I lose internet when installing Qustodio Parental Control for iPhone and iPad

Overview

Some WiFi networks do not allow Qustodio's VPN connection, and will block all access to the internet. To prevent users from completely losing internet access on their iOS device, Qustodio checks if the network is compatible during the installation, and if it is not, it completely blocks its own installation. However, it is possible to circumvent this by following the steps provided below.

Troubleshooting

During the installation of the new Qustodio for iOS, you might see the error message "Your current internet connection may not be compatible with Qustodio" as shown below:

 

This happens because some WiFi networks (especially public ones like those of hotels, bars, restaurants, etc.) block Qustodio's connection, and all access to the internet. So to protect users from completely losing all access to the internet on their iPhone or iPad, Qustodio checks the network during the installation, and if it detects that the WiFi network is not compatible, it completely blocks its own installation.

To avoid this issue, you can do the following:

  • If you are connecting to your home WiFi, you need to open the 500 and 4500 UDP ports, used by Qustodio's VPN on your router Firewall. The instructions to do so vary for different router manufacturers.
  • Disable the WiFi connection. For this, you can access Control Center, by swiping up from the bottom of the screen. The WiFi control is the second from the left on top (next to the airplane mode). Tap on the button to disable wireless access. Your device should then automatically switch to 3G or 4G connection. You can then resume the installation of the new Qustodio for iOS. To reactivate WiFi connection later, you can swipe up from the bottom of the screen again and tap the WiFi button.
                       

 

  • Resume Qustodio's installation when you're at home or when you're connected to a private WiFi. You can then simply click on Check Connection (see image below). If you have closed the installation process, you can open the iOS App and the installation will be resumed automatically. Otherwise, you can visit https://www.qustodio.com/ios on Safari to reinstall again.
                       

 

For other issues, check our iOS FAQ page.