Knowledge Base

General

• Why isn't Net Nanny logging AIM (AOL Instant Messenger) conversations.
• How do I re-download my software?
• How do I cancel my order?
• I can see the name of the site my kids went to but it does not really tell me what kind of site it is.
• How to Find Out What Version You Have
• What Operating Systems are your programs compatible with?
• What is my registration number?
• After installing, I see errors on page, how do I fix this?
• How do I uninstall Net Nanny and/or ContentProtect?
• Can I be notified at work when my kids are trying to view inappropriate sites?
• If I make a change or modification to ContentProtect on one computer, will the changes apply to the other computers?
• How do I disable common firewall software?
• How do I disable common spyware software?
• ContentProtect is not blocking any sites.
• How do I disable Avast?
• How do I disable Trend Micro
• I reformatted my hard drive and when I tried to reinstall Net Nanny I received an error messaging saying "You've reached the maximum number of installs..", how do I reset my license?
• How do I disable AVG?
• How do I disable Windows Defender (installs with Vista)?
• How do I manage my licenses and seats from "My Account"?
• What happens if I accidentally "deactivate" the wrong computer in "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.
• 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?
• Do I have to constantly download lists of bad websites and update the software?
• How do I manually add/approve websites?
• How can I check or update the license status of Net Nanny?
• How do I reinstall Net Nanny?
• How do I setup Net Nanny to automatically login when my computer starts?
• How can I always Allow or Block Specific Sites?
• Can I install Net Nanny on more than one computer?
• How do I change my Net Nanny Admin password?
• How do I view Reports?
• What if I need to install Net Nanny on a replacement computer?
• Can I remotely administer Net Nanny?
• What is the cost of Net Nanny for one or more of my computers?
• Where do I find my registration number and/or download?
• How do I uninstall and reinstall Net Nanny?
• What is "No Hassle Billing" and how can I confirm that my account has No Hassle Billing disabled or enabled?
• I am trying to reinstall Net Nanny and I am getting “Invalid Email and Password” during installation, why?
• Will Net Nanny email reports to me?

LifeLock®

• What countries is LifeLock available for?
• Do I need to do anything after purchasing LifeLock for my identity to be protected?
• Who do I call if there's a problem?
• What if I need identity protection for my spouse and children, too?
• Who do I talk to if there's a billing problem- LifeLock or Net Nanny?
• How long is my LifeLock subscription good for?
• I already own Net Nanny- can I get it free if I buy LifeLock?

How To

• How do I uninstall Net Nanny and/or ContentProtect?

Net Nanny 3 for Mac

• About the New Net Nanny for Mac 3.0 and the End of Version 2.0

ContentCleanup

• Why can't ContentCleanup delete local files?
• Why are some files not cleaned with ContentCleanup?
• What will happen to my Quarantined Items if I uninstall ContentCleanup?
• Why can't I restore my Quarantined Items?
• When I delete or quarantine an item it says that the item has been partially deleted, or partially quarantined.
• How do I use ContentCleanup?
• Files were deleted previously, but are not being deleted anymore
• Why am I getting errors during the scan?
• When logging in I get a message about 'Active X Controls'
• How do I change my login information?
• Will I be billed again for ContentCleanup?
• How do I know what files to delete in Cleanup?
• I can't find my new ContentCleanup!
• What happens if I accidentally "deactivate" the wrong computer in "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.

Net Nanny Home Suite Old Version of the Product

• NTP Time Check Failure
• There is a Problem With Your ContentWatch Installation...
• I receive a "LSA Shell" Error Message after installing ContentProtect Home
• How do I manage my licenses and seats from "My Account"?
• What happens if I accidentally "deactivate" the wrong computer in "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.
• 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.
• 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?
• 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?
• Do I have to constantly download lists of bad websites and update the software?
• How do I manually add/approve websites?
• Why aren't email notifications showing up?
• How do I import the ContentWatch security certificate into the Opera Browser?

