click 'start' then 'control panel' double click 'Internet Options'
  • Click the 'advanced tab' then under 'security' check the boxes for 'allow active content to on my computer' and the box to allow active content to run from CD's'


This will enable flash applications to run and not compromise your computer's security.

Also make sure you have downloaded flash macromedia:

http://www.macromedia.com/downloads/





Installation appears to have frozen.

One of the main causes for the installation to fail or hang is that the firewall, anti-spyware and/or antivirus programs did not get disabled during the beginning of the installation. Please try to install again making sure that these items are disabled, click on the link below for a list of instructions for disabling the most common used firewalls:



Instructions for disabling common firewalls





How do I install Net Nanny on more than one computer?

In order to install Net Nanny on more than one computer it will require the purchase of additional seats (installs). Extra seats are 1/2 off the retail price and can be purchased by contacting customer support at 1-800-485-4008 or you can go to My Account and purchase them there.





If I have uninstalled Net Nanny why can I not use the same registration number on another computer?

For Piracy protection each registration number is associated with the original computer installed. You can change this by contacting customer support at 1-800-485-4008 or purchase more installations thru My Account.





My password appears to be longer than what I type in (example: I typed 4 characters but I see 10)?

For security reasons we have made the length of all passwords appear to be 10 characters long, which makes it harder for someone to guess what they are.

On our latest version, 6.5, there is now an option to Add or Change the password, instead of the masking of the password.





Why do I get E-mail Already In Use?

Net Nanny uses the e-mail address as a unique identifier for the registration number. If you have had previous installs using different registration numbers please contact our support at support@contentwathc.com so that the e-mail address can be cleared for use again.





What is default mode?

Default mode allows users to safely surf the web without requiring users to login and no additional setup is required.

In Net Nanny 6.0, Default Mode vs. User Mode was done away with. During install you can chose to setup users or continue installing with Default Settings. This will create a Default User, but will no longer require that the Admin chose between Modes.





What is user mode?

User mode allows Administrators to customize each user for their specific needs. "User Mode" requires login for each user.

In Net Nanny 6.0, Default Mode vs. User Mode was done away with. During install you can chose to setup users or continue installing with Default Settings. This will create a Default User, but will no longer require that the Admin chose between Modes.





How do I add users?

Login to Admin Tools and click on User Login Type and select Users. This will give you the option the Add option in the User Pane.

With Net Nanny 6.0, you can set up your users during install or after install by choosing from a Predefined Profiles list based on Age or you can copy settings from an Existing User.





Is your software compatible with Internet Explorer, Mozilla Firefox, and Netscape?

Yes, ContentProtect is compatible with most major web browsers.





Why is my Internet connection so slow after installing Net Nanny?



Please note that one of the main causes for slow or no connectivity is that the firewall, anti-virus and/or anti-spyware programs did not get disabled during installation. One of the first troubleshooting steps that can be taken is to uninstall and reinstall making sure these items are disabled during install. Click the link below for instructions for disabling common firewalls.

Instructions for disabling commonly used firewalls



For further troubleshooting uninstall Net Nanny or ContentProtect

  • If uninstalling does not resolve your slow browsing or does not resolve your lack of internet conectivity please:
    • Click StartRun, type SPORDER, click "ok."
    • Do you see any of the following in the list: CWHOOK, CWLSP or CWALSP
    • If you see any of those items listed after uninstalling Net Nanny or ContentProtect you can contact our technical support via e-mail at support@contentwatch.com or call us toll free at 1-800-485-4008. Our phone support is available Monday - Friday from 8am to 5pm (MST).
    • Please note also if you see an entry for SpamSubtract this could be causing the problem and will need to removed from your computer before reinstalling.



  • If uninstalling the program does resolve the issue regarding internet connection or slowness, please send the following information to our technical support team at support@contentwatch.com so that they can assist in troubleshooting the cause:


System Information Request
  • Click 'start' > 'run' type msinfo32 and press 'ok'.
  • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box. Type sysinfo in the 'File name:' box and click 'Save'.
  • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
  • Send that file as an attachment to me as reply to this e-mail as to keep all information together.


Please provide the registration number you have installed or the one that you are trying to install with.





How do I Install Net Nanny if I lost my registration code?


Go to www.netnanny.com and login to My Account as a Returning User. The download and registration number are always stored there as well as the ability to Reset any previous installations.





When trying to view the reports remotely, I cannot see any data in the graphs. Why?


Login to Remote Management at https://erelay.contentwatch.com/HomeAdminServlet/ and under Additional Settings for each user check the box next to Allow Remote Viewing of Reports. Once this is selected you should start seeing data within 1 to 2 hours.





What is new in Net Nanny 2.0?

  • Ease of Use - Net Nanny has been re-designed to provide fast Internet filtering and for the specific needs of the home user. Net nanny can be used as configured right "out of the box" or can be customized for each family member. With our new password protected "enable/disable" feature, parents can maintain control over their Internet protection.
  • Peer-to-Peer - Net Nanny has provided a preventative solution for other applications including: BitTorrent, Kazaa, eMule/eDonkey, and Gnutella, which are commonly used to download Illegal music, software, and objectionable movies and images.
  • Popular Applications - Net Nanny gives parents the control to minimize the amount of time spent on popular Internet Games and other applications, and which games they feel are appropriate for their family members.
  • Performance and Compatibility - Net Nanny's re-designed filtering engine uses the latest algorithms and list technologies to optimize the users Internet browsing experience. In addition, our new engine has been designed to avoid compatibility issues with other third party applications (i.e. firewalls, spyware prevention tools, antivirus tools...).
  • Customized White List / Black List - To enhance performance Net Nanny includes a "White/Black" list option that allows administrators to "always permit access" or "always block access" to defined web sites.
  • Multi-Language Support - To increase Internet protection Net Nanny now filters Internet content in multiple languages. Our new interface is also available in Chinese with more language packs available shortly.




How do I remotely access report activity for Net Nanny?


Login to Remote Management at https://erelay.contentwatch.com/HomeAdminServlet/ and under Additional Settings for each user check the box next to Allow Remote Viewing of Reports. Once this is selected you should start seeing data within 1 to 2 hours.





How do I disable Net Nanny?


Right Click the Net Nanny Icon in the system tray and select "Disable Net Nanny". The Administrator's password is required to disable Net Nanny.

You are then given two options:
Auto re-enable in - with options of After Reboot, 10, 15, 20, 25, 30 minutes or 1 hour
Remind me in- with options of Never, 10, 15, 20, 25, 25, 30 minutes or 1 hour





How do I switch from default mode to user mode?

  1. Double-Click on the Net Nanny icon in the system tray.
  2. Enter your Administrator password.
  3. Click on the "User Login Type" button.
  4. Select "User Mode".



In Net Nanny 6.0, Default Mode vs. User Mode was done away with. During install you can chose to setup users or continue installing with Default Settings. This will create a Default User, but will no longer require that the Admin chose between Modes.





How do I get email notifications at work?


As the Administrator can login to Admin Tools and set up E-mail Notifications. You can set each profile to send a notice for one, or all of the following:

  • When a user receives a warn message
  • When a user receives a blocked message
  • When a user overrides a block
  • When a use requests an override

.





Can I make changes to profiles from work?


Go to https://erelay.contentwatch.com/HomeAdminServlet/ and login to Remote Management with your e-mail address and Admin Password. Once logged in you can manage your settings.





Can my kids disable Net Nanny software?

We have gone to great lengths to make sure that Net Nanny is difficult to bypass. A password is required to uninstall or make any alterations to settings.





Do I have to change my ISP account to use Net Nanny?

