Agent Manual

Welcome to CloudVeil!

This material is organized for anyone interested in learning more about CloudVeil’s products, especially those of you who are helping install and use CloudVeil filters.
We recognize that many of you may be familiar with one or two of our products but may not have experience with all of the device options we have available for numerous types of devices. We’ve tried to prepare this material to be basic enough to understand, but technical enough to be helpful.
CloudVeil welcomes the help of those in local congregations who are supporting this work. Thank you for your efforts.

 

Website

About CloudVeil.org Accounts
  • Your CloudVeil.org account is where you will purchase and manage your filter subscriptions.
  • The credentials for your CloudVeil.org account do not integrate with any of our products. They are solely for accessing your account on the website. This is due to the fact that we offer multiple filters and variations of those filters. For example, if you purchase a CloudLocker/Blue Android filter, you will not use your CloudVeil.org credentials to log in to the filter. Rather you will be emailed a separate set of credentials along with the setup instructions after the purchase.
    The same email address is usually used, but in a number of cases, the pin or password for your filter will determine which settings get applied, such as whether the camera or app store is enabled or disabled.
  • These are subscription based services. When you make a purchase, you are starting an auto renewing subscription. So, when you come back in 3 months and purchase another filter from the website, it starts another subscription. If you would like to keep all your filters on one subscription, you can email us at support@cloudveil.org and request that we merge your subscriptions or add additional devices to your account.
  • CloudVeil offers a 3+ device quantity discount, but all 3+ devices need to be ordered on the same subscription for this to apply automatically. If you have 3 or more devices on the same account but not on the same subscription, you may contact us at support@cloudveil.org and we will manually apply the discount.
  • It is possible to have different payment methods (credit cards) entered for separate subscriptions on the same account.
  • To see current subscriptions for a user, log in to CloudVeil.org, go to the My Account tab, then go to Subscriptions.
  • If you forget the password for your account, please use the Forgot Password link to reset it using the email address associated with your account. Our support agents cannot see your password in our system, and will have to generate a new one for you.
  • When a credit card is expired or otherwise declined, you will be contacted to update your payment information. To do so, please log in your account at CloudVeil.org and go to Payment Methods under the My Account tab, or call us at 1 (888) 782-4962 with your information. PLEASE, DO NOT EMAIL US YOUR CREDIT CARD INFORMATION!! EMAIL IS NOT SECURE ENOUGH TO SAFELY TRANSFER CONFIDENTIAL PAYMENT INFORMATION.
Purchasing Tips
  • When purchasing multiple Blue Browsers for iOS, you should add them to the cart one at a time, then check out all items together, rather than by using the Qty selector. Then make sure and enter an Apple ID for each one.
    If you’re using the same Apple ID on multiple devices or your device is setup to share apps using Family Sharing, you need to purchase a subscription for each device but only need 1 code to install the app. To install on additional devices, open the App Store, go to Updates > Purchased > My Purchases > All and search for Blue.
How Orders Are Filled:

When you order a filter from CloudVeil, you’ll receive an email after each order with instructions on how to proceed. Here is an outline of the process for each filter:

  • CloudLocker, CloudLocker/Blue and CloudLocker VPN for Android: This filter is automatically provisioned and you will receive an email within several minutes of purchase, containing credentials and instructions to install the filter. Please check your SPAM folder if you do not receive one, and mark as “Not Spam” if you find it there.
  • Blue Browser for iOS: This filter is automatically provisioned and you will receive an email within several minutes of purchase, containing credentials and instructions to install the filter. Please check your SPAM folder if you do not receive one, and mark as “Not Spam” if you find it there.
  • Global for iOS: These filters are now provisioned automatically. You will receive a confirmation email immediately after purchase with a link to your “My Filters” page. You will need to click on the “Setup New Device” button to enter the serial number of your device and be directed to install instructions.
  • Unified Agent, Windows/Mac: This filter is automatically provisioned and you will receive an email within several minutes of purchase, with instructions on how to download your installers and instructions from the Downloads section of your CloudVeil.org account.
  • Unified Agent, Network: Please contact us before purchasing this product so we can help determine if it is right for your situation, and then we can work with your IT person to deploy.
  • Router System: This router is manually programmed by CloudVeil personnel before it is shipped out. We try to get these orders sent out in 2 to 4 business days.
Accounts and Accountability