Net Nanny 6.5 Old Version of the Product

• ZoneAlarm Pro 4.5.538 Problem
• Panda Titanium Problem
• WS_FTP Problem
• Cute FTP Problem
• Is Net Nanny compatible with 64-bit Operating Systems?
• NTP Time Check Failure
• There is a Problem With Your ContentWatch Installation...
• After installing Net Nanny I am no longer able to use my VPN.
• I am getting an error message saying You have reached maximum number of installs, what do I do?
• During Installation I get a Runtime error or a Could not call Proc error.
• Why is Net Nanny not reporting AIM conversations?
• Norton Problem
• McAfee Firewall 5.0 Problem
• Norton System Works 2004 Problem
• McAfee Firewall 5.0 Problem
• Norton System Works 2004 Problem
• McAfee Virus Scan v. 7.02 Problem
• McAfee Virus Scan v. 8.0 Problem
• What is Privacy Protect?
• I have more than one computer; can I use the same settings on all of them?
• Does Net Nanny have any problems with Yahoo IM?
• If I want another person to be an Administrator too, how do I do that?
• What if I forget my Administrator password?
• Actual conversations using MSN or Netscape instant message are not logged. Why is this?
• How do I add a user to my sign-in screen?
• I can open my reports but no activity or logs are showing.
• What are Auto Windows Login and Auto Client Login?
• I Cannot Send or Receive E-mail After Installing
• Why are my Time Controls not working?
• I am getting Missing or Corrupt files.
• Is ContentProtect compatible with McAfee Privacy services?
• I do not have a Windows Desktop or Taskbar after installing ContentProtect & McAfee Privacy Services.
• Net Nanny is not filtering while I browse the Internet using the AOL browser, but filters other browsers
• ContentProtect Refresh Failed
• Why does the Net Nanny icon have an hour glass?
• I Forgot My Password
• I Forgot My Password
• CWHI.EXE Is Bogging Down My Computer
• Does Net Nanny Work on a Mac?
• How to Check on Internet Activity- Remotely?
• Will Net Nanny work on my Windows 98 or Windows 2000 Computer?
• Where is the Users Guide?
• No Internet or slowness after installing
• How do I change the override password?
• Why am I getting Invalid User Name or Password?
• How do I add users?
• I can open my reports but no activity or logs are showing.
• Installation appears to have frozen.
• How do I install Net Nanny on more than one computer?
• If I have uninstalled Net Nanny why can I not use the same registration number on another computer?
• How do I remotely access report activity for Net Nanny?
• How do I disable Net Nanny?
• How do I switch from default mode to user mode?
• How do I get email notifications at work?
• Can I make changes to profiles from work?
• Can my kids disable Net Nanny software?
• Do I have to change my ISP account to use Net Nanny?
• What is new in Net Nanny 2.0?
• When trying to view the reports remotely, I cannot see any data in the graphs. Why?
• My password appears to be longer than what I type in (example: I typed 4 characters but I see 10)?
• Why do I get E-mail Already In Use?
• What is default mode?
• What is user mode?
• How do I add users?
• Is your software compatible with Internet Explorer, Mozilla Firefox, and Netscape?
• Why is my Internet connection so slow after installing Net Nanny?
• How do I Install Net Nanny if I lost my registration code?
• Does Net Nanny work with personal firewalls?
• I cannot uninstall Net Nanny through add/remove programs.
• I am getting the message ContentWatch Files are missing or corrupt- what do I do?
• How do I connect Net Nanny user logins with their Windows accounts?
• ContentProtect 2.1 is not compatible with previous 1.8 products
• Net Nanny is overblocking
• How do I allow or block a website?
• ContentProtect 2.1 is now available, Why haven't I received an update?
• I am unable to connect to the Internet after installing Net Nanny.
• Why are my time controls not working?
• How do I completely remove Net Nanny and ContentProtect?
• How do I view report details?
• ContentProtect is locking up my computer
• I am having trouble viewing my reports
• Countdown Clock After Installing or No Start Button After Installing
• With Net Nanny installed I cannot surf the internet.
• After uninstalling ContentProtect My computer restarts every 45 seconds, How do I fix this?
• Why is Net Nanny not blocking porn in image searches?
• I forgot my uninstall/override password how do I change it?
• Google Safe Search turn off, why?
• What firewall, anti-virus and anti-spyware programs work well with Net Nanny?
• Does Net Nanny limit computer time or only internet time?
• With Net Nanny installed, some websites hang and don't load, why?
• What is Net Nanny 6.0?
• How do I block and/or filter secure websites?
• How do I block access to secure Proxies?
• How can I prevent my users from accessing particular Games?
• How can I know what my users are doing in their Facebook accounts?
• How do I run White List Mode?
• What are IM alerts?
• How often do reports get sent to Remote Management?
• What is Remote Management?
• What is PC Game Blocking (ESRB)?
• What does IM Alert and Analysis mean?
• What do Social Networking reports provide?
• How does Net Nanny handle Secure websites?
• What does Safe Search mean in my search engine?
• Will Net Nanny work with Vista 64 bit?
• 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?
• Does Net Nanny work with AVG?
• Why don't I get a Block Page from Net Nanny?
• How to I turn off No Hassle Billing?
• Is Net Nanny compatible with Microsoft's upcoming Windows 7 operating system?
• How do I manage my licenses and seats from "My Account"?
• What happens if I accidentally "deactivate" the wrong computer in "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.
• 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.
• 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?
• 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?
• Do I have to constantly download lists of bad websites and update the software?
• How do I manually add/approve websites?
• Why aren't email notifications showing up?
• How do I import the ContentWatch security certificate into the Opera Browser?
• I'm running a computer with multiple operating systems (OSs) - do I need to buy additional seats for the same computer?
• Where do I find my registration number?
• I have my registration number, where do I download it?
• What if I have replaced my computer and need to install it again?
• What do the Social Networking Reports offer?
• Is Net Nanny compatible with Windows 7?
• Can't find the Parental Control Security Code?