No, Net Nannyfunctions with most ISPs. Since Net Nanny is installed on your computer it doesn't conflict with anything your ISP is doing.





Does Net Nanny work with personal firewalls?

Net Nanny is compatible with most popular commercially available firewall software, however they do need to be disabled during the installation of our products. Click on the link below to find out how to disable some of the most commonly used firewalls:

Instructions for disabling commonly used firewalls





How do I change the override password?


As the Administrator, you can open Net Nanny Admin Tools and click Passwords. You can change the Override and Uninstall passwords there.





I have more than one computer; can I use the same settings on all of them?

In order to install Net Nanny on more than one computer it will require the purchase of additional seats (installs). Extra seats are 1/2 off the retail price and can be purchased by contacting customer support at 1-800-485-4008 or you can go to My Account and purchase them there.





Does Net Nanny have any problems with Yahoo IM?

Net Nanny is not compatible with Yahoo IM version 9. If you would like to continue using Net Nanny, you can downgrade to Yahoo IM 8 and they will work fine together.





If I want another person to be an Administrator too, how do I do that?


Login to Admin Tools and click on User Login Type and select Users. This will give you the option the Add option in the User Pane. One of the options when adding a user is a check box for Administrator. Please note that Administrator users require a password and an e-mail address





What if I forget my Administrator password?

  • Click on Forgot Password
  • Enter the admin email address and hit Send
  • Check the email account - you should have an email from relayserver@contentwatch.com
  • Click on the Reset Password link
  • Answer the question and hit submit
  • Enter the new password and then confirm the password
  • After the Success message, right click the Net Nanny icon in your system tray and choose 'Refresh Profiles'
  • Double click on the Net Nanny icon and try to login with the new password

You can also contact ContentWatch Customer Support email at support@contentwatch.com and provide the following information.
  • Administrator Name
  • Registration Key
  • Email Address (where to send password)
  • Secret Question (Example: What's my dog's name)
  • Answer to Secret Question





Actual conversations using MSN or Netscape instant message are not logged. Why is this?

Currently ContentProtect monitors and logs specific Instant Message applications. Because MSN and Netscape display instant message data through a modified web browser, the instant message session looks like a web page had been accessed. ContentProtect reports on the accessed page but it does not log the actual conversations taking place. This has been addressed for future releases of ContentProtect.





How do I add a user to my sign-in screen?


Login to Admin Tools and click on User Login Type and select Users. This will give you the option the Add option in the User Pane.





I can open my reports but no activity or logs are showing.

Login to Remote Management at https://erelay.contentwatch.com/HomeAdminServlet/ and under Additional Settings for each user check the box next to Allow Remote Viewing of Reports. Once this is selected you should start seeing data within 1 to 2 hours.





CWHI.EXE Is Bogging Down My Computer

Click StartRun, type in SPORDER and click 'Enter'. In this box, there will be listings for CWHOOK's, MSAFD's, and RSVP's.

Towards the middle of the list should be a lone entry called 'CWHOOK'. Select the lone CWHOOK entry, click the "Down" button, until it is listed at the bottom.

Click 'ok,' reboot your computer.





Does Net Nanny Work on a Mac?

On August 11, 2008, ContentWatch announced the release of Net Nanny for Mac, the best filtering product available for the Mac platform- read all about it at http://www.netnanny.com/mac!





How to Check on Internet Activity- Remotely?

Login to Remote Management at https://erelay.contentwatch.com/HomeAdminServlet/ and under Additional Settings for each user check the box next to Allow Remote Viewing of Reports. Once this is selected you should start seeing data within 1 to 2 hours.





Will Net Nanny work on my Windows 98 Computer?


Net Nanny is only compatible with Windows 2000 and XP and Vista.





Where is the Users Guide?


You can access the User's Guide from http://www.netnanny.com/support/documentation.php.

You can also access them by logging into Admin Tools and clicking on Help, doing this will open a webpage that will allow you to download the PDF User's Guide.





I Forgot My Password

  • Click on Forgot Password
  • Enter the admin email address and hit Send
  • Check the email account - you should have an email from relayserver@contentwatch.com
  • Click on the Reset Password link
  • Answer the question and hit submit
  • Enter the new password and then confirm the password
  • After the Success message, right click the Net Nanny icon in your system tray and choose 'Refresh Profiles'
  • Double click on the Net Nanny icon and try to login with the new password

You can also contact ContentWatch Customer Support email at support@contentwatch.com and provide the following information.
  • Administrator Name
  • Registration Key
  • Email Address (where to send password)
  • Secret Question (Example: What's my dog's name)
  • Answer to Secret Question





I Forgot My Password

  • Click on Forgot Password
  • Enter the admin email address and hit Send
  • Check the email account - you should have an email from relayserver@contentwatch.com
  • Click on the Reset Password link
  • Answer the question and hit submit
  • Enter the new password and then confirm the password
  • After the Success message, right click the Net Nanny icon in your system tray and choose 'Refresh Profiles'
  • Double click on the Net Nanny icon and try to login with the new password

You can also contact ContentWatch Customer Support email at support@contentwatch.com and provide the following information.
  • Administrator Name
  • Registration Key
  • Email Address (where to send password)
  • Secret Question (Example: What's my dog's name)
  • Answer to Secret Question





I Cannot Send or Receive E-mail After Installing

If anti-virus e-mail scanning is active/turned on, while Net Nanny is installed, this will interfere with POP3 based e-mail accounts ability to send/receive e-mail.

Please disable your anti-viruses e-mail scanning. If you do not know how to do this please refer to the user's manual or the tech support for your anti-virus.

Disabling your anti-viruses e-mail scanning will not disable your anti-viruses ability to intercept and quarantine viruses.





Why are my Time Controls not working?


When Time Restrictions block Internet Access during undesignated times it's due to the fact that when Net Nanny was installed, for unknown reasons, the installation could not detect your computer's time zone, and defaulted to GMT (Greenwhich Mean Time.)

UPDATE: The latest update (released on Thursday June 15, 2006) has a time zone feature that resolves this bug. This update includes a new Time Zone feature in the ContentWatch menu.

To find this new feature (first of all you need to update your version to version 5.6.3) right-click the Net Nanny icon, left-click check for updates. When the update process is complete you must reboot your computer for the update to take effect.

After the Reboot log in to the Net Nanny Admin Tools. Click Tools/Time Zone or click on Time Controls and select your Time Zone there.

If you have previously adjusted your Time Restrictions to reflect GMT (Greenwhich Mean Time) please adjust them back to reflect your time zone.





I am getting Missing or Corrupt files.


Please print out these instructions, and then reboot your computer.

If at any time you are unable to follow the below steps please contact customer support: 1-800-485-4008, open Mon-Fri 8am-5pm Mountain Time (USA.) A customer support representative will be happy to assist you.

STEP 1

  • Open MyComputer
  • Click on Tools
  • Click on Folder Options
  • Click on the View tab, click the circle labeled "show hidden files and folders" and click Ok

STEP 2
  • Click Start Control Panel
  • Open Add or Remove Programs
  • Click on Net Nanny and chose Remove

STEP 3
  • Click Start then Run and type SPORDER, click "OK"
  • The window that appears should be labeled "Windows Sockets Configuration"; if you DO NOT see CWHOOK,CWLSP or CWALSP in the list of programs please proceed with the following steps.

If CWHOOK, CWLSP or CWALSP is listed, please contact customer support for further assistance: 1-800-485-4008, open Mon-Fri 8am-5pm Mountain Time [USA]. A customer support representative will be happy to assist you.

