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Troubleshooting Guide

Common issues and solutions for both developers integrating the Cirvia Parental SDK and parents using the dashboard.

For Developers​

SDK Integration Issues​

"SDK not initialized" Error

Problem: IllegalStateException when calling monitoring methods
Solution: Ensure ParentalAI.init() is called before any monitoring
  • Check that init() completed successfully
  • Verify Google account is available on device
  • Confirm API credentials are correct

Google Authentication Failing

Problem: Authentication declined or Google account not available
Solution: Verify Google Play Services setup
  • Ensure google-services.json is in app/ directory
  • Check SHA-1 fingerprint registered in Firebase Console
  • Verify user is signed into Google account

Network Errors During Monitoring

Problem: Content monitoring fails with network exceptions
Solution: Implement proper error handling and retry logic
  • Use offline queue for failed requests
  • Implement exponential backoff for retries
  • Handle network connectivity changes

OutOfMemoryError with Images

Problem: App crashes when processing large images
Solution: Optimize image processing
  • Resize images before encoding to base64
  • Process images on background threads
  • Implement proper bitmap recycling

Configuration Problems​

Invalid API Key Error

Problem: API authentication failures
Solution: Verify API key configuration
  • Check that API key starts with "pk_"
  • Ensure BuildConfig values are set correctly
  • Confirm partnership approval with Cirvia

Endpoint Not Found Errors

Problem: HTTP 404 errors when monitoring content
Solution: Verify endpoint URLs
  • Use endpoints provided during partnership setup
  • Check for typos in configuration
  • Ensure using correct API version

Performance Issues​

Slow App Performance

Problem: App becomes sluggish after SDK integration
Solution: Optimize monitoring calls
  • Move image processing to background threads
  • Implement batching for high-frequency content
  • Use debouncing for real-time text monitoring

High Battery Usage

Problem: Increased battery drain
Solution: Reduce monitoring frequency
  • Avoid monitoring every keystroke
  • Batch monitoring requests
  • Use appropriate thread priorities

For Parents​

Dashboard Access Issues​

Cannot Sign In to Dashboard

Problem: Google sign-in fails or loops
Solution: Check account and browser settings
  • Clear browser cache and cookies
  • Try incognito/private browsing mode
  • Ensure pop-ups are allowed for cirvia.vercel.app
  • Verify using correct Google account

Dashboard Shows No Data

Problem: No incidents appearing despite app usage
Solution: Verify monitoring setup
  • Check that child's apps have Cirvia SDK integrated
  • Ensure child is using monitored accounts
  • Verify app permissions haven't been revoked
  • Contact app developer for integration status

Missing Recent Activity

Problem: Dashboard shows old data but no recent incidents
Solution: Check connectivity and app status
  • Verify child's device has internet connection
  • Ensure monitoring apps are updated
  • Check if child created new accounts
  • Restart monitored apps if needed

Notification Issues​

Not Receiving Alert Emails

Problem: High-risk incidents not triggering emails
Solution: Check email and spam settings
  • Verify email address in dashboard settings
  • Check spam/junk folders for Cirvia emails
  • Add info@cirvia.co to contacts
  • Test with Demo Mode to verify notifications work

Too Many Low-Risk Notifications

Problem: Overwhelmed by minor incident alerts
Solution: Adjust notification thresholds
  • Go to Settings → Notifications
  • Set alerts for Medium and High risk only
  • Use weekly summaries for low-risk content
  • Focus notifications on specific platforms

Data and Analytics Issues​

Confusing Risk Scores

Problem: Don't understand why content received specific score
Solution: Review risk assessment factors
  • Check incident details for AI analysis tags
  • Consider platform context (public vs private)
  • Review age-appropriate guidelines
  • Use feedback feature to improve accuracy

Missing Platform Data

Problem: Child uses apps but no incidents from those platforms
Solution: Verify platform integration
  • Check if app has Cirvia SDK integrated
  • Ensure child's account is properly linked
  • Verify monitoring is enabled for that platform
  • Contact app support for integration questions