Even with many of the advancements in mobile device filtering, not all of our options are completely lockdown, meaning someone needs to be accountable for admin responsibilities of holding a passcode, monitoring email alerts, etc. A few considerations for accountability:

  • Generally, it is best if youth do not purchase filters under their own name or email address. Their devices should rather be added under a parent or other guardian’s account. For example, we grant unblock requests in some cases. If the account holder is the one making the request and confirms they want the unblock to proceed, we will do so in some cases even if it is an app such as Pinterest that contains adult material. So, if the youth has his or her own account, they may confirm they are ok with unblocking a particular app or site, and their parents have no knowledge of the request.
  • The Accountability field on the order form is still a work in progress. We plan to integrate this field further into our system in the future, possibly providing reports, etc. If CloudVeil Support is in question over a particular unblock/ uninstall request, an accountability partner’s information may be requested if it is not already listed on the account. If there is accountability information on the account already, we may contact that individual with the request before proceeding.
  • CloudLocker requires a PIN or pattern to be set on the initial install. This PIN or pattern should be held by someone other than the device’s primary user. CloudLocker’s server locks reduce the need for this, but especially in youth situations, it’s much better that a parent holds the PIN to allow new apps before first use.
  • The Unified Agent is more of a lockdown solution. It cannot be uninstalled without requesting a code from CloudVeil Support. If needed, we have the option with this filter of emailing some basic weekly reports.

Products

Overview

Cloudveil filters work in a variety of ways depending upon the device and operating system, etc. For mobile devices, think of filtering in two parts: web filtering and app filtering or control. In the past most mobile filters have needed a combined approach of a filtered browser with app controls to lock out unfiltered apps. With recent developments in whole device filters, there are new options that can filter most apps on the device, and make app controls a lesser part of the equation.
Mobile Device Management (MDM) programs aimed at enterprise and education sectors allow control over apps and settings. CloudVeil leverages several of these programs (AirWatch & CloudLocker) for filtering purposes on a number of our mobile device filters.
Desktop filters are generally more basic to install and route all Internet traffic through our cloud server. This outline will provide a basic explanation of how each filter works.

Android Filters

Android filtering can be thought of in two parts. The first part is the apps, some of which are safe and some of which allow unfiltered web access, (such as thru an in-app browser), requiring them to be blocked. Second is the filtered browser for searching the internet. Our Global filter options bring the best features of app controls and web filtering into a complete package, providing filtering for the many in-app browsers available today.

  • Cloudlocker– is an app locker + Mobile Device Management (MDM) solution that manages apps on Android. It checks each app installed on your device against a list on our server. It then either Server Locks the app, or allows it based on the app’s rating. You will not be able to unlock Server locked apps on the device. Server locks can be only removed by special request to support@cloudveil.org or by clicking Request Unblock from within the CloudLocker app. You can apply device locks to any app that is not server locked, and they will be protected by the Cloudlocker passcode or PIN.
    Adults –Apps Subject to Content Rating as described above.
    Youth – Apps Default to Blocking: All newly installed apps will be blocked and require the local passcode to be entered to unlock. Apps are also subject to Content Rating.
  • CloudLocker/Blue– This plan includes CloudLocker app management and adds the Blue browser, which is a custom Firefox build, routed thru CloudVeil’s filter servers.
  • CloudLocker Global Proxy – CloudLocker can force all internet traffic through our filters. The Google App, Chrome, and Internet will be server unlocked by default and filtered. The above Adult and Youth options still apply as usual. With newer Samsung devices this feature can simply be turned on. Older Samsungs and other brands will require a factory reset prior to installing CloudLocker.
  • CloudLocker VPN – This is our newest Android filter offering. It uses a VPN connection to route browsers and some other apps thru the filter and allows filtered use of the Google app, Chrome, and Google voice search.

*See cloudveil.org/global-android/ for a comparison chart.

*See cloudveil.org/app-filtering/for Global and VPN app filtering details.

iOS Filters

iPhone & iPad filtering is a bit different from Android when it comes to app controls. Apple does not allow developers to build apps that control other apps, which means it’s not possible to build an app locker for iOS devices. There are, however, app controls built into iOS. These will need to be configured and the passcode kept by a trusted individual. With MDM, some of these settings can be controlled by Cloudveil. Once again, the Global option will offer the best filtering and user experience, but comes with the inconvenience of having to reset the device to install.