STEP 4

Delete the ContentWatch Files out of the following locations
  • c:program files
  • c:documents and settingsall usersapplication data (2000 and XP)
  • c:programdata (Vista)

    STEP 5

    Clearing files from the registry ( only necessary for versions 1.8 and earlier)
    1- Click "start" then Run and type REGEDIT 2- Click on RegistryExport Registry File (or in Windows XP click File/Export) make sure it's saving in Desktop, then make sure the export range is "All", for File Name type in REGBACK, click save. 3- Click the "+" for HkeyCurrentUsersoftware, delete the ContentWatch folder. 4- Go to HkeyLocalMachinesoftware and delete the ContentWatch folder.

    Restart your computer and reinstall making sure to disable your firewall and anti-spyware/anti-virus programs.

    Instructions for disabling commonly used firewalls







    Is ContentProtect compatible with McAfee Privacy services?

    Unfortunately, ContentProtect is not compatible with McAfee Privacy Service because McAfee Privacy Service is also Web Filtering Software.

    Please uninstall McAfee Privacy Service prior to installing ContentProtect.





    I do not have a Windows Desktop or Taskbar after installing ContentProtect & McAfee Privacy Services.

    If you have installed ContentProtect & McAfee Privacy Services but you do not see your Windows Desktop icons or Windows Taskbar, please give Windows 15 to 20 minutes to boot. This should allow Windows to resolve the issue and boot-up correctly.

    After you have successfully loaded Windows, click on Start > Control Panel > Add/Remove Programs. Then select to remove ContentProtect. Type in your Uninstall Password. When prompted to remove shared files select "Yes to All". Restart the computer.

    After you have successfully loaded Windows, click on Start > Control Panel > Add/Remove Programs. Then select to remove McAfee Privacy Services. Restart the computer.

    After your computer has restarted you can reinstall ContentProtect.

    Important: Disable any Internet Security Software, Firewalls, Anti-Virus, or Anti-Spyware software before reinstalling ContentProtect.





    ContentProtect Refresh Failed

    This message comes up for a variety of reasons, all related to ContentProtect not being able to contact the ContentWatch servers at Windows bootup, to download any remote setting changes that could have been recently made.

    o I'm using dial-up Internet
    Because ContentProtect is programmed to contact the ContentWatch servers within moments of the computer turning on, a dial-up connection will prevent ContentProtect from contacting the servers and this message will appear everytime the computer is turned on.

    • I'm using High Speed Internet
      1. What software firewall are you using? Go here to determine if your firewall is not compatible with ContentProtect.
      2. If your software firewall was not listed as an incompatible firewall please ensure:
        • Your firewall is set to Medium security
        • That all the ContentProtect .exe's are in the exception list
        • Ports 443 & 80 are open in both a software and hardware firewall.

    If you need assistance with any of the above firewall suggestions, please contact the tech support for the firewall you are using.

  • If the problem persists please contact tech support: 1-800-485-4008, open Mon-Fri 8am - 5pm Mountiain Time [USA], or e-mail support.





    • Why does the Net Nanny icon have an hour glass?


    Net Nanny is designed so that every time the computer is turned on Net Nanny contacts the ContentWatch servers to download any remote setting changes that might have been made.





    No Internet or slowness after installing



    Please note that one of the main causes for slow or no connectivity is that the firewall, anti-virus and/or anti-spyware programs did not get disabled during installation. One of the first troubleshooting steps that can be taken is to uninstall and reinstall making sure these items are disabled during install. Click the link below for instructions for disabling common firewalls.

    Instructions for disabling commonly used firewalls


    For further troubleshooting uninstall Net Nanny or ContentProtect

    • If uninstalling does not resolve your slow browsing or does not resolve your lack of internet conectivity please:
      • Click StartRun, type SPORDER, click "ok."
      • Do you see any of the following in the list: CWHOOK, CWLSP or CWALSP
      • If you see any of those items listed after uninstalling Net Nanny or ContentProtect you can contact our technical support via e-mail at support@contentwatch.com or call us toll free at 1-800-485-4008. Our phone support is available Monday - Friday from 8am to 5pm (MST).
      • Please note also if you see an entry for SpamSubtract this could be causing the problem and will need to removed from your computer before reinstalling.



    • If uninstalling the program does resolve the issue regarding internet connection or slowness, please send the following information to our technical support team at support@contentwatch.com so that they can assist in troubleshooting the cause:


    System Information Request
    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box. Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment to me as reply to this e-mail as to keep all information together.


    Please provide the registration number you have installed or the one that you are trying to install with.





    What is Privacy Protect?

    Privacy Protection is a recently added component that is only available in our ContentProtect Suite. It includes anti-phishing capabilities, which will warn you when visiting potentially fraudulent web sites.





    Net Nanny is not filtering while I browse the Internet using the AOL browser, but filters other browsers


    AOL has made changes to their Internet browser which has caused it to not be able to be filtered by older versions of ContentProtect and Net Nanny.
    If your copy of ContentProtect or Net Nanny is up-to-date, however (CP 2.5+ or NN 5.6+), there is a workaround for AOL browsers other than anything higher9.0 VR, which is not supported at this time.
    In order to filter through the AOL Browser, it will be necessary to turn off their Web Accelerator. Below are instructions:

    Turn off accelerator (AOL 9)

    • Open the AOL browser
    • click the 'settings' tab on the AOL toolbar
    • On the 'essentials' tab select 'Internet [web] options'
    • The 'browser settings' window will pop open, select the 'TopSpeed' tab
    • Uncheck the box titled 'Turn on AOL topspeed'
    • Click Save


    Turn off Image compression (may not be necessary)
    • Log onto AOL, go to the Task Bar and choose "My AOL".
    • Choose "Preferences Guide"
    • Click on "The Web" or WWW, whichever you have.
    • Choose "Web Graphics"
    • Make sure "Use Compressed Graphics" is un-clicked.


    NOTE: AOL 9.0 VR is not compatible with Net Nanny or ContentProtect as AOL has disabled the ability to turn off the Web Accelerator in their latest version.





    I am unable to connect to the Internet after installing Net Nanny.



    Please note that one of the main causes for slow or no connectivity is that the firewall, anti-virus and/or anti-spyware programs did not get disabled during installation. One of the first troubleshooting steps that can be taken is to uninstall and reinstall making sure these items are disabled during install. Click the link below for instructions for disabling common firewalls.

    Instructions for disabling commonly used firewalls



    For further troubleshooting uninstall Net Nanny or ContentProtect

    • If uninstalling does not resolve your slow browsing or does not resolve your lack of internet conectivity please:
      • Click StartRun, type SPORDER, click "ok."
      • Do you see any of the following in the list: CWHOOK, CWLSP or CWALSP
      • If you see any of those items listed after uninstalling Net Nanny or ContentProtect you can contact our technical support via e-mail at support@contentwatch.com or call us toll free at 1-800-485-4008. Our phone support is available Monday - Friday from 8am to 5pm (MST).
      • Please note also if you see an entry for SpamSubtract this could be causing the problem and will need to removed from your computer before reinstalling.



    • If uninstalling the program does resolve the issue regarding internet connection or slowness, please send the following information to our technical support team at support@contentwatch.com so that they can assist in troubleshooting the cause:


    System Information Request
    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box. Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment to me as reply to this e-mail as to keep all information together.


    Please provide the registration number you have installed or the one that you are trying to install with.





    Why are my time controls not working?


    When Time Restrictions block Internet Access during undesignated times it's due to the fact that when Net Nanny was installed, for unknown reasons, the installation could not detect your computer's time zone, and defaulted to GMT (Greenwhich Mean Time.)

