Troubleshooting common Linewize Community/Qustodio integration issues

This article is for IT Support at schools with Linewize Community that uses School Manager to manage students’ access to their network and internet connections.

A parent can’t create a Qustodio account.

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

You can resolve this by:

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

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

A parent can’t connect to their child using Qustodio.

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

Parents cannot directly claim their child’s school learning device via the Qustodio Parent App. They must use the registration link you provide them.
Ask the parent to try claiming their child again using your school’s registration link. If the parent is still unable to claim their child, please contact Linewize Support for help.

The parent’s Qustodio account has the wrong email address

This can happen if the parent is an existing Qustodio customer or has registered for their Qustodio account with a different email address than the one your school added to School Manager. Community will only allow users to claim their children if their Qustodio parent account email address matches the one in School Manager.
You can resolve this by:

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

The parent can use your school’s registration link to log in and claim their child’s device once their email addresses in Qustodio and School Manager match.

The Parent is disconnected from the child

Check if someone has removed or disconnected the parent from the child. Find out the reason they were removed and then add them if appropriate.

A parent's details are incorrect in School Manager.

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

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

The parent has changed their email address in Qustodio

If the parent 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 parents to see school time usage data for their children if their Qustodio account email address matches the one in their School Manager > Community > Parent Management parent details.

You can resolve this by:

If the parent 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 parent data for the year levels you want to exclude in the School Manager.
  2. Ensure students from the excluded year levels are not added to School Manager.

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

A parent can’t pause the Internet

Pause Internet is turned off at your school

You must enable the Allow Pause Internet feature for parents to pause the Internet on their children’s school-managed devices. In School Manager, go to Configuration > Community > Configure Community and confirm that the Allow Pause Internet checkbox is selected.

The parent is trying to pause the Internet during school hours

Unless you have enabled Pause Internet in 24/7 mode, parents can only pause the Internet on school-managed devices outside the school hours or on the non-school days set in your School Calendar.

  • If they are trying to pause the Internet outside of school hours and it’s not working, go to Configuration > Calendar and check that your school hours and days are correct.

If Pause Internet is enabled in 24/7 mode and parents can’t pause the Internet on student devices, please contact Linewize Support for further assistance.

The parent is trying to pause the Internet on a personal device

Pause Internet is only available on school-managed devices.

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 School Manager 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 enabled and properly configured to allow parent-student connections.

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

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

During the beta phase, the minimum versions are:

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

Contact Linewize Support for assistance in obtaining these versions during the beta phase.

The student does not have Qustodio’s extension or agent 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 parent are not linked

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

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

Request the parent 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.

 

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