Known Problems

If you added youtube.com to your website whitelist, it will allow unfiltered access to YouTube content. A safer bet is to follow one of the tutorials below to setup Mobicip to filter YouTube while allowing it.

• How to Setup Mobicip to Filter YouTube on the iPad (iOS4.2 Edition)
• How to Setup Mobicip to Filter YouTube on the iPhone & iPod touch (iOS4 Edition)

One of our servers had a temporary technical glitch early this morning and users in a particular region have this problem where the browser opens to a blank white screen.

UPDATE: The server issue has been completely resolved now. You should now be able to launch and use Mobicip's Safe Browser normally without any problems.

Please be assured that we care deeply about our users' experience and put in our best effort to restore service to the affected users immediately. We sincerely apologize for the unexpected glitch and will take steps and implement processes to prevent this from happening again. Thanks for your patience and understanding.

This FAQ documents some of the known problems with Mobicip's beta for Windows 7. As you know, we are actively working on addressing these enhancements and the final version should be devoid of such issues. 

1. At this time, Mobicip for Windows 7 can apply only one filtering profile at a time to the computer. What this means is that, regardless of which user has logged into the computer, Mobicip will always be enabled and the filtering will be active. The administrator can always disable Mobicip, but only by entering the Mobicip.com account credentials. As we proceed through the beta phase, we will add multi-user support where a Windows 7 user account can be mapped to a Mobicip.com account's filtering profile.

2. When accessing Yahoo mail through a browser, the main page comes up but all inner pages are not accessible.

3. In Facebook, the jungle jewels game does not seem to work as expected.

4. Google news links are not being opened correctly.

5. Google Finance - sign in page is not working as expected.

6. Citicards website login brings up a blank page

7. Wachovia.com takes a long time to open.

8. Overall web browsing using Firefox sometimes gets too slow

Please report any additional problems you encounter by email or on this forum thread or through the contact form. We are actively listening for your feedback and promise to address any issues asap.

Yes, we do have a problem on iOS4 and are in the process of fixing it right now. Please bear with us and we will post an update here as soon as the fix is rolled out. No change will be required on your part, the app will just continue to work seamlessly.

UPDATE: The problem mentioned above has since been resolved. Mobicip will work just fine on iOS4.

In addition to this fix, we are releasing an update for iOS4 to take advantage of some new features that Apple has introduced. The update has been submitted to Apple and we are awaiting approval at any time. Meanwhile, if you would like to try the new update in its beta version, please send your device UDID to support(at)mobicip.com and we will send you the beta with instructions.

Thanks for your patience and feedback as we rollout the update.

Mobicip Support

There could be multiple reasons for the app disappearing from the iPod / iPhone / iPad. If the setup was done correctly, this should not have happened. Here are a couple of suggestions you should try out to fix this.

1. As a first step, try this. Connect the iPod / iPhone / iPad to the computer, launch iTunes and select the device from the left hand panel. Select the Applications tab and look for Mobicip on the list. If the checkbox for Mobicip is unchecked, go ahead and check it and click Sync at the bottom of the screen. This would install the app onto the device.

2. If you purchased Mobicip's Safe Browser app using your iTunes account on the App Store, and if your son /daughter has his / her own iTunes library, then the app could disappear upon sync'ing. Here is what you need to do if this is the case.

i. Launch iTunes on your daughter's computer.

ii. If she is logged in using her iTunes account, click Sign Out at the top right.

iii. Click Sign In at the top right. Login using your iTunes account. Some prompts may pop up asking you if you want to authorize the computer to use your iTunes account. Accept these prompts.

iv. Once signed in, search for Mobicip, and click BUY NOW. You will see a message that you will not be charged for the purchase. The app will be downloaded to the iTunes library on the computer.

v. Sync the iPod with the iTunes library. Mobicip's Safe Browser should now be installed once the sync is complete.

vi. Launch Mobicip and login using your Mobicip.com account.

There are a couple of other scenarios, but we don't need to go there until you try these out.

