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Troubleshooting

Portal Issues

Can’t log in

  • Wrong password: Use the “Forgot Password” link to reset
  • Email not verified: Check for a verification email from DoNotReply@w3i.io. Use “Resend verification” if needed.
  • Rate limited: Too many login attempts. Wait 1 minute and try again.

Dashboard shows no data

  • No devices enrolled: You need at least one active device to see data. See Installation.
  • No policy created: Screenshots are analysed but alerts require a policy. See Create a Policy.
  • Device is offline: Check the device status. The agent may not be running.

Screenshots not loading

  • Retention expired: Screenshots older than your retention period are automatically deleted
  • Privacy mode: If enabled, screenshots are deleted after 24 hours
  • Storage issue: Temporary — try refreshing the page

Agent Issues

Agent not capturing screenshots

  1. Check the service is running (services.msc → ChildOnlineSafety Agent)
  2. Check the device has internet access
  3. Check the device status in the portal (should be “Active”, not “Paused”)
  4. Check Event Viewer for agent error logs

Agent using high CPU

The agent is designed to be lightweight. If you see high CPU usage:

  1. Increase the capture interval (e.g. from 30s to 60s)
  2. Reduce JPEG quality
  3. Check if another program is interfering with screen capture

Screenshots are blurry

Increase the JPEG quality setting in the device configuration (default 80, maximum 100). Higher quality = larger file size = more bandwidth.

Alert Issues

Too many false positives

  1. Review which categories are generating false alerts
  2. Consider changing those rules from “immediate alert” to “digest” or “silent log”
  3. If a specific category is consistently wrong for your child’s age, adjust the age band
  4. The AI is more cautious with younger age bands — if your child is mature for their age, consider the next age band up

Not receiving alert emails

  1. Check spam/junk folder
  2. Verify notification settings: Settings → Notifications → ensure “email” is in immediate alert channels
  3. Check you have a policy with rules set to “immediate alert”
  4. For digest emails: check the digest time and timezone are correct

Alert stuck in wrong status

Alert status transitions are restricted:

  • Resolved is final — it cannot be changed
  • Dismissed can be reopened (back to Open)
  • If you need to undo a status change, check the allowed transitions in Status Workflow

Email Issues

Verification email not arriving

  1. Check spam/junk folder
  2. Wait 2–3 minutes (email delivery can be delayed)
  3. Use the “Resend verification” option on the login page
  4. Resend is rate-limited to 2 per minute

Password reset email not arriving

  1. Check spam/junk folder
  2. Verify you’re entering the correct email address
  3. Reset links expire after 15 minutes
  4. Forgot password is rate-limited to 3 per minute
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