Technical Issues​

Browser Compatibility​

Dashboard Not Loading Properly

Supported Browsers:
✅ Chrome 90+
✅ Firefox 88+
✅ Safari 14+
✅ Edge 90+

Solution for older browsers: Update to latest version

Mobile Dashboard Issues

Problem: Dashboard difficult to use on phone
Solution: Use responsive features or desktop access
  • Use landscape mode for better layout
  • Access key features through quick actions
  • Consider tablet for better mobile experience
  • Desktop recommended for detailed analysis

Data Sync Problems​

Delayed Incident Reporting

Problem: Incidents appear hours later than they occurred
Solution: Understand sync timing
  • Most incidents appear within 5-10 minutes
  • Network delays can cause longer sync times
  • High-risk incidents prioritized for faster processing
  • Check device connectivity during incident time

Duplicate Incidents

Problem: Same content appears multiple times
Solution: Use filtering and bulk actions
  • Filter by platform to identify duplicates
  • Use bulk delete for confirmed duplicates
  • Report persistent duplication issues to support
  • Check if child using multiple accounts

Account and Privacy Issues​

Data Access Problems​

Cannot Download Incident Data

Problem: Export/download features not working
Solution: Check browser permissions and security
  • Allow downloads from cirvia.vercel.app
  • Disable popup blockers temporarily
  • Try different browser or incognito mode
  • Ensure sufficient storage space

Sharing Dashboard with Co-Parent

Problem: Co-parent cannot access same data
Solution: Use proper account linking
  • Both parents must use same Google family account
  • Or manually share exported reports
  • Consider dedicated co-parent features (coming soon)
  • Contact support for account linking help

Privacy Concerns​

Child Knows About Monitoring

Problem: Child discovered monitoring and is upset
Solution: Have transparent conversation
  • Explain safety reasons for monitoring
  • Reassure that trust can be rebuilt
  • Discuss age-appropriate privacy expectations
  • Consider counseling if relationship damaged

Concerned About Data Security

Problem: Worried about data privacy
Solution: Review security practices
  • Read privacy policy at docs.cirvia.co
  • All data encrypted in transit and at rest
  • No data sold to third parties
  • Can delete data anytime through settings

Emergency Situations​

High-Risk Incident Response​

Discovered Serious Threat

Immediate Actions:
1. Ensure child's physical safety first
2. Document evidence using dashboard download
3. Contact local law enforcement if criminal activity
4. Contact school if involving classmates
5. Consider professional counseling support

Cannot Reach Child During Alert

Problem: High-risk incident detected but child unreachable
Solution: Follow emergency protocols
  • Try multiple contact methods immediately
  • Contact other adults who might be with child
  • If serious threat, contact local authorities
  • Use location services if available and necessary

Platform-Specific Emergencies​

Predator Contact on Gaming Platform

Immediate Response:
1. Screenshot/download all evidence
2. Report user to platform immediately
3. Block user on all platforms
4. Contact law enforcement with evidence
5. Restrict child's access until situation resolved

Cyberbullying Crisis

School Day Response:
1. Contact school counselor/principal immediately
2. Document all related incidents
3. Request school intervention
4. Consider temporary platform restrictions
5. Provide emotional support to child

Getting Additional Help​

Support Channels​

Technical Issues:

  • Email: info@cirvia.co
  • Response time: 24-48 hours
  • Include incident IDs and error messages

Safety Emergencies:

  • Contact local law enforcement first
  • Then email: emergency@cirvia.co
  • Include all relevant evidence

Account Issues:

  • Email: accounts@cirvia.co
  • Include registered email address
  • Describe access problems clearly

Professional Resources​

Child Safety Organizations:

  • National Center for Missing & Exploited Children
  • Internet Safety 101
  • Common Sense Media

Mental Health Support:

  • Crisis Text Line: Text HOME to 741741
  • National Suicide Prevention Lifeline: 988
  • Local family counseling services
  • School counselors and social workers

Legal Resources:

  • Local law enforcement non-emergency lines
  • FBI Internet Crime Complaint Center (IC3)
  • State attorney general cyber crime units
  • Family law attorneys for custody/access issues

Frequently Asked Questions​

For Developers​

Q: How often should I call monitoring methods? A: Only when content is actually created/sent. Avoid monitoring every keystroke or real-time typing.

Q: What happens if monitoring fails? A: Implement graceful error handling - never break app functionality due to monitoring failures.

