Send a Diagnostic Report

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

Should you send a diagnostic report?

Diagnostic reports are helpful in almost all situations and are especially important if you’re experiencing any of the following:

  • No activity appearing on reports
  • Uncertainty about whether a device is being monitored
  • A device missing from 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. Find the small Accountable2You icon in your system tray (near the clock usually in the bottom right).

    • If you don't see that icon, you may need to click the up-arrow button to show any hidden icons. 

      Right-click the Accountable2You icon and then select Diagnostics in the pop-up menu.

      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.
  2. 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.
  3. Add any additional relevant details to the email; a specific question or symptom, the error message you're seeing, etc.

Mac

  1. Find the small Accountable2You icon in your system tray (near the clock).
  2. Right-click the icon and select Diagnostics from the menu.
  3. Click Copy to Clipboard when the diagnostic info appears.
  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.

    In the extension tray, toward the top-right corner of the browser, click the small blue and green Accountable2You 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.
  2. After clicking the Accountable2You icon, a window will appear with a few options – select Diagnostics here.
  3. 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.).
  4. 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 Accountable2You icon.
  2. Click on the Accountable2You 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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