  • Blue Browser– This is a stand-alone filtered browser. It does not filter other apps and does not control or lock anything else on the device. Restrictions will need to be configured manually and the passcode should be held by a trusted individual. It can be considered a good replacement for the K9 Web Browser many have used for the last several years.
  • Restricted– This plan uses our AirWatch MDM server to apply restrictions on the device. There is no web browser or App Store included on this plan and certain blacklisted apps generate a compliance violation email. Users wanting this arrangement plan, (but with some apps that may include in-app browsers) would be better served by our Global for iOS, requesting Safari and the App Store be locked.
  • Basic Plus– This is our original MDM plan. It controls some of the device restrictions, such as restricting camera access, disabling Safari, and setting the age rating for the App Store to 12+. It includes the Blue Browser, which is automatically pushed to the device when AirWatch is installed.
  • Global for iOS– This is a whole device filter, routing all web traffic through Cloudveil’s filter server. It uses a feature in iOS called Supervision, which enables an MDM to control additional settings and restrictions. To supervise a device, it must first be factory reset and then physically connected to the Supervision software using a USB cable. We use a program called GroundControl to enable Supervision and automatically enroll the device in our MDM, AirWatch. Airwatch sets the global proxy to use CloudVeil’s filter servers, installs security certificates, and hides system apps such as Music and Podcasts, as well as some other apps that bypass the filter. There is no visible app on the device when using the Global filter, however, a device Supervised by CloudVeil will display a message at the top of the Settings page.

*See cloudveil.org/app-filtering/ for general app filtering details.

iOS Notes
  • iOS MDM: Unfortunately, the MDM profiles used in our Restricted, Basic Plus & Global plans can be removed from the device. These cannot be locked down, but AirWatch will generate an email to the account holder anytime a device is un-enrolled.
  • Websites > Limit Adult Content– A number of our users have asked why the Limit Adult Content option in the iOS Restrictions is not recommended. A quick test would show it is quite effective in blocking adult websites. Part of the problem with Limit Adult Content lies in the fact that it does not block many social network and media sharing sites. Sites like Twitter, Facebook, Pinterest, and Youtube are not blocked and offer easy access to offensive material. This renders this option somewhat ineffective. Limit Adult Content is a very useful feature that can be used in conjunction with other filtering methods. If there are certain sites that you would like to block, you can add them to the Never Allow list. This blacklist will block sites device-wide including in in-app browsers and even the Blue browser.
  • Websites>Specific Websites Only– This option can be a good option when needing to lock a device down, but allow access to a few websites. Most adult users will not find this to be a good long term solution, but some have used it quite effectively for youth’s phones or special circumstances.
Windows Filter
  • CloudVeil for Windows –. CloudVeil for Windows is being built from the ground up to meet our specifications and will offer full content scanning/filtering for each webpage that is accessed. All filtering will take place locally on the device rather than connecting to a remote server for filtering. It will have a significant speed advantage over other Windows filters.
Mac Filter
  • Unified Agent: The BlueCoat Unified Agent uses a VPN connection to route all traffic through CloudVeil’s BlueCoat filter server. It works quite well in most cases and has quite accurate filtering lists. It does not work well in very low bandwidth areas (less than 1 mbps) such as some mission fields or other remote locations. It does not work at all with certain satellite ISPs.
Network Filters
  • Unified Agent– If you have 10 or more computers, we recommend that you install the filter on an enterprise grade firewall which then filters all HTTP and HTTPS traffic on your network. This is rather technical to install and will require someone knowledgeable in IT. Figure a startup cost of at least $1,000 including the firewall.
  • CloudVeil Router System– This a DNS filter that forces all traffic on the network to use CloudVeil’s DNS servers. This method is less intrusive than the Unified Agent firewall filter as it does not require certificates installed on client devices to work. It is a good solution for churches, schools, and business wanting an extra layer of protection. It is not recommended as the only filter solution, but to be used together with on device filters. DNS filtering only works at the domain level so it is more limited than our other filter offerings.