Q: Can I customize the risk scoring? A: No, but you can adjust notification thresholds and filtering in your app's settings.

Q: How do I handle users who decline monitoring? A: Respect user choice and continue normal app functionality without monitoring features.

For Parents​

Q: How much monitoring is appropriate? A: Focus on high-risk content and use lower-risk data for conversation starters rather than punishment.

Q: Should I tell my child about monitoring? A: Transparency is generally recommended - explain it's for safety, not to spy or punish.

Q: What if I disagree with a risk score? A: Use the feedback feature to help improve accuracy, and always apply your own judgment as a parent.

Q: Can my child bypass the monitoring? A: Determined teens may find ways around it. Focus on education and trust-building alongside monitoring.

Prevention Tips​

For Developers​

Avoid Common Mistakes:

  • Don't hardcode API keys in source code
  • Always handle monitoring errors gracefully
  • Process images on background threads
  • Test with real content scenarios

Best Practices:

  • Use proper configuration management
  • Implement comprehensive error handling
  • Follow platform-specific integration guidelines
  • Test offline scenarios thoroughly

For Parents​

Proactive Safety Measures:

  • Have regular online safety conversations
  • Keep devices in common areas when possible
  • Know your child's online friends and activities
  • Stay informed about new platforms and trends

Building Digital Trust:

  • Start with transparency about monitoring
  • Gradually increase privacy as child matures
  • Focus on education rather than punishment
  • Celebrate good digital citizenship

Escalation Procedures​

When to Contact Support​

Developer Issues:

  • SDK integration failures after following documentation
  • Performance problems affecting app functionality
  • API errors that persist despite troubleshooting
  • Questions about platform-specific implementations

Parent Safety Concerns:

  • High-risk incidents requiring guidance
  • Suspected system failures during emergencies
  • Questions about law enforcement procedures
  • Need for professional consultation

Information to Include​

Technical Issues:

  • SDK version and Android API level
  • Error messages and stack traces
  • Steps to reproduce the problem
  • Device/platform information

Safety Issues:

  • Incident IDs and timestamps
  • Platform and context information
  • Actions already taken
  • Urgency level of situation

System Status​

Checking Service Health​

Dashboard Status:

  • Visit status.cirvia.co for real-time service status
  • Check social media @CirviaSupport for updates
  • Dashboard header shows connectivity indicator

API Status:

  • SDK automatically handles temporary outages
  • Failed requests are queued for retry
  • Check logs for persistent API failures

Planned Maintenance​

Advance Notice:

  • Maintenance scheduled during low-usage hours
  • Email notifications sent 24 hours in advance
  • Dashboard banner shows upcoming maintenance
  • Critical safety monitoring continues during maintenance

Version Updates​

SDK Updates for Developers​

Staying Current:

  • Follow semantic versioning (major.minor.patch)
  • Test new versions in development environment first
  • Review changelog for breaking changes
  • Update dependencies as recommended

Update Process:

  1. Review release notes thoroughly
  2. Test in development environment
  3. Update production apps during low-usage periods
  4. Monitor for issues after deployment

Dashboard Updates for Parents​

Automatic Updates:

  • Dashboard updates automatically
  • No action required from parents
  • New features announced via email
  • Optional training provided for major changes

Browser Compatibility:

  • Keep browsers updated for best experience
  • Clear cache if experiencing issues after updates
  • Contact support if features stop working

Data Recovery​

Lost Access Recovery​

Account Recovery:

  • Use "Forgot Password" with registered email
  • Contact support with account verification
  • Provide identification if necessary
  • Recovery typically completed within 24 hours

Data Backup:

  • Incident data automatically backed up
  • Export data regularly for local backup
  • No parental action required for system backups
  • Contact support for historical data recovery

Incident Data Recovery​

Accidentally Deleted Incidents:

  • Contact support within 30 days
  • Provide incident IDs if available
  • Explain circumstances of deletion
  • Recovery possible in most cases

Platform Account Changes:

  • Re-link accounts when child changes usernames
  • Update monitoring settings for new accounts
  • Historical data preserved under original accounts
  • Contact support for account migration help

Still having issues? Contact our support team at info@cirvia.co with detailed information about your problem. Include screenshots, error messages, and steps you've already tried for fastest resolution.