Net Nanny 2 for Mac Old Version of the Product

• How do I block or allow specific web sites using Net Nanny for Mac?
• Why is it important to update my Net Nanny for Mac filters?
• I found a site that contains offensive content but it was not blocked by Net Nanny for Mac. What do I do?
• I use Firefox and Safari. Will Net Nanny for Mac work with more than one browser?
• My SMTP server uses a special port, but I don't see a port field. How can I set up email to send via a server that uses a special port?
• I want to be sent a record of my child's Internet use. How do I set up email notifications in Net Nanny for Mac?
• I added a site to my 'Blocked Sites' list but I can still load the page in my web browser. Why?
• How do I secure Net Nanny for Mac's settings from being changed?
• What is the best way to set up Net Nanny for Mac to prevent my child from accessing inappropriate sites?
• Net Nanny for Mac isn't filtering my child's Internet access...
• How do I delete some of the preset sentences in Net Nanny for Mac's anti-predator phrase list?
• Net Nanny for Mac keeps redirecting my searches back to Yahooligans. How can I stop this?
• I cannot seem to block www.myspace.com using Net Nanny for Mac. How can I get Net Nanny for Mac to block MySpace without entering every single MySpace URL into the blocked list?
• Is Net Nanny for Mac compatible with Leopard (Mac OS X 10.5), Snow Leopard (Mac OS X 10.6) and Lion (Mac OS X 10.7)?
• My subscription should still be active but now the software has a red message that says 'Your subscription expired' at the top. Why is it saying this?
• How do I manage my licenses and seats from "My Account"?
• What happens if I accidentally "deactivate" the wrong computer in "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.
• 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.
• 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?
• How to set up email notifications
• What if I forgot my password?
• How do I stop getting blocked for HTTPS?
• How do I enter a new serial number?
• How do I change my Net Nanny for Mac password?