Installation Instructions & Tips

These instructions are for process reference only and do not contain actual sign-in credentials. Please use the credentials you receive from CloudVeil when the filter is purchased.

CloudLocker/Blue Android
  • CloudLocker/Blue Video Tutorials: https://cloudveil.zendesk.com/hc/en-us/articles/210712283-Android-Video-Tutorials
  • We use Pin codes to set the desired method of blocking that you want during installation. Here are the common Pin codes for your reference. You can use these Pin codes to install CloudLocker on any Android device as long as you use an email address that is tied to a valid CloudLocker subscription. This makes it much easier to help people transfer CloudLocker to a new device.

156435 CloudLocker Only – Camera Blocked
320587 CloudLocker Only – With Camera
157150 CloudLocker / Blue – Youth – Camera Blocked
215698 CloudLocker / Blue – Youth – With Camera
123984 CloudLocker / Blue – Adult – Camera Blocked
516843 CloudLocker / Blue – Adult – With Camera
384849 CloudLocker VPN – Adult – With Camera – Browsers and specified apps only use VPN
384950 CloudLocker VPN – Adult – With Camera – All apps use VPN unless explicitly bypassed

384328 CloudLocker Global Proxy -Adult – With Camera -Global (click here for more details)

Blue Browser iOS

iOS Screen Time/Restrictions Basic Guide

Install Instructions:

  1. Open the App Store on your device.
  2. Select the Featured tab at the bottom and scroll down to “Redeem”.
  3. Then choose “You can also enter your code manually” and enter your code: 12EXAMPLE34
  4. The app will now install as normal.
  • The Blue browser app will be tied to the Apple ID it is first installed with. You can find it any time after the first install by going to the App Store>Downloads>Purchased as long as the device is still signed in to the same Apple ID. Please note that this app is sold & priced per device, and is currently on the honor system. If you have it on two devices, even with the same Apple ID, you need two current subscriptions.
  • Transcoding Error: Some users have encountered a transcoding error when trying to search with this app. In this case, the problem should be fixed by disabling the option “Site Compression (Google)” in the “Web Sites” settings. Also, deleting and reinstalling the app has fixed this error in most cases.
Restricted / Basic Plus iOS / Global for iOS

iOS Global Install Guide

  • An email is sent after the purchase is complete with a link to the users “My Filter” page of their cloudveil.org account.
  • Clicking the Setup New Device button will present a field to enter the devices serial number, and once that is saved you will be presented with a link to the appropriate install instructions page.
  • The Ground Control Launchpad is just a means to Supervise the device and automate the MDM (AirWatch) enrollment. You can use your Launchpad on as many devices as you like. We just need to have the serial numbers entered into our system before you start the process. Some congregations have a user or two who have become familiar with the install process and do many of the devices in their congregation. This works quite well as it saves our support agents time and often saves the users a bit of frustration by not having to muddle through a somewhat complicated install process.
  • GroundControl profile downloads are triggered by an erased iOS device being plugged into the computer. CloudVeil Support can trigger profile downloads manually to supervised devices. If GroundControl runs, but fails to successfully install the AirWatch profiles, we can reinstall them without needing to erase the device again. This also works if someone removes management profiles in the Settings. You can just start the Launchpad on your computer, plug in the device and let Cloudveil Support know you need the profile pushed again. The device does need to be unlocked, so if you have a passcode, you’ll need to have it entered before the profiles are pushed.
  • Tips for Contacts: Some users have experienced an issue where they lose contacts after restoring, even after following instructions and making sure contacts are toggled on in iCloud. This is a result of some contacts being stored on the phone and not backed up to a cloud account. Contacts can be synced to iCloud, a mail account such as Gmail, or just stored locally on the device.
  • Prior to installing and the erasing the device, it is a good idea to open Contacts and “Groups” in the top left corner.
    1. If there are no groups here, there is a good chance the contacts are only saved to the device. They must be synced to a cloud account so they can be restored after the filter is installed.
    2. In the Groups page, make sure there is not an “iPhone” account in the list with iCloud, Gmail, etc.
    3. If you suspect not all contacts are syncing, go to Settings>iCloud and toggle Contacts off and back on, and choose “Merge Contacts” when prompted. This will sync all contacts on the device to iCloud. Another check you can do is to log in with your Apple ID into iCloud.com from your computer and see if your contacts are all there. If you are doing filter installs for others, it is a good idea to do this before starting each time. The content that you can see in your account at iCloud.com will restore when your Apple ID to your filtered device is used on your device. (This works for the Notes app as well.) If you have a Gmail or other account in Contacts/Groups, remember that you’ll need to set up this account in the Mail app and toggle contacts on to have them show up after installing the filter.

