Common Issues

Common Issues

Quick solutions to problems Thriva users frequently encounter.

Device Issues

Device Shows “Offline”

Symptoms: Device appears offline in Parent Portal despite being connected to the internet.

Solutions:

1. Verify the device has a working internet connection
2. Restart the Thriva service:
   • Windows: Restart the computer, or restart ThrivaService from Services
   • Android: Force stop and reopen the Thriva app
3. Check if firewall is blocking Thriva connections
4. Wait 2-3 minutes - status updates every 30 seconds

Mode Not Changing

Symptoms: Scheduled mode change doesn’t happen, or device stays in wrong mode.

Solutions:

1. Check for active temporary overrides in Parent Portal
2. Verify schedule is set for the correct days
3. Confirm time zone setting in account settings
4. Ensure device is online and connected
5. Manually trigger a mode change to verify connectivity

Thriva Service Won’t Start (Windows)

Symptoms: ThrivaService shows as “Stopped” and won’t start.

Solutions:

1. Run the Thriva installer again (repairs service)
2. Check Windows Event Log for specific errors
3. Verify device is registered (run ThrivaSetup again if needed)
4. Check if antivirus is blocking Thriva (add exception for C:\Program Files\Thriva\)
5. Contact support with error details

App/Website Issues

Approved App Not Available

Symptoms: An app that should be available in Focused Mode isn’t showing.

Solutions:

1. Verify the app is added to approved list
2. Check if rule is set to correct mode (Always vs Free Time Only)
3. Ensure settings have synced (wait 1-2 minutes)
4. Restart ThrivaOS (close and reopen the kiosk)

Website Blocked When It Shouldn’t Be

Symptoms: Approved website shows as blocked.

Solutions:

1. Check exact URL spelling in rules
2. Some sites use different domains (try adding www. version)
3. HTTPS vs HTTP matters - approve both if needed
4. Check if site is in a blocked category that’s overriding individual rules

New Apps Not Appearing

Symptoms: Recently installed apps don’t show in app rules.

Solutions:

1. Wait 5-10 minutes for sync
2. Open the app once on the device to trigger detection
3. Manually refresh app list in Parent Portal
4. Verify device is online and checking in

Schedule Issues

Schedule Not Applying

Symptoms: Created schedule doesn’t take effect at expected time.

Solutions:

1. Verify schedule is enabled (not paused)
2. Check that days of week are correct
3. Confirm start and end times
4. Look for conflicting schedules
5. Verify time zone matches your location

Unexpected Mode Changes

Symptoms: Mode changes when not expected.

Solutions:

1. Check all schedules for this child
2. Look for overlapping schedules
3. Review temporary overrides
4. Check if another parent made changes

Account Issues

Can’t Log In

Symptoms: Login fails with correct credentials.

Solutions:

1. Use “Forgot Password” to reset password
2. Check if using correct email address
3. Clear browser cache and cookies
4. Try a different browser
5. Check if account email is verified

Not Receiving Emails

Symptoms: Password reset or verification emails not arriving.

Solutions:

1. Check spam/junk folder
2. Verify email address is correct
3. Add thriva.app to safe senders
4. Wait a few minutes and check again
5. Try requesting email again

Settings Not Saving

Symptoms: Changes made in Parent Portal don’t persist.

Solutions:

1. Wait for “Saved” confirmation before navigating away
2. Refresh the page and verify change applied
3. Check internet connection
4. Try a different browser
5. Clear browser cache

Task Issues

Tasks Not Showing for Child

Symptoms: Created tasks don’t appear in child’s ThrivaOS.

Solutions:

1. Verify task is assigned to correct child
2. Check task due date isn’t in the past
3. Ensure task isn’t marked complete already
4. Wait for sync (up to 2 minutes)
5. Have child refresh their dashboard

Rewards Not Applying

Symptoms: Completed tasks don’t award screen time/points.

Solutions:

1. Check if task requires parent verification
2. Verify reward is configured on the task
3. Look for completion in task history
4. Bonus time might be waiting for next Free Time period

Getting More Help

If these solutions don’t resolve your issue:

1. Check detailed troubleshooting guides:

   • Windows Troubleshooting
   • Android Troubleshooting

2. Ask the AI Assistant: Click the floating AI button for personalized help

3. Contact Support: Use the Help option in the Parent Portal