Net Nanny 5.1.x Old Version of the Product

• Hotmail being blocked
• DAO.MSI Missing Error
• How many computers can I install Net Nanny on?
• Is Net Nanny a "Spam" filter?
• How do I permit only the sites I want?
• Forgot Net Nanny Password
• What Instant Messenger Applications does Net Nanny Block?
• Is Net Nanny a subscription? Will I be automatically billed for renewal?
• Logon box appears when I'm not using the Internet
• Creating Adult Accounts with no restrictions
• How do I find my serial number or unlock name/key
• Has my child disabled Net Nanny?
• Net Nanny prompts for my Time Zone when I "apply", but I can't select one
• Net Nanny filters other programs! How can I prevent this?
• Blocking Images on Google
• Fast User Switching in XP
• How To Customize Net Nanny Accounts and Settings
• Log on screen is flickering back to NONE
• Can Net Nanny filter Kazaa
• Does Net Nanny work on a network?
• Net Nanny isn't loading up on limited user accounts
• How to Install Net Nanny
• Where can I download a free version of Net Nanny 5?
• Manual Uninstall (Error 6005, Root Path Error, Credentials Error)
• Net Nanny attempts to start my dial-up connection by itself
• Time Limits Don't Work - General
• Does Net Nanny 4.x work with Windows XP?
• Adding programs to NN's List of Permitted Applications (prevent conflicts)
• How to block a site
• I've Purchased Net Nanny but I still see an Expiry Message
• Does Net Nanny work on an Apple Macintosh?
• Is Net Nanny compatible with IE 7 or Windows Vista
• I've lost my Net Nanny! Where can I find it?
• Net Nanny is causing my computer or Internet to run slow
• How do I make a backup CD of Net Nanny?
• How do I know if Net Nanny's working?
• Net Nanny isn't blocking pop-ups
• Ok, I like the trial, now how do I buy/install the product?
• How to add Permitted Sites in Net Nanny
• What File Trading Applications does Net Nanny Block?
• List Update Errors - NN 5.1.2
• Invalid Key / Expired Key Error Message
• Net Nanny will not auto-start!
• I get a "synchronization objects" error 9026
• Content Advisor Errors and browser freezing
• Corrupt Files - Need to Reinstall, 9031 Error, Runtime Error
• My Time Limits Reset to 24 Hours
• Net Nanny is not filtering enough
• Can access Internet without logging on, Forcing Users to logon
• Why is Net Nanny's Free Trial so easy to turn off?
• Net Nanny is blocking too much
• Does Net Nanny record chats?

Pop-up Scrubber Product Is No Longer Supported

• Pop-Up Scrubber isn't blocking pop-ups

PopupProtect Product Is No Longer Supported

• Why is PopupProtect not blocking popup ads?

Net Nanny Mobile Product Is No Longer Supported

• Is Net Nanny Spyware?
• Are you substituting technology for good parenting?
• Can I use my child's existing phone with Net Nanny Mobile?
• Can Net Nanny Mobile block or monitor URL's?
• If I am only interested in seeing the text messages, do I need my child's device to be on a data plan with the carrier?
• Is it necessary to purchase Net Nanny Mobile for my phone in order to monitor my kids' phones?
• Can I use the “Alert” notification feature only?
• Does my smart phone device have to have GPS?
• Is Net Nanny Mobile available in all States?
• How do I access the Parental Control Dashboard?
• Can I keep my existing phone service?
• Can my child remove the software from their phone?
• Will my child know that Net Nanny Mobile is on their phone?

EmailProtect Product Is No Longer Supported

• BullGuard Firewall Problem
• How do I import my address book?
• How do I add an email address/word to the safe list?
• How do I view my quarantined email?
• How do I add an email address/word to the blocked list?
• I am now receiving duplicate copies of emails in my inbox.
• How do I disable EmailProtect notifications in my inbox?

Ad-Free Product Is No Longer Supported

• I installed Ad-Free on Windows ME and it's not working.
• I want to allow certain items but can't see how in the log.
• I'm getting Messenger Service Ad's even when I'm not online
• Why aren't all banner ads blocked by Ad-Free?
• I'm trying to view a page and it's not displayed correctly.
• I get an "ikernel.exe" error after uninstalling.
• When installing other programs I get a warning message.
• Ad-Free is blocking links on MSN
• When I uninstall Ad-Free in Windows 98 SE I get an error.
• Ad-Free isn't blocking pop-ups
• My firewall is logging unusual activity.
• How do I allow a specific site to work without interference?
• I installed Ad-Free on Windows NT and nothing happened.
• How do I update Ad-Free?
• Script Debugging Error
• AutoStart Adfree
• What Operating Systems does Ad-Free work with?
• My Ad-Free system tray icon has disappeared.
• Why aren't all pop-up ads blocked by Ad-Free?

Chat Monitor Product Is No Longer Supported

• ICQ chats aren't being recorded properly
• Not Recording Chats
• Message may contain unsupported text/Gibberish Results/Broken Whisper logs
• Email Test Failed
• Registry Check Error on limited user
• Codebase Error #: -200, #83805 - corrupt STMLGS files
• Time synch sets wrong time
• Chats not being emailed
• How do I re-download Chat Monitor?