What to do when "No Records Found" appears on reports.

What does this mean? 

The "No Records Found" feature added to the e-mail summary report serves as an indicator that the device in question hasn't recorded any activity within the timeframe of the report (daily or weekly).

What to do: 

If the device wasn't in use during the timeframe of the report, then this message can be ignored; the device wasn't in use, so it wouldn't be possible for Accountable2You to capture activity on an unused device. 

If the device was in use during this timeframe, however, it typically indicates that there is an issue with the software's ability to capture activity on the device. This may be the result of a problem with the device, the software, or the result of intentional tampering. 

Please find your specific device type below for tips on troubleshooting device-related issues.


Android

  1. Check to ensure that Accountable2You is still installed on the device. Consider opening the Play Store, searching for Accountable2You, and ensuring that your device is running the latest version of the app. If you do not find Accountable2You on the device, please re-download it from the Play Store. Our Android install instructions can be found here.
  2. Open the Accountable2You app. For many issues, an error will be shown along with instructions on re-activating critical services for the app.
  3. If these steps do not help to resolve the issue, please open the Accountable2You app, select "Diagnostics," and select "Email to Accountable2You" and send that to us. Our support team will review the diagnostic report and will work with you to resolve the issue.


Apple iOS (iPhone, iPad, iPod Touch)

  1. Check to ensure that the Accountable2You app is still installed on the device. If not, please re-download it from the App Store. You can view our iOS install instructions here.
  2. If you are using the Accountable2You Browser: Verify that the user is using the A2U Mobile app to browse the internet. Because of Apple's restrictions, Accountable2You cannot monitor other applications on the device. If the user is not using the A2U Mobile browser for internet activity, then this will result in "No Records Found."
  3. If you are using the Accountable2You VPN: Open the Accountable2You app and verify that the homepage of the app says "VPN Status: Connected." If it does not, click "VPN Settings" and walk through the steps of enabling the VPN. If it does say "Connected," but you're still not seeing any records, check out our troubleshooting guide here for further tips.
  4. If you continue to experience issues or if you have any questions, please contact our support team, who would be glad to assist you.


Windows

  1. Check to ensure that Accountable2You is still installed on the device. If the software is installed, you should see it listed among your programs. If the software is monitoring, you should see the A2U icon in the bottom-right corner of your screen in the toolbar (you may need to click a small up-arrow to reveal all icons). If Accountable2You is not installed, please re-install the software.
  2. If Accountable2You is installed and the icon is present, but you still do not see any records on your reports, right-click the A2U icon and select "Diagnostics." When the window opens, click "Run Diagnostics." Copy and paste the results in an e-mail to support@accountable2you.com. Our support team will review the diagnostic report and will work with you to resolve the issue.
  3. If Accountable2You is installed, but the icon is not present, open your Task Manager (CTL+ALT+DEL) and click on the "Startup" tab. Ensure that Accountable2You is listed among the startup programs and that the status is set to "Enabled." If it is disabled, re-enable it. If it is not listed, consider uninstalling and re-installing Accountable2You so that the software can reset itself to the correct settings.
  4. If you continue to experience issues or if you have any questions, please contact our support team, who would be glad to assist you.

Apple Mac Computers

  1. Check to ensure that Accountable2You is still installed on the device. If the software is monitoring, you should see the A2U icon in the toolbar. If you do not see the icon, in the Spotlight Search bar, type "Accountable2You" and see if the program is installed on your computer. If it is, click on it to re-start it. If it is not installed on your computer, please re-install the software.
  2. If Accountable2You is installed and the icon is present, but you still do not see any records on your reports, click the A2U icon and select "Diagnostics." Copy and paste the results in an e-mail to support@accountable2you.com. Our support team will review the diagnostic report and will work with you to resolve the issue.
  3. If you continue to experience issues or if you have any questions, please contact our support team, who would be glad to assist you.


Chromebooks

  1. Check to ensure that Accountable2You is still installed on the device. You should see the A2U icon in the top-right corner of your Chrome browser. If you do not, check your Extensions (Settings > Extensions) and ensure that Accountable2You is listed and enabled. If Accountable2You is not listed, please re-install the extension.
  2. If the Accountable2You extension is installed and you see the A2U icon on your browser, click the icon. You should see all green checks to indicate that the extension is operating correctly. If there is an error detected, you will see a red "X" with instructions on resolving the issue.
  3. If you continue to experience issues or if you have any questions, please contact our support team, who would be glad to assist you. If you have a red "X" (from step 2), please also let us know which section is showing that error.


 Linux

  1. Check to ensure that Accountable2You is still installed on the device. You should see the A2U icon in the top toolbar of your desktop. If you do not, search your computer for “Accountable2You” and see if it is installed. If so, restart the application. If Accountable2You is not found, please re-install the application.
  2. If the Accountable2You app is installed and you see the A2U icon in your desktop toolbar, click the icon and select “Diagnostics.” Next, click “Copy to clipboard” and then paste the results in an e-mail to support@accountable2you.com. Our support team will review the diagnostic report and will work with you to resolve the issue.
  3. If you continue to experience issues or if you have any questions, please contact our support team, who would be glad to assist you.
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