  • Two Step Authentication Trouble with Apple ID: Some users have experienced an issue where upon installing the Global iOS filter, they are asked to verify their Apple ID with a code sent via SMS/text. Because this code comes in before the setup is complete, it is impossible to retrieve it from the device at this point. If you have another iOS device signed into the same Apple ID, you can verify and get your code from it. If not, follow these instructions to get your Apple ID verified.
    1. Go back to the Apple ID screen, but instead of entering your Apple ID, choose “Don’t have an Apple ID or forgot it?”, then “Set Up Later in Settings”, and then “Don’t Use”.
    2. Now go ahead and complete the rest of the set up. If you have already received a Verification Code, open Messages and make a note of it. If not, then you’ll receive one during the following sign-in process.
    3. Next, open Settings, scroll down to iCloud, enter your Apple ID, and then the verification code when prompted.

Support and Troubleshooting

How to obtain support.

  • Knowledgebase– Search our knowledgebase at https://cloudveil.zendesk.com/hc/en-us for answers to frequently asked questions. Feel free to suggest questions to add or ideas to improve this support material.
  • support@cloudveil.org The preferred method of support is to start support ticket by emailing support@cloudveil.org. These emails will be entered into our support system, a ticket will be created and assigned to one of our technical support people, who will do their best to see to it that your questions or requests are answered.
  • Phone– Sometimes, you just need to talk to someone. Our number is (888) 782-4962. The phones are answered during 9AM to 5PM CST by one of our secretaries, and they will gladly help with subscription/order issues, requests for filter install info, etc. For other issues, they can transfer you to a technical support agent for further support.

How to transfer your filter subscription to a new device.

One of the most common support requests we deal with is how to transfer a current filter subscription to a new device. This section will provide a brief outline of how this process works with each filter.

  • CloudLocker/Blue/VPN: We use Pin codes to set the desired method of blocking during installation. Here are the common Pin codes for your reference. You can use these Pin codes to install CloudLocker on any Android device as long as you use an email address that is tied to a valid CloudLocker subscription. This makes it much easier to help your users transfer CloudLocker to a new device.

156435 CloudLocker Only – Camera Blocked
320587 CloudLocker Only – With Camera
157150 CloudLocker / Blue – Youth – Camera Blocked
215698 CloudLocker / Blue – Youth – With Camera
123984 CloudLocker / Blue – Adult – Camera Blocked
516843 CloudLocker / Blue – Adult – With Camera
384849 CloudLocker VPN – Adult – With Camera

  • Blue Browser iOS– Once you’ve purchased and installed the Blue Browser for iOS, it will be available to install on new devices by signing in with the same Apple ID and going to App Store>Updates>Purchased. Please note that this app is sold & priced per device, and is currently on the honor system. If you have it on two devices, even with the same Apple ID, you need two current subscriptions.
  • Restricted, Basic Plus iOS, Global iOS – Please use the “Transfer to new device” button beside the current install listed in the iOS section of your My Filters page. This will create a support ticket for us to remove your old device, and it will allow you to proceed right away with installing your filter on your new device.
  • Windows Unified Agent– Please log into your account at cloudveil.org, go to My Account>Downloads and download the installer, certificate, and the instructions if needed. Email support@cloudveil.org for instructions to uninstall the filter on the old machine. Please note that this filter is priced per device and is on the honor system. If you have the filter installed on two machines, you need two current subscriptions to the service.
  • Mac Unified Agent– Please log into your account at cloudveil.org, go to My Account>Downloads and download the installer, certificate, and the instructions if needed. Email support@cloudveil.org for instructions to uninstall the filter on the old machine. Please note that this filter is priced per device and is on the honor system. If you have the filter installed on two machines, you need two current subscriptions to the service.
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