Accountable2You, LLC

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

A new feature added to the e-mail summary report is an indicator for devices that have not recorded activity within the timeframe of the report (daily or weekly). This is a cautionary message intended to bring this to your attention in case there is an issue with the app that needs to be addressed.

If you know that the device has not been used during this time, you can disregard this message. If the device has been used, then this is an indication that there is an issue.

Resolution:
Please find your specific device type below for tips on troubleshooting device 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 key services for the app.
3. If these steps to 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.

 

iOS
1. Check to ensure that the AU Mobile 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. Verify that the user is using the AU 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 AU Mobile browser for internet activity then this will result in "No Records Found". Click here to read more about why a special browser is required for iOS devices.
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.

 

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 an "AU" 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 AU icon and select "Diagnostics". When the window opens, click "Run Diagnostics". Copy and paste the results in an e-mail to support@accountable2you.com or in our online contact form. 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 Computers
1. Check to ensure that Accountable2You is still installed on the device. If the software is monitoring, you should see an "AU" 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 AU icon and select "Diagnostics". Copy and paste the results in an e-mail to support@accountable2you.com or in our online contact form. 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 an "AU" 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 "AU" icon on your browser, click the icon. You should see all green checks to indicate that the extension is operating properly. 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.

 

 Linux
1. Check to ensure that Accountable2You is still installed on the device. You should see an "AU" icon in the top toolbar of your desktop. If you do not, search for “Accountable2You” and see if it is on your computer. If so, re-start the application. If Accountable2You is not found, please re-install the application.
2. If the Accountable2You extension is installed and you see the "AU" icon on your browser, click the icon and select “Diagnostics”. Click “Run Diagnostics”, and then copy/paste the results in an e-mail to support@accountable2you.com or in our online contact form. 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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