    UPDATE: The latest update (released on Thursday June 15, 2006) has a time zone feature that resolves this bug. This update includes a new Time Zone feature in the ContentWatch menu.

    To find this new feature (first of all you need to update your version to version 5.6.3) right-click the Net Nanny icon, left-click check for updates. When the update process is complete you must reboot your computer for the update to take effect.

    After the Reboot log in to the Net Nanny Admin Tools. Click Tools/Time Zone or click on Time Controls and select your Time Zone there.

    If you have previously adjusted your Time Restrictions to reflect GMT (Greenwhich Mean Time) please adjust them back to reflect your time zone.





    How do I completely remove Net Nanny and ContentProtect?



    Windows 2000 and XP

    Step 1

    • Click Start
    • Click on Settings
    • Open Control Panel
    • Open Add or Remove Programs.
    • Left click 'Content Protect'or 'Net Nanny' and click the 'change/remove' button.
    • Be sure to click 'yes to all'.
    • Restart your computer and the changes will take affect.

    Step 2
    • Open My Computer
    • Click on Tools at the top
    • Click on Folder options
    • Open the View tab
    • Select the circle next to Show Hidden Files and Folders
    • Click Apply and then OK

      Delete the ContentWatch Folders from the following locations:

      c:program files
      c:documents and settingsall usersapplication data

    Windows Vista

    Step 1
    • Click Start
    • Click on Settings
    • Open Control Panel
    • Open Programs and Features
    • Left click 'Content Protect' or 'Net Nanny' and click the 'change/remove' button.
    • Be sure to click 'yes to all'.
    • Restart your computer and the changes will take affect.

    Step 2

    • Open Computer and then click on the Alt key on the keyboard
    • Click on Tools at the top
    • Click on Folder options
    • Open the View tab
    • Select the circle next to Show Hidden Files and Folders
    • Click Apply and then OK

    Delete the ContentWatch Folders from the following locations:

    c:program files
    c:programdata





    How do I view report details?


    Double click the Net Nanny con in the lower right hand corner. Sign into Admin Tools with your Admin password. Click 'reports' then select the type of reporting you'd would like (IM or Web). Click the individual graphs to view the report details.





    ContentProtect is locking up my computer

    Due to a bug in our software you'll need to turn off 'fast user' switching in Windows XP.

    For instructions on how to do this refer to the website below:http://www.microsoft.com/windowsxp/using/accessibility/fastuserswitching.mspx





    I am getting the message Not a valid win32 application when attempting to run the ContentProtect Setup file.

    This problem is generally caused by Content Advisor. It is a Microsoft product that is built into Microsoft Internet Explorer.

    We can tell you how to disable it, but if you have any further problems with it you should contact Microsoft Customer Support.

    To disable Content Advisor, select "Tools" from the Internet Explorer menu > Click on "Internet Options" > select the "Content" tab.

    If Content Advisor is enabled you should see buttons that say "Disable" and "Settings". Choose "Disable". You will need to input the password you chose when Content Advisor was first enabled. Again, if you don't know this password, please contact Microsoft.

    Also make sure all firewall/anti virus software has been disabled before download our file.

    http://www.contentwatch.com/downloads.php?id=160





    Why do Net Nanny and ContentProtect not filter within the AOL browser?


    AOL has made changes to their Internet browser which has caused it to not be able to be filtered by older versions of ContentProtect and Net Nanny.
    If your copy of ContentProtect or Net Nanny is up-to-date, however (CP 2.5+ or NN 5.6+), there is a workaround for AOL browsers other than anything higher9.0 VR, which is not supported at this time.
    In order to filter through the AOL Browser, it will be necessary to turn off their Web Accelerator. Below are instructions:

    Turn off accelerator (AOL 9)

    • Open the AOL browser
    • click the 'settings' tab on the AOL toolbar
    • On the 'essentials' tab select 'Internet [web] options'
    • The 'browser settings' window will pop open, select the 'TopSpeed' tab
    • Uncheck the box titled 'Turn on AOL topspeed'
    • Click Save


    Turn off Image compression (may not be necessary)
    • Log onto AOL, go to the Task Bar and choose "My AOL".
    • Choose "Preferences Guide"
    • Click on "The Web" or WWW, whichever you have.
    • Choose "Web Graphics"
    • Make sure "Use Compressed Graphics" is un-clicked.


    NOTE: AOL 9.0 VR is not compatible with Net Nanny or ContentProtect as AOL has disabled the ability to turn off the Web Accelerator in their latest version.





    Why cannot I not view my Gmail?

    For a time, ContentProtect 2.1 broke access to Gmail. Current versions do not have this problem. Upgrade or use the link below to get around this problem.

    https://mail.google.com/mail





    ContentProtect 2.1 is now available, Why haven't I received an update?

    We're currently working on an update from version 1.8 to 2.1. However, you may migrate to version 2.1 free of charge and keep the same registration credentials you had previously with version 1.8. You must be running Windows XP to use version 2.1.

    Version 2.1 will run much faster on your computer and run in what's called 'default mode' which is designed to get the program working right out of the box without having to login to the software. Basically offering default filter protection. To update to version 2.1, email support@ contentwatch.com with the email address used to order the software and in the subject line type 'migrate to 2.1'.





    I cannot uninstall Net Nanny through add/remove programs.


    To do this please email support@contentwatch.com and we'll email this information to you. Please provide the answer to your secret question in your email for security reasons.





    I am getting the message ContentWatch Files are missing or corrupt- what do I do?


    Please print out these instructions, and then reboot your computer.

    If at any time you are unable to follow the below steps please contact customer support: 1-800-485-4008, open Mon-Fri 8am-5pm Mountain Time (USA.) A customer support representative will be happy to assist you.

    STEP 1

    • Open MyComputer
    • Click on Tools
    • Click on Folder Options
    • Click on the View tab, click the circle labeled "show hidden files and folders" and click Ok

    STEP 2
    • Click Start Control Panel
    • Open Add or Remove Programs
    • Click on Net Nanny and chose Remove

    STEP 3
    • Click Start then Run and type SPORDER, click "OK"
    • The window that appears should be labeled "Windows Sockets Configuration"; if you DO NOT see CWHOOK,CWLSP or CWALSP in the list of programs please proceed with the following steps.

    If CWHOOK, CWLSP or CWALSP is listed, please contact customer support for further assistance: 1-800-485-4008, open Mon-Fri 8am-5pm Mountain Time [USA]. A customer support representative will be happy to assist you.

    STEP 4

    Delete the ContentWatch Files out of the following locations
  • c:program files
  • c:documents and settingsall usersapplication data (2000 and XP)
  • c:programdata (Vista)

    STEP 5

    Clearing files from the registry ( only necessary for versions 1.8 and earlier)
    1- Click "start" then Run and type REGEDIT 2- Click on RegistryExport Registry File (or in Windows XP click File/Export) make sure it's saving in Desktop, then make sure the export range is "All", for File Name type in REGBACK, click save. 3- Click the "+" for HkeyCurrentUsersoftware, delete the ContentWatch folder. 4- Go to HkeyLocalMachinesoftware and delete the ContentWatch folder.

    Restart your computer and reinstall making sure to disable your firewall and anti-spyware/anti-virus programs.

    Instructions for disabling commonly used firewalls







    How do I temporarily disable Net Nanny?


    Right Click the Net Nanny Icon in the system tray and select "Disable Net Nanny". The Administrator's password is required to disable Net Nanny.

