Windows Troubleshooting

Having trouble with Thriva on Windows? This guide covers common issues and solutions.

Installation Issues

”Windows protected your PC” (SmartScreen)

This appears because Thriva is a new application not yet widely known to Windows.

Solution:

1. Click “More info”
2. Click “Run anyway”
3. Proceed with installation

”You need administrator privileges”

The installer must run with admin rights to install the service.

Solution:

1. Right-click ThrivaSetup.exe
2. Select “Run as administrator”
3. Enter admin credentials if prompted

Registration code not working

Check:

• Is the code exactly 8 characters? (uppercase letters and numbers like A7F2B401)
• Has it been more than 1 hour since you generated it?
• Has the code already been used on another device?

Solution: Generate a new code from the Parent Portal (Devices → Add Device → Generate Code).

Installation seems stuck

Try:

1. Cancel and restart the installer
2. Temporarily disable antivirus software
3. Restart the computer and try again

Device Not Appearing in Parent Portal

After installation, the device should appear within 1-2 minutes.

Check:

• Is the computer connected to the internet?
• Did the registration complete without errors?
• Try refreshing the Parent Portal page

Solution:

1. Open Services (search “Services” in Start menu)
2. Find “Thriva Service”
3. Ensure Status is “Running”
4. If not, right-click and select “Start”

Mode Changes Not Applying

When you change a child’s mode, it should apply within 30 seconds.

Device shows “Offline”

The computer can’t communicate with Thriva servers.

Check:

• Is the computer connected to the internet?
• Can you browse websites normally?
• Is a firewall blocking Thriva?

Service not running

Solution:

1. Open Services
2. Find “Thriva Service”
3. Right-click → “Restart”

Linked accounts incorrect

Make sure the child’s mode is set, not just the device’s.

Check:

• Is the correct Windows account linked to the child?
• Are you changing the child’s mode or looking at another child?

Focused Mode Issues

ThrivaOS not appearing

When Focused Mode activates, ThrivaOS should replace the normal desktop.

Check:

• Is the child actually in Focused Mode? (Check Parent Portal)
• Is the child logged in to a linked account?
• Has the computer been restarted recently?

Solution:

1. Restart the Thriva service (see above)
2. Log out and back in to the child account
3. If still not working, restart the computer

Child can still access regular desktop

Check:

• Mode might still be “Free Time”
• Account might not be linked correctly
• Service might need restart

ThrivaOS is blank or shows error

This usually indicates a network issue.

Try:

1. Check internet connection
2. Restart the computer
3. Clear browser cache

Quiet Time Issues

Account not logging out

Quiet Time should log out the user and disable the account.

Check:

• Is the correct mode set?
• Is the account properly linked?

If account is stuck:

1. Parent can log in with their account
2. Restart Thriva service
3. The child account should then log out

Can’t log back in after Quiet Time ends

The account should re-enable automatically when Quiet Time ends.

If locked out:

1. Wait a few minutes for sync
2. Check the schedule in Parent Portal
3. Manually set mode to Free Time if needed

Antivirus/Security Software

Some security software may interfere with Thriva.

Common issues:

• Blocking the installer
• Quarantining Thriva files
• Preventing the service from running

Solution:

Add exceptions for:

• C:\Program Files\Thriva\
• ThrivaService.exe
• ThrivaDesktop.exe

Uninstalling Thriva

If you need to remove Thriva:

1. Open Settings → Apps → Installed Apps
2. Find “Thriva”
3. Click “Uninstall”

Or use Control Panel → Programs and Features.

Family Discussion Starters

Take a moment to discuss these questions together as a family:

• Are you having any issues with Thriva on your computer that we should look at together?

Still Having Issues?

If these solutions don’t help:

1. Use the AI assistant in the Parent Portal - describe your issue
2. Check the device’s debug logs (Parent Portal → Device → Logs)
3. Email support@thriva.app with:
   • Windows version
   • Error messages (screenshots help)
   • What you’ve already tried