Send a Diagnostic Report

Tracking and monitoring activity on a wide variety of devices is an admittedly complicated and technical task. The good news is that we're up for the challenge and ready to help!

Diagnostic reports enable our team to more efficiently diagnose and assist with any questions or issues you have.

When should I send a diagnostic report to A2U Support?

Diagnostic reports prove helpful in nearly every situation, so it's always a bonus to see one included in your email. With that in mind, we've included a few specific situations below where a diagnostic report is often necessary to diagnose the root problem:

  • No activity detected or shown on reports
  • Not sure if the device is being monitored
  • Can't find the device on your account
  • Other device-related issues

How to send a diagnostic report

Locate your device type below for specific steps. When you send a diagnostic report to our Support Team, remember to also include your questions or a description of the details about the issue you’re experiencing. Any specific details you can provide may be useful!

In this article:

We always reply back to the email address from which we received the diagnostic report. If you're emailing us from an address other than your own (e.g., your child's email address), please let us know what email address we should reply to instead.

Android

  1. Open the Accountable2You monitoring app on the device in question.
  2. Tap the Diagnostics button and wait for the diagnostic information to appear.
  3. Tap Send to Support.
  4. In the box that appears, provide any additional details about the issue you're experiencing.
  5. Tap Send Now, and an email will be sent to our team!

iOS (iPhones & iPads)

  1. Open the Accountable2You monitoring app on the device in question.
  2. Tap the Diagnostics button.
  3. Tap Email to Accountable2You.
  4. Add any additional relevant details to the email; a specific question or symptom, the error message you're seeing, etc.

Windows

(Depending on your version of Windows or Accountable2You, these steps may differ slightly.)

  1. On the Windows taskbar, by the clock (usually in the bottom-right), find the small A2U icon.
    • If you don't see that icon, you may need to click the up-arrow button to show any hidden icons. 
  2. Right-click the A2U icon and then select Diagnostics in the pop-up menu.
  3. Once the report info appears, click the Copy to Clipboard button toward the bottom of the Diagnostics window.
    • Blank window? You may have an older version that requires you to first click Start Diagnostics.
  4. Open your email and start a new email to support@accountable2you.com. In the message body, right-click and select Paste to add the info you copied previously.
  5. Add any additional relevant details to the email; a specific question or symptom, the error message you're seeing, etc.

Mac

  1. In the menu bar by the clock, find the small A2U icon and click on it.
  2. Select Diagnostics in the pop-up menu.
  3. Select all the text that appears (CMD + A) and then right-click and select Copy.
  4. Open your email and start a new email to support@accountable2you.com. In the message body, right-click and select Paste to add the info you copied previously.
  5. Add any additional relevant details to the email; a specific question or symptom, the error message you're seeing, etc.

Chrome

  1. Open your Chrome web browser.
  2. In the extension tray, toward the top-right corner of the browser, click the small blue and green A2U icon.
    • Notice a gray-scale version of the same icon? You can ignore that icon for now.
    • Don’t see the icon? Click the puzzle piece icon, then click on Accountable2You in the Extensions menu.
  3. After clicking the A2U icon, a window will appear with a few options – select Diagnostics here.
  4. Choose Send to Support, and add any additional relevant details to the note (a specific question or symptom, the error message you're seeing, etc.).
  5. Select Send now, and our team will receive your email shortly! 

Linux

Terminal

  1. Open terminal and run: accountable2you.diagnostics (case-sensitive).
    • Does the diagnostic command fail? If yes, it means you're using an older version of Accountable2You for Linux. You can stop here and instead uninstall and then reinstall the latest version. This will most likely address your issue. 
  2. Once the diagnostic text appears, click Copy to clipboard.
  3. Open your email and start a new email to support@accountable2you.com.
  4. In the message body, right-click and select Paste to add the info you copied previously.
  5. Add any additional relevant details to the email; a specific question or symptom, the error message you're seeing, etc. 

Desktop Interface

  1. In the menu bar by the clock, find the small A2U icon.
  2. Click on the A2U icon and select Diagnostics in the pop-up menu.
    • Do you see a Run Diagnostics button? If yes, it means you're using an older version of Accountable2You for Linux. You can stop here and instead uninstall and then reinstall the latest version. This will most likely address your issue. 
  3. Once the diagnostic text appears, click Copy to clipboard.
  4. Open your email and start a new email to support@accountable2you.com.
  5. In the message body, right-click and select Paste to add the info you copied previously.
  6. Add any additional relevant details to the email; a specific question or symptom, the error message you're seeing, etc.

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