    You are then given two options:
    Auto re-enable in - with options of After Reboot, 10, 15, 20, 25, 30 minutes or 1 hour
    Remind me in- with options of Never, 10, 15, 20, 25, 25, 30 minutes or 1 hour





    How do I make changes to Net Nanny?


    Double click on the Net Nanny icon in the lower right hand corner of your computer and sign into Admin Tools.





    How do I connect Net Nanny user logins with their Windows accounts?


    Login to Admin Tools and click on User Login Type and switch to Users. This will give the option for Add in the user pane.

    In the add user box there is an option for Auto Windows Login, click the down arrow and select the Windows User you want assigned to that specific Net Nanny user.





    ContentProtect 2.1 is not compatible with previous 1.8 products





    Net Nanny is overblocking


    You may have the 'Ads' category or 'Other' category blocked.


    The Ads category will block any site containing an ad, which is pretty much every site on the Internet. This category will be pulled out of our next update.


    The Other category is web content our filter cannot identify. Content in the Other category is usually related to more generic sites and does usually contain objectionable content.

    To modify your filter settings double click on the Net Nanny icon in the lower right hand corner of your computer and sign into 'Admin Tools'. Click the 'Filter Settings' option to modify the categories.





    How do I allow or block a website?


    Login to Admin Tools, click on Overrides and then you can add any website you want to always Allow or Block.





    I am having trouble viewing my reports


    We can log report activity remotely by right clicking on the Net Nanny icon in your system tray and left click 'remote tools'.Once logged into remote tools click 'Filter Settings' and click the check boxes for Allow Remote Viewing of Reports as well as Web Browsing and Instant Messaging. After making these changes right click on the Net Nanny icon again and left click 'Refresh Profiles' to sync these changes with our server.

    You can then access your report activity remotely through our website http://manage.contentwatch.com You will need your administrator email address and administrator password to sign in. Once logged in click the 'reports' option at the top of the screen. Next to 'Report On' click the drop down arrow and select 'IM' then click 'refresh'. This will display the contents of your chat reports. Let me know if you have any additional questions.

    Also, you will need to make sure you're allowing active content to run on your computer when viewing local reports:

    • Click 'start' then 'control panel' double click 'Internet Options'
    • Click the 'advanced tab' then under 'security' check the boxes for 'allow active content to on my computer' and the box to allow active content to run from CD's'


    This will enable flash applications to run and not compromise your computer's security.

    Also make sure you have downloaded flash macromedia:

    http://www.macromedia.com/downloads/





    How can I administer my software remotely?


    Go to https://erelay.contentwatch.com/HomeAdminServlet/ and login to Remote Management with your e-mail address and Admin Password. Once logged in you can manage your settings.





    After uninstalling ContentProtect My computer restarts every 45 seconds, How do I fix this?

    You are experiencing a known bug in our software. In order to get this problem sorted out please phone us for assistance with this matter. Our number is 1 800 485 4008, M-F (8am to 5pm) MST.





    When installing from a backup cd, Net Nanny locks up in 'populating databases'


    Back out of the installation and go to http://www.netnanny.com/downloads and get the latest release.





    I keep getting a "Refresh Profiles Failed message"


    If you are getting this message, please uninstall and reinstall Net Nanny with the latest release. To get the most current version go to http://www.netnanny.com/downloads.





    Why is Net Nanny not blocking porn in image searches?

    We block search engine image searches by maxing out their 'safe search' feature. We have no way of identifying whether or not the image is objectionable unless the image relates to an objectionable website. The word breast isn't necessarily objectionable. It may be related to websites for 'breast cancer' or some sort of medical related content.


    Net Nanny does have a Filter Category for Image/Video Search that can be set to Block, so that these sites are not available.





    I forgot my uninstall/override password how do I change it?


    Login to Admin Tools, click on Passwords. You can change your Uninstall and Override passwords there.





    I forgot my Admin password, how do I change it?


    If you have forgotten your Administrator password, you can click on the Forgot Password link and follow the prompts to retrieve your password.

    You can also contact ContentWatch Customer Support email at support@contentwatch.com and provide the following information.

    • Administrator Name
    • Registration Key
    • Email Address (where to send password)
    • Secret Question (Example: What's my dog's name)
    • Answer to Secret Question





    How do I install Net Nanny?

    If you ordered directly through our website you can install through the My Account section of our website http://www.contentwatch.com.

    Click the My Account option at the top right of the web page. Sign in using your email address and password to download the software. You'll see your registration number and an option to download underneath the registration number. Make sure that before installing all firewall or spyware monitoring software has been disabled.

    Instructions for disabling commonly used firewalls

    If you ordered from one of our resellers please refer to your confirmation email for download instructions or go to http://www.netnanny.com/downloads to get the latest release from our website.





    How do I disable my firewall?

    Click here for specific help on disabling your firewall:


    How do I disable the firewall in McAfee?
    How do I disable the firewall in Zone Alarm?
    How do I disable the firewall in Norton?
    How do I disable the firewall in Avast?
    How do I disable the firewall in Trend Micro
    How do I disable the firewall in Windows Defender?
    How do I disable the firewall in AVG?





    When I switch to User Mode it reverts back to Default Mode.

    If you have created users and it reverts back to Default go to manage.contentwatch.com and login with your e-mail and password.

    Once logged in click on the double arrows (>>) to the right, click on "Login Type", select the "Users" radio button and click Save Changes.

    Reboot your computer and Net Nanny will run in "User Mode".

    With Net Nanny 6.0, Default Mode was discontinued.





    Countdown Clock After Installing or No Start Button After Installing

    After installing ContentProtect, and your computer reboots without a Start button, or if you are encountering a countdown clock that shuts your computer down, please call our tech support at 1-800-485-4008, 8am - 5pm Mountain Standard Time.





    With Net Nanny installed I cannot surf the internet.



    Please note that one of the main causes for slow or no connectivity is that the firewall, anti-virus and/or anti-spyware programs did not get disabled during installation. One of the first troubleshooting steps that can be taken is to uninstall and reinstall making sure these items are disabled during install. Click the link below for instructions for disabling common firewalls.

    Instructions for disabling commonly used firewalls



    For further troubleshooting uninstall Net Nanny or ContentProtect

    • If uninstalling does not resolve your slow browsing or does not resolve your lack of internet conectivity please:
      • Click StartRun, type SPORDER, click "ok."
      • Do you see any of the following in the list: CWHOOK, CWLSP or CWALSP
      • If you see any of those items listed after uninstalling Net Nanny or ContentProtect you can contact our technical support via e-mail at support@contentwatch.com or call us toll free at 1-800-485-4008. Our phone support is available Monday - Friday from 8am to 5pm (MST).
      • Please note also if you see an entry for SpamSubtract this could be causing the problem and will need to removed from your computer before reinstalling.



    • If uninstalling the program does resolve the issue regarding internet connection or slowness, please send the following information to our technical support team at support@contentwatch.com so that they can assist in troubleshooting the cause:


    System Information Request
    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box. Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment to me as reply to this e-mail as to keep all information together.


    Please provide the registration number you have installed or the one that you are trying to install with.





    Norton Problem

    Currently ContentProtect 1.8.1 is incompatible with all Norton Firewalls.

