How to fix WARNING and UNPROTECTED device alerts

WhitelistVideo monitors your child's device to ensure protection is active. When the browser extension hasn't communicated with our servers for an extended period, you'll see alert buttons on your dashboard.

What do device status alerts mean?

Your dashboard shows different buttons depending on how recently the extension checked in:

Why is my child's device showing WARNING?

The WARNING alert (amber, blinking) appears when the extension hasn't communicated for 24-72 hours. Common causes:

• Browser is closed - The extension only runs when Chrome/Edge is open
• Device is off or sleeping - No communication when powered down
• No internet connection - Extension can't reach our servers
• Device not used recently - Normal if your child hasn't used the computer

This is often not a problem—just means the browser hasn't been opened recently.

Why is my child's device showing UNPROTECTED?

The UNPROTECTED alert (red, blinking) appears when the extension hasn't communicated for over 72 hours. This may indicate:

• Extended device inactivity - Computer not used for several days
• Extension issue - Extension may need attention
• Browser switched - Child may be using an unprotected browser
• Extension removed - Rare if Advanced Protection is installed

How to fix device status alerts

Follow these steps to resolve WARNING or UNPROTECTED alerts:

Step 1: Check the device

1. Make sure your child's computer is turned on
2. Verify it's connected to the internet

Step 2: Open the browser

1. Open Chrome or Edge on your child's device
2. Go to youtube.com
3. The extension will automatically sync with our servers

Step 3: Wait for update

1. Wait 1-2 minutes for the dashboard to refresh
2. The alert should clear automatically
3. You'll see "Manage Whitelist" button again

Step 4: If alert persists

If the alert doesn't clear after opening the browser:

1. Check the extension icon - Look for WhitelistVideo in the browser toolbar
2. Click the extension - Verify it shows "Protection Active"
3. Restart the browser - Close and reopen Chrome/Edge completely

Step 5: Verify extension is installed

1. Go to chrome://extensions in Chrome (or edge://extensions in Edge)
2. Look for WhitelistVideo in the list
3. Make sure it's toggled On

If the extension is missing, follow the installation guide to reinstall it, then activate protection again.

How to view device status details

Tap the WARNING or UNPROTECTED button on your child's card to see:

• Last seen timestamp - Exact date and time of last check-in
• Relative time - How long ago (e.g., "3 days ago")
• Troubleshooting guidance - Steps to resolve the issue
• Snooze option - Temporarily hide alerts

How to snooze device alerts

If you know your child won't be using the device for a while (vacation, device repair, etc.), you can snooze alerts:

1. Tap the WARNING or UNPROTECTED button
2. In the modal, use the slider to select 1-7 days
3. Tap Snooze

While snoozed:

• Alert buttons are hidden
• You'll see the normal "Manage Whitelist" button
• Alerts automatically resume when the snooze period ends

When should I be concerned?

Don't worry if:

• Your child hasn't used the computer recently
• The device is intentionally off (traveling, grounded, etc.)
• You see WARNING during school hours or overnight

Investigate if:

• Your child has been using the device but you see UNPROTECTED
• The alert persists after opening the browser
• The extension is missing from the browser

Still having issues?

If alerts persist after troubleshooting:

1. Try reinstalling the extension
2. Re-activate protection after reinstalling
3. Consider adding Advanced Protection to prevent tampering

Contact support@whitelist.video if you need additional help. Include:

• Your account email
• Which child is affected
• What troubleshooting steps you've tried