Troubleshoot common Linewize Community and Qustodio integration issues

A guardian can’t create a Qustodio account

If the guardian tries registering with a different email address than the one in Linewize Filter, the error message “This doesn’t seem to match the email your school sent the invite to” will appear. The guardian must use the email address you uploaded or synced to your Linewize Filter and assigned to their student.

You can resolve this by:

1. Checking that the guardian's email address is correct in Linewize Filter > Community > Parent Management > Parent Details and updating it if necessary.
2. Asking the guardian to try registering again using the email address they received for their invitation to create their Qustodio account.

If the guardian is still unable to create an account, please contact Linewize support for help.

A guardian can’t connect to their child using Qustodio

The guardian has created a Qustodio Parent Account without using your school provided link

Guardians can’t directly claim their child’s school learning device via the Qustodio Parent App. They must use the registration link you provide them.

Ask the guardian to try claiming their child again using your school’s registration link. If the guardian is still unable to claim their child, please contact Linewize Support for help.

The guardian’s Qustodio account has the wrong email address

This can happen if the guardian is an existing Qustodio customer or has registered for their Qustodio account with a different email address than the one your school added to Linewize Filter. Community will only allow users to claim their children if their Qustodio guardian account email address matches the one in Linewize Filter.

You can resolve this by:

• Checking that their email address is correct in Linewize Filter > Community > Parent Management > Parent Details and updating it as necessary.
• Asking the user to change their Qustodio email address to match your one in Linewize Filter.

The guardian can use your school’s registration link to log in and claim their child’s device once their email addresses in Qustodio and Linewize Filter match.

The guardian is restricted or removed from the student

Schools can restrict a guardian when the guardian requests it or when legal reasons prevent them from accessing the student’s activity or managing their device.

Check if the guardian was intentionally restricted or removed from the student.

If the guardian was wrongly restricted, remove the restriction in Linewize Filter.

A guardian's details are incorrect in Linewize Filter

You can correct a guardian's information by updating your source of truth, typically the Student Information System (SIS) and then either resyncing your SIS with Linewize Filter or manually correcting their information in Linewize Filter > Community > Parent Management > Parent Details.

If the guardian’s details are still incorrect even after updating, check if:

1. SIS sync still needs to be completed.
2. SIS sync has partially synced (OneRoster Only) or failed.
3. CSV upload has failed.
4. Updated Locally Managed Parent was overwritten by SIS sync.

A guardian connected to their child in Qustodio but can’t see school time activity data in their Qustodio account

Community isn’t configured to share data with guardians

You must turn on the Share Student Usage and Insights feature for guardians to see an overview of their children’s activity on school-managed devices. In Linewize Filter, go to Community > Configure Community and confirm that the Share Student Usage and Insights checkbox is selected.

The guardian has changed their email address in Qustodio

If the guardian previously had access to their children’s school-time activity data but does not anymore, they may have changed their email address in Qustodio. Community will only allow guardians to see school time usage data for their children if their Qustodio account email address matches the one in their Linewize Filter > Community > Parent Management details.

You can resolve this by:

• Updating their email address in your source of truth and Linewize Filter
• Asking them to revert to the email address on file.

If the guardian still can’t see their child’s usage data after correcting their email address, please contact Linewize Support for help.

Your school is offering Community to only some year levels

1. Ensure you do not upload guardian data for the year levels you want to exclude in the Linewize Filter.
2. Ensure students from the excluded year levels are not added to Linewize Filter.

For help rolling out Linewize Community to specific year groups at your school, please contact your Linewize Success or Account Manager.

Parental Controls are not working

If Parental Controls aren’t working as expected, there could be several reasons for this. Here's how to troubleshoot each potential issue:

The Calendar is not configured properly

Check your school's calendar settings in Linewize Filter to ensure you have configured the calendar with accurate school hours and non-school days.

Parental Controls are not set up correctly in the Community config

Verify the Parental Control settings in the Community configuration. Ensure that Parental Controls are turned on and properly configured to allow guardian-student connections.

The student does not have the correct Linewize Connect extension or Connect for Windows app installed

Ensure the student has the correct Linewize Connect extension or Connect for Windows app on their device.

The minimum versions are:

• Connect for Chrome v3.1.1
• Connect for Windows v4.1.3

The student does not have Qustodio’s extension or app installed

Check if the student has the Qustodio extension installed on their device by going into the application tray for Windows, or opening chrome://extensions in a Chrome browser for Chromebooks.

The student and the guardian are not linked

Verify that the student and the guardian are linked within Community.

The Guardian has not opted into Parental Controls in the app or has opted out by mistake

Request the guardian check their Qustodio app settings to ensure they have opted into the Parental Controls feature. If they have inadvertently opted out, guide them through re-enabling Parental Controls.