    Solution: There are two options:

    1. Disable Norton Firewall until a patch has been released
    2. Re-install ContentProtect 1.8 until a patch has been released





    McAfee Firewall 5.0 Problem

    Customer updates to (or installs) 1.8.1 and ContentProtect will not start, browser hangs. User will not be able to right click on the system tray icon or start it via the Start Menu short cut. Solution: Cprotect.exe must be added to the list of allowed internet applications. To do this please do the following:

    • Right click on the McAfee system tray icon (it should be a large Red "M")
    • Open the Security Center
    • From the Left menu, select "Personal Firewall+"
    • From the main window click on "View the Internet Application List"
    • Click on the "New Allowed Application" near the center of the main window
    • This will open a window that will allow the user to browse to the cprotect.exe, browse to Program FlesContentWatch Common and add the cprotect.exe
    • For best results, reboot the computer, but it should also work if you just close McAfee & ContentProtect and restart them





    Norton System Works 2004 Problem

    On Windows 98SE, if you install Norton System Works 2004 over the top of ContentProtect Suite, it causes low virtual memory error and could blue screen.

    Solution Restart your computer (you may have to restart several times).





    McAfee Firewall 5.0 Problem

    If you are having incompatibility problems with McAfee please uninstall the ContentWatch program that you have and go to http://www.netnanny.com/downloads for the latest release





    Norton System Works 2004 Problem

    If you are having problems with Norton System works please uninstall the ContentWatch product that you have installed and go to http://www.netnanny.com/downloads to get the latest version.





    McAfee Virus Scan v. 7.02 Problem

    If you are having problems with Norton System works please uninstall the ContentWatch product that you have installed and go to http://www.netnanny.com/downloads to get the latest version.





    McAfee Virus Scan v. 8.0 Problem

    If you are having problems with Norton System works please uninstall the ContentWatch product that you have installed and go to http://www.netnanny.com/downloads to get the latest version.





    ZoneAlarm Pro 4.5.538 Problem

    If you are having problems with Norton System works please uninstall the ContentWatch product that you have installed and go to http://www.netnanny.com/downloads to get the latest version.





    Panda Titanium Problem

    If you are having problems with Norton System works please uninstall the ContentWatch product that you have installed and go to http://www.netnanny.com/downloads to get the latest version.





    WS_FTP Problem

    If you have problems with your FTP, please send the following information to support@contentwatch.com:

    Please send me your System Info installed:

    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box.
    • Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment in an e-mail to support@contentwatch.com


    Please provide the registration number you have installed or the one that you are trying to install with.





    Cute FTP Problem

    If you have problems with your FTP, please send the following information to support@contentwatch.com:

    Please send me your System Info installed:

    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box.
    • Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment in an e-mail to support@contentwatch.com


    Please provide the registration number you have installed or the one that you are trying to install with.





    Is Net Nanny compatible with 64-bit Operating Systems?

    Net Nanny installs fine onto a 64bit OS, however it does not filter 64bit browsers. Net Nanny has included a feature that allows the Admin to block access to 64bit applications that access the internet, thus forcing the users to use the 32bit browsers.





    NTP Time Check Failure


    If you get a message stating that "There was an error retrieving the current time from the internet..." Try the following things:

    • Net Nanny has your Local Time Zone set
    • Your Firewall is allowing Port 123 UDP
    • Verify that you are able to Update to the NTP Server by opening the Clock and then checking the following servers:
    • 0.pool.ntp.org
    • 1.pool.ntp.org
    • 2.pool.ntp.org
    • master.contentwatch.com


    If any of these are able to update successfully the error should go away.

    If they all fail, it is possible there is an additional firewall on your computer or that your router/ISP is blocking access to 123 UDP.





    There is a Problem With Your ContentWatch Installation...



    Please note that one of the main causes for this error message is that the firewall, anti-virus and/or anti-spyware programs did not get disabled during installation. One of the first troubleshooting steps that can be taken is to uninstall and reinstall making sure these items are disabled during install. Click the link below for instructions for disabling common firewalls.

    Instructions for disabling commonly used firewalls

    If the error persist, please send the following information to support@contentwatch.com:

    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box.
    • Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment in an e-mail to support@contentwatch.com


    Please provide the registration number you have installed or the one that you are trying to install with.





    Why is Net Nanny not reporting AIM conversations?

    Net Nanny 6.0.1 now records AIM conversations. Please uninstall what you have and then go to www.netnanny.com and login to My Account as a Returning User and download and install the most current version of Net Nanny to start recording AIM again.





    During Installation I get a Runtime error or a Could not call Proc error.


    If you get "Runtime error" or a "Could not call Proc error" during the installation you are missing core system files necessary to run Net Nanny. Please use the link below to download and install Microsoft's Visual C++ redistributable and then try to install Net Nanny again.

    Click here to download from Microsoft's website





    Google Safe Search turn off, why?

    Net Nanny indicates that the problem should be fixed in an upcoming release - perhaps by the end of Summer 2008. With that release when the Filter Setting for Pornography is set to Allow, Safe Search will be able to be disabled.

    Net Nanny 6.0 is now released with the fix mentioned above.





    After installing Net Nanny I am no longer able to use my VPN.


    If you are having difficulty using your VPN with Net Nanny installed, please follow the steps below to send us your System Information, it is helpful to have the VPN running so that we are able to see the processes in order to add them to your Bypass List:

    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box. Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment to support@contentwatch.com with a detailed description of the problems you are having.


    Please provide the registration number you have installed or the one that you are trying to install with.





    I am getting an error message saying You have reached maximum number of installs, what do I do?

    If you are getting a message that you have exceeded your installs, you can purchase additional licenses (seats) or deactivate old computers by logging into "My Account".

    You may also contact our Technical Support team at 1-800-485-4008 and we can reset your license for you. Our support team is available Monday-Friday from 8am to 5pm (Mountain Time) or you can e-mail us at support@contentwatch.com





    What firewall, anti-virus and anti-spyware programs work well with Net Nanny?


    Net Nanny works well with most firewalls and anti-spyware/anti-virus progras, however we do ask that they be disabled during installation.

    Click here for specific help on disabling your firewall:


    How do I disable the firewall in McAfee?
    How do I disable the firewall in Zone Alarm?
    How do I disable the firewall in Norton?
    How do I disable the firewall in Avast?
    How do I disable the firewall in Trend Micro
    How do I disable the firewall in Windows Defender?
    How do I disable the firewall in AVG?





    Does Net Nanny limit computer time or only internet time?


    Net Nanny only limits the time a user can spend on the internet.





    With Net Nanny installed, some websites hang and don't load, why?



    Please note that one of the main causes for web pages not loading is that the firewall, anti-virus and/or anti-spyware programs did not get disabled during installation. One of the first troubleshooting steps that can be taken is to uninstall and reinstall making sure these items are disabled during install. Click the link below for instructions for disabling common firewalls.

    Instructions for disabling commonly used firewalls



    For further troubleshooting uninstall Net Nanny or ContentProtect



  • If reinstalling does not fix the problem, please send the following information to our technical support team at support@contentwatch.com so that they can assist in troubleshooting the cause. Please also include the list of sites that you are having difficulty loading.

    System Information Request
    • Click 'start' > 'run' type msinfo32 and press 'ok'.
    • At the top of this System Information window, click 'File' and then 'Save'. Choose 'Desktop' for the 'Save in:' box. Type sysinfo in the 'File name:' box and click 'Save'.
    • After it is done gathering your system information, there will be a sysinfo.nfo file on your desktop.
    • Send that file as an attachment to me as reply to this e-mail as to keep all information together.


    Please provide the registration number you have installed or the one that you are trying to install with.





    What is Net Nanny 6.0?

    Net Nanny 6.0 is an updated version of our Net Nanny product. There are many new features and enhancments, the most exciting are listed below:

    • Stylish and user-friendly Interface
    • Enhanced performance for faster surfing
    • Filtering of encrypted and secure proxy websites
    • PC game management using ESRB™ ratings
    • Social networking profile reporting
    • Customizable “Safe List” capability (White List)
    • Alerts for Predator and Cyberbully behavior
    • User creation assistant with age-based settings
    • Instant sync of any changes made remotely
    • Automatic filter definition updates
    • And much, much more...





