"No Records Found" message in report emails
When you see the "No Records Found" message in your email summary reports, it indicates the device in question has reported no activity within the timeframe of the report (either the past day or the past week).
However, this may not be a reason for concern on its own — in addition to the troubleshooting steps below, consider these details:
- Has the device been used? If the device wasn't used within the past day or week, it makes sense to see no activity.
- Was the app reinstalled or installed on a new device? Each time the app is installed, it creates a new device on the account. You may need to ask the device user to invite you to be a partner again.
If a device was in use on the day or week of the report, there are several possible causes for a lack of activity, including an issue with the device, an issue with the A2U app, or an act of tampering with the monitoring.
Suggested next steps:
Step 1. Restart your device
Restarting your device is a good first step, as it can resolve many issues. After restarting your device, check the reports to see whether activity records begin to show up.
Step 2. Make sure Accountable2You is installed
Depending on the situation, A2U’s monitoring app may not be set up correctly. Here’s how you can confirm it’s still running on your device:
- iOS or Android: Scroll through your list of apps and see whether “Accountable2You” or “Accountable2You Monitoring” are present.
- Windows: Look for A2U’s icon in the system tray (the small ‘up’ arrow near the time). If you don’t see it, open the Start Menu, search for “accountable2you”, and select Accountable2You [version number].
- Mac or Linux: Look for A2U’s icon in your menu bar (near the time). If you don’t see it, try opening A2U from Launchpad (Mac), or run the terminal command accountable2you.diagnostics (Linux).
- Chrome OS/browser: Select the 3 dots in the upper right and select Extensions. Look for the Accountable2You extension.
If Accountable2You does not appear, reinstall the A2U app or contact Support at support@accountable2you.com for further guidance.
Step 3. Check the diagnostic information
Open the Accountable2You monitoring app and select Diagnostics. For many monitoring issues, an error will be shown - follow any prompts to re-enable necessary device permissions.
If you still aren’t seeing activity, we’re glad to take a look! To give us a head start, please follow the steps linked here to send the device’s diagnostic information to our friendly Support team.