Unfortunately, we are continuing to have issues with accessing BBC iPlayer through the Safe Browser, this despite setting up a UK server. According to BBC's guidelines, setting up operations in UK is the legal way to resolve the issue. We are getting some help from users to troubleshoot the problem, so please bear with us and we will try and resolve it asap.

If you are a tech-savvy user, live in the UK, and wish to help, please do email support(at)mobicip.com and let us know.

We apologize for the trouble you are having. This could happen due to one of two reasons:

- We have found that certain credit cards, especially from banks in Canada, seem to fail. If you see this problem, please call us at (805)-380-5687 and we will process your purchase over the phone. 

- If you are using Internet Explorer 6, we highly recommend that you upgrade to a more modern browser listed below.

Internet Explorer 7 or 8

Mozilla Firefox

Apple Safari

Mobicip Support

We have noticed some OS inconsistencies that can cause this. When this happens, many third-party apps on the iPod Touch fail to launch. If you see this, please try the following:

1. Shutdown the device completely by pressing and holding the power button. Repeat the step to restart the OS. Try launching Mobicip now.

2. When other users had reported this issue, the root cause was unrelated to Mobicip. An unknown OS instability was causing all thrid-party apps to fail. Some users have notified Apple about this already and we are told that Apple is investigating the problem. For these users, the solution was to restore the device to factory settings, and then restoring settings and content from the backup. Follow the instructions in this article to restore the device.

Once the Mobicip Safe Browser has been setup, you will not be required to login again unless you change the password. Recently, a few users have reported that the login screen seems to show up at launch unexpectedly.

UPDATE: The latest update - v 2.1.5 - of Mobicip's Safe Browser is available on the App Store since Dec 18. This login issue is resolved in the latest update. We are no longer accepting beta requests from users who run into this issue. Simply get the latest update from the App Store and you should be fine.

Our dev team has identified a possible fix for this problem. We need to confirm if this indeed resolved the problem and we need your help. We will set you up with a beta version of Mobicip containing the fix so you can try it out. There is no obligation to participate in the beta. We only expect your feedback and continued support.

We will need your device UDID to enable the beta version.
- To find your iPod Touch's UDID, just plug it into your computer and wait until iTunes recognizes it.
- Select your iPod Touch from the Devices list in iTunes.
- Click the "Summary" tab.
- To see your UDID, click on the word "serial number" beside the picture of the iPod Touch.
- You should see the word "identifer" and an alphanumeric string – this is your UDID.
- To copy it, just press command + C on your Mac's keyboard (or control + C in Windows).
Paste the UDID in your reply to this email. We will send you the beta version along with simple steps to setup.

This issue occurs on the Internet Explorer 6.x browser.

We highly recommend you use a more recent browser version that is compliant with recent web standards.

Links to latest versions of popular browsers are listed below.

Internet Explorer 7 or 8

Mozilla Firefox

Apple Safari

Google Chrome

UPDATE: This issue has since been resolved, though there is another related problem that is yet to be fixed. However, we do recommend that you upgrade to the most recent browser, not just to use Mobicip, but for general security reasons as well.

UPDATE: This issue has since been resolved.

This issue happens when the registration is incomplete. You may have quit the application without touching the Finish or Done button, or the device might have shut down, etc.

To get over this issue, please contact us using the contact form or over email and we will help you complete the registration. Once completed, the app should launch and work correctly.

The likely reason is that you have an old version of Internet Explorer or equivalent browser. 

Please upgrade your browser to Internet Explorer 6.x or 7.x, or recent versions of Firefox, Safari or Chrome, and your sign up should work fine. If you have access to another PC with an updated browser, you may want to sign up from that computer instead.

UPDATE: This issue has since been resolved. Mobicip's email is sent from a reputed and highly-ranked email service.

Unfortunately, we have found that some email providers are classifying emails from Mobicip as spam. This is not due to any fault of ours, but probably due to our hosting provider. We have found this to be a problem with yahoo, gmail, myrealbox, comcast and roadrunner email addresses. Check your spam folder to see if Mobicip's emails are archived there.

Otherwise, please bear with us and use an alternate email address if you have one. It will help with recovering your password in future. Meanwhile, we will work on moving our email servers to a more reputed hosting provider.