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At Family Guardian we strive to create the most
effective and trouble free Internet protection package available. In the
rare case that you have technical difficulties, please refer to the
directions provided on this page before calling our friendly technical
support staff @
1-918-524-1010, Monday - Friday, 9:00 a.m. to 5:00 p.m. Central time.
or email @
Support
- I need to download
the installation file to another computer, how do I do that?
-
Family Guardian tells me a site is not
blocked, yet I still cannot access it. What's going on?
- I
installed S4F and now one of my other programs doesn't work. What do I do
now?
- I brought
up a site which should be blocked. Instead of blocking the site, your
"Blocked" message came up, but the site still loaded underneath this
message. Is something wrong with my filtering?
- After
installing S4F, all Internet access has become very slow? What could be
wrong?
- Someone
has attempted to remove S4F from my system, and I no longer have Internet
access. Is there any easy way to correct this?
I need to download the installation file to another computer, how do I do that?
Click on this link and you can download the installation file any time you need it.
If you are a current Family Guardian member, when you are connected to the registration server click on the link on the top of page "1 of 3" that says, "Click here if you already have a filtering account." Enter in your current account information and Family Guardian will setup the new computer to match the existing setup.
DO NOT create a new account. If you create a new account, our system will place you in the free trial mode and you will be prompted to pay for Family Guardian again.
Family Guardian tells me a site is not blocked, yet I still cannot access it. What's going on?
If you cannot access a site, but did not get the pop-up window stating, "You Have Attempted To Access A Restricted Site", then the problem is NOT related to the filter, unless you have disabled the Blocked Page Dialog (right click the "FG" icon in the system tray, select " Preferences", then "Display").
Such things as a "404: File Not Found" and "500: Internal Server Error" are related to the website you are attempting to access, not the filtering. If you are getting the pop-up window, send the URL to Support for manual review.
If you cannot get on the Internet at all, the problem may be with your ISP. You may wish to uninstall the filter while you diagnose other problems, then reinstall the filter once you are successfully back online.
I installed Family Guardian and now one of my other programs doesn't work. What do I do now?
Because Family Guardian is installed deep within Windows™, from time to time other software products will stop working or cause errors to be displayed. Should this happen immediately upon installing Family Guardian, please email Family Guardian development support at Support. We will make every effort to fix the problem for the next version release.
No, your filtering is working correctly if you receive a blocked message. The key to discovering why this site was displayed instead of blocked may be discerned by examining the details portion of the blocked message. Often times an element on that page originated from a blocked site. It may be an ad or an image. You will see the page with some of the elements of that page missing.
After installing Family Guardian, all Internet access has become very slow? What could be wrong?
Any site validation delay of more than five seconds is not normal. This lag may be due to any of the following conditions:
o
Our
server facility may be unreachable by your computer, or the Internet may be
experiencing congestion between you and our servers. Experienced users can
perform a "trace-route" to our server facility to ensure that this is not
the case. This may be done by typing the following command from the DOS
prompt:
TRACERT WWW.S4F.COM [ENTER]
You will see a list of "hops" between your computer and our server
facility. If any of these hops do not display, or , then there may
be an Internet related condition keeping Family Guardian from operating correctly.
o There is a conflict in your system which is preventing the sub-system component of Family Guardian from communicating with the server-side component. If uninstalling the other software fixes this problem, please let development support know about this problem so that we can release a fix in a subsequent version, if possible. Our email address is Support.
o Our Family Guardian server facility may be experiencing an outage or scheduled maintenance.
First, check to see if you still have the 'filterpakwin761.exe' file that you originally downloaded. You can search for this file by clicking your Start button, then Find (or Search), then Files or Folders. Type filterpakwin761.exe into the Files Named box and click Search. If the file is displayed, double-click it to reinstall from scratch. If the maintenance menu is presented, choose Repair. (For older versions, look for these files as well:
- filterpakwin751.exe
- filterpakwin712.exe
- filterpakwin710.exe
- famguard603.exe
If you are unable to find any of these files, you may still reinstall Family Guardian. If the contents of the "C:\Program Files\S4F\PACKAGE\" folder have not been deleted, you may simply execute the SETUP.EXE file from this folder to restore Family Guardian to it's pre-tampered condition.
If these files have been deleted (or this folder does not exist for any other reason), you will have to acquire the 'filterpakwin761.exe' download file again to regain Internet access. If you can still retrieve email, we can email this file to you. Write to Support and we will send it to your email address.
If you do not have access to email, you may download the latest version to a friend's computer and copy the installation to floppy disk (or higher capacity media such as a Zip disk, if available).
Finally, if reinstalling Family Guardian does not fix the problem, crucial Windows™ files may have been deleted. Uninstall Family Guardian as normal and reboot. If you still cannot download websites, consult with Microsoft support for more information on reinstalling Windows™ on your computer system.
If you cannot uninstall or reinstall Family Guardian, please contact Family Guardian Technical Support directly at Support, or call 1-918-524-1010.
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Copyright 2005 :: Family Guardian Ltd. 1-407-438-1818