      How do I block and/or filter secure websites?

      With Net Nanny 6.0 you can now block and/or filter secure websites (https). This feature is found in Admin Tools, under Filter Settings, Additional Settings.
      Net Nanny can now block both secure and non secure Proxy settings when the Proxy Category is set to Block.





      How do I block access to secure Proxies?

      With Net Nanny 6.0, if you block the Filter Category for Proxy, it will now block both secure and non-secure proxies.





      How can I prevent my users from accessing particular Games?

      Net Nanny 6.0 has a new Games Rating feature that is based on ESRB ratings. With Net Nanny 6.0 installed you are automatically protected for 100 games. Net Nanny should also protect any other games that are not in the list based on the ESRB rating and then add them to the list.
      The Gaming feature also allows the Admin to fine tune the list by selecting descriptors and also managing the list directly by clicking on each game to Allow or Block.





      How can I know what my users are doing in their Facebook accounts?

      With Net Nanny 6.0, you can now run reports for Social Networking. It will provide any profiles your users have with Facebook, including their friends and any photo albums.





      How do I run White List Mode?

      With Net Nanny 6.0 you can now login to Admin Tools and under the Filter Setting section click on Web and chose Restrict Browsing to Specific Sites. This will block access to all sites except the ones that you have added.





      What are IM alerts?

      In Net Nanny 6.0 you can now set up IM Alerts. In addition to IM Reporting, you can now run reports for flagged conversations based on inappropriate material based flags set up in Admin Tools, Filter Settings, Instant Messaging and Enable Instant Messaging Monitoring.





      How often do reports get sent to Remote Management?

      With Net Nanny 6.0, reports are now sent to Remote Management every 5 minutes, so should be able to see what your users reports in practically real time.





      What is Remote Management?

      Net Nanny has enhanced its internet safety administration tools. Powerful Remote Management tools exist to help parents to manage and maintain Internet safety policies from any Internet connection. Net Nanny has also been enhanced to synchronize your settings almost instantly. Monitor web browsing and instant messaging- from anywhere!





      What is PC Game Blocking (ESRB)?

      Having worked directly with the Entertainment Software Rating Board (ESRB), Net Nanny 6.0 is the first parental control software solution to set age-based gaming restrictions using the ESRB rating system and the first to block desktop PC games based on categories, including violence, sex, alcohol, drugs and more.





      What does IM Alert and Analysis mean?

      Net Nanny’s improved Message Monitor feature examines the content of instant messages (IM) and alerts parents via e-mail to potential online predatory behavior, cyberbullying and other inappropriate contacts and comments made through popular IM programs.





      What do Social Networking reports provide?

      Parents can easily access and view their children’s social networking activities on commonly used sites like Facebook. Reporting provides details about social networking profiles including friends’ lists, pictures, personal descriptions and more. Secure Website Filtering/Blo





      How does Net Nanny handle Secure websites?

      Net Nanny 6.0 now filters the content of secure Web sites and aggressively blocks attempts to get around filtering by blocking secure proxy and encrypted Web sites. Using secure proxy Web sites is the number one method used by tech-savvy teens to circumvent desktop filter





      What does Safe Search mean in my search engine?

      The new Net Nanny integrates seamlessly with "Safe Search" options found in popular search engines such as Google, Yahoo, Dogpile, AltaVista, Lycos, AllTheWeb, and MSN. This means your children can't search on a search engine and even see links to blocked sites. This new internet safety feature enables better protection against pornographic images when doing an "image only" search. If a child attempts to turn off the safe search capability from the search engine, Net Nanny will turn it back on in real-time as the search is occurring.

      The only way to bypass the safe search is with your unique administrator password, which only you as the parent knows. Believe it or not, Net Nanny actually blocks content in multiple languages to provide even more internet safety for your family.





      Will Net Nanny work with Vista 64 bit?

      Net Nanny installs fine onto a 64bit OS, however it does not filter 64bit browsers. Net Nanny has included a feature that allows the Admin to block access to 64bit applications that access the internet, thus forcing the users to use the 32bit browsers.





      I presently have a license that is valid for two computers (seats). How do I transfer the license from an old computer to a new one?

      1. Uninstall Net Nanny from the old computer.
      2. From your new computer -- Login to your "My Account".
      3. From here you will find your registration number and the latest version of your product. Note: If you see that the old computer is still active, deactivating it will free up the additional seat.




      Does Net Nanny work with AVG?

      AVG has introduced Link Scanner recently which sometimes causes Net Nanny to not be able to display a Block Message.

      To address this issue, you can reinstall AVG over the top of the current installation by going to www.free.avg.com and getting the download there

      During the reinstall, AVG will list the components, uncheck Link Scanner and continue with installation. After the install of AVG is done, you will need to restart your computer. Once this is done Net Nanny will work as designed.





      Why don't I get a Block Page from Net Nanny?

      Do you have AVG installed? If so AVG has introduced Link Scanner recently which sometimes causes Net Nanny to not be able to display a Block Message.

      To address this issue, you can reinstall AVG over the top of the current installation by going to www.free.avg.com and getting the download there

      During the reinstall, AVG will list the components, uncheck Link Scanner and continue with installation. After the install of AVG is done, you will need to restart your computer. Once this is done Net Nanny will work as designed.





      How to I turn off No Hassle Billing?


      Login to My Account as a Returning user. At the bottom of the Subscription Products box, click on Change No Hassle Billing and then click the box that says Cancel No Hassle Billing. Once this is done, it will return to the Subscription Products box and should then state at the bottom, Enable No Hassle Billing - this confirms that it has been disabled or turned off.





      Is Net Nanny compatible with Microsoft's upcoming Windows 7 operating system?

      We've done preliminary tests with Windows 7 and will have a version that is compatible prior to its launch. The current version of Net Nanny is not compatible with Windows 7.





      How do I manage my licenses and seats from "My Account"?

      If you need to purchase additional seats (licenses) for Net Nanny you can do so by logging into "My Account" or by contacting customer support.

      On occasion, you will uninstall Net Nanny to free-up an extra license, but when attempting to reinstall Net Nanny you receive an error message saying you've exceeded the number of seats/installs for that particular license. This usually happens because you were not connected to the internet or your firewall blocked Net Nanny from contacting our servers when you uninstalled.

      You can now manage your Net Nanny licenses from "My Account". Once logged in, simply “Deactivate” the uninstalled computers to free up those seats.





      What happens if I accidentally "deactivate" the wrong computer in "My Account"?

      No need to worry, as long as Net Nanny is installed, Net Nanny will eventually reactivate itself and synchronize with your "My Account".





      I uninstalled Net Nanny on one computer so I can install it an alternate computer, but I get an error message saying I've reached the maximum number of installs for this license.

      This usually happens because you are not connected to the internet or your firewall may be blocking Net Nanny from contacting our servers while uninstalling Net Nanny. To free up that license, simply log into "My Account" and select "Deactivate" for the appropriate computers.





      I uninstalled Net Nanny on the computer named "Living Room Computer" but when I log into "My Account", it still says Net Nanny is still activated on that computer.

      This usually happens because you are not connected to the internet or your firewall may be blocking Net Nanny from contacting our servers while uninstalling Net Nanny. To free up that license, simply log into "My Account" and select "Deactivate" for the appropriate computers.





      I'm in "My Account" and I want to "deactivate" Net Nanny on an old computer but I don't know the name of the computer. How can I tell which one to deactivate?

      1. Go to the computer you wish to Deactivate.
      2. On the Windows Desktop, right-click on "My Computer" and select "Properties"
      3. In the System Properties window, select the "Computer Name" tab
      4. Take note of the full computer name




      I want my children to have access to social networks, but I just want to make sure they aren't doing things they shouldn't?

      Net Nanny is the first Internet filter that allows you to monitor social networking activity on sites like Facebook without totally shutting it down. Through our Social Network dashboard you can see their entire Facebook profile, what pictures they are posting online and who their friends are.





      Do I have to constantly download lists of bad websites and update the software?

      Unlike other web filters, Net Nanny doesn't depend on "Black Lists" of bad websites in order to filter. We have developed the most advanced filtering engine in the industry which uses dynamic contextual analysis. That is just a fancy way of saying that even if a website is brand new we can look at the contents of the website and determine if it is okay or not based on your custom settings. If you ever do need a software update Net Nanny updates itself automatically on the Internet. You never need to install an upgrade yourself and you will always have the most current version available. As the Internet changes, Net Nanny changes with it.





      How do I manually add/approve websites?

      To manually add allowed or blocked websites follow these simple steps: 1) Log into Net Nanny 2) Click the "Exceptions" Icon 3) Select "Add" and type in the URL (example: www.netnanny.com) 4) From the Dropdown menu, select "Allow" or find an appropriate category. 5) Select "Ok" and you're done!

      NOTE: Wildcards are acceptable inputs with URLs. Here are a few wildcard examples: nanny - Includes any website with the word nanny (works great for search engines). netnanny.* - Includes all netnanny domains (netnanny.com, netnanny.net, etc...)





      Why aren't email notifications showing up?

      If you are testing the email notifications feature and don't seem to be receiving any, here are some important things to consider:

      • Wait 10 minutes: Wait 5 minutes for Net Nanny to combine all emails within that 5 minute interval. Wait an additional 5 minutes for your email carrier, as it may delay receiving your emails to reduce bandwidth loads.
      • Check your spam or junk folders: It's recommended that you mark any emails coming from Net Nanny as "Safe".
      • Yahoo and/or Live (MSN): These accounts often inaccurately blacklist reputable emails. It's recommended that you try another free email provider (i.e. Google).





      How do I import the ContentWatch security certificate into the Opera Browser?

      In order for your product to filter encrypted websites in Opera you must install a proper certificate. Follow the steps below to install ContentWatch's secure root certificate.

      1. In Opera's menu bar, select Tools > Preferences.
      2. Under the "Advanced" tab, select Security > Manage Certificates.
      3. Under the "Authorities tab, select "Import" and browse to the folder "Program FilesContentWatch" (C:Program FilesContentWatch).
      4. Change "Files of type:" to "All Files". Select "CWRootCert.pem" and select open.
      5. Select the view button and uncheck "Warn me before using this certificate".
      6. Select OK then continue through Installation.





      I'm running a computer with multiple operating systems (OSs) - do I need to buy additional seats for the same computer?

      To answer your question you need to determine which of the following two scenarios your setup falls under:

      1) If you are running multiple instances of Windows on your computer, the operating systems may "recognize" the hardware in the same way. To determine whether your hardware is being recognized as the same on both OSs you will need to look under the hardware profiles (in Windows usually called "Device Manager") and compare each listing to one another to see if the hardware is listed in the same fashion. If the hardware profiles are the same you may be able to use the same registration number from one OS installation to the other. As hardware choices for PC based computers are so varied, this may not be applicable to every situation and you still may need to purchase more than one seat.

      2) If you are running multiple instances of different OSs (Win 7 and Mac OS X 10.4 for example) you will actually need two different versions of Net Nanny. You will need one Net Nanny version for Windows and one Net Nanny version for Mac.





      What are Auto Windows Login and Auto Client Login?

      AUTO WINDOWS LOGIN: Give the Admin the opportunity to match up the Net Nanny users to the Windows accounts on the computer, once this is done Net Nanny no longer prompts for a password to login for internet access. The user is logged in automatically once the internet is accessed.
      This feature is best used when there are multiple Windows users on the computer.

      AUTO CLIENT LOGIN: Allows the user to login one time for Internet Access, but then logs in that user every time thereafter that the computers is restarted.
      This feature is best used when only one person accesses the computer.

      If you choose Default Settings during install, it sets up a Default User with Auto Client Login for all users on the computer. If you choose to use Auto Windows Login, it is recommended that you delete the Default User.

      How to set up Auto Windows Login:
      Login to Admin Tools and under Manage Profile Settings for each user, under the User Name field there will be a drop down list for Auto Windows login, select the Windows user from the list that corresponds to the Net Nanny user.

      How to set up Auto Client Login:
      Same as above, but instead of selected the user from the list, leave at None and then check the box for Auto Client Login in the bottom right hand corner of the box.





      Where do I find my registration number?

      Go to www.netnanny.com and login to My Account as a Returning User. The download and registration number are always stored there.

      There is also ability to Reset any previous installations if you are installing on a replacement computer.





      I have my registration number, where do I download it?

      Go to www.netnanny.com and login to My Account as a Returning User. The download and registration number are always stored there.

      There is also ability to Reset any previous installations if you are installing on a replacement computer.





      What if I have replaced my computer and need to install it again?

      Go to www.netnanny.com and login to My Account as a Returning User. The download and registration number are always stored there.

      There is also ability to Reset any previous installations if you are installing on a replacement computer.





      What do the Social Networking Reports offer?

      With the latest release of Net Nanny we provided you with the ability to view your kids' social networking profiles without having to go through the complex process of creating your own account and becoming your kids' virtual friends. This includes sites like Facebook, , Youtube, Twitter, Flickr, Beebo and our next release (6.5.1) will include MySpace. To comply with these sites' privacy policies, we've created a landing page, which is displayed when your kid attempts to log in to their profile. Once accepted your kids can proceed to their favorite social networking website. If they choose not to accept the agreement they will not be authorized to view these sites.

      Although they will need to accept this agreement only one time, it may occasionally require them to accept the agreement multiple times. This may be due to your browser's security settings, or you do not have cookies enabled. If you would prefer to disable this message and give your kids free reigns on social networking sites you can do so by following these steps:

      • Log into Net Nanny Admin tools
      • Select "Social Networking" under the Filtering Icon
      • Uncheck the social networking sites that you wish to no longer monitor





          Is Net Nanny compatible with Windows 7?

          Net Nanny versions 6.0.5 and higher are compatible with Windows 7.





          Can't find the Parental Control Security Code?

          If your computer came with Net Nanny already installed, you may be prompted for a "Parental Control Security Code".

          Q: What is a Parental Control Security Code?
          A: It allows you to setup and configure the Net Nanny software. Without it, you will not be able to manage your settings or view reports. Don't worry though, Net Nanny will continue to filter with its default settings, with or without the Parental Control Security Code.

          Q: Where can I find the Parental Control Security Code?
          A: If Net Nanny came pre-installed with your hardware (laptop, desktop, mobile phone, etc) then you should have received a sheet of paper included with its packaging. It will be clearly marked as the Parental Control Security Code.

          Q: What if I can't find the Parental Control Security Code?
          A: We understand that these things can happen and we'd hate to see you miss out on an awesome product like Net Nanny. If by some strange turn of events, you can't find the Parental Control Security Code just let us know - and we'll help you get a new one for your installation. Before going on with the installation, just give one of our friendly Customer Support Representatives a call, and they'll hook you up: 1-800-485-4008, 8:00 am - 5:00 pm Monday through Friday (Mountain Standard Time).