Below you'll find steps for troubleshooting issue when Truple stops capturing data.

Android

The steps below must be performed on the device that is not capturing events. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page. On Android we give a 3 day demo period. After 3 days, the app will stop recording data.
2. Make sure the Truple app is fully up to date.
3. Open the Google Play Store app
4. Search for Truple
5. Click on Truple - Screenshot Accountability
6. If there's an Update button, click it. If there isn't an update button, but instead an Open button, then you're already on the latest version of the app.
7. Restart the device
8. Open the Truple app
9. If an error message appears, reach out to support@truple.io and include, if possible, a screenshot of the error message.
10. Follow the instructions listed for the monitored device's manufacturer at https://support.truple.io/articles/android/android-battery-optimization-issues If you don't do this, the Truple app may periodically be shutdown depending on the device. This isn't something we can fix--only someone with physical access to the device can.

Once you've performed these steps you should start to see data capture resume. If you don't, contact support@truple.io.

Windows

The steps below must be performed on the device that is not capturing events. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page.
2. Restart your computer
3. Right click on the Truple notification icon near the clock
4. Click Check for new version
5. If a message indicates an update is available, wait for the prompt to install the update.
6. Allow the update to install

Once you've performed these steps you should start to see data capture resume. If you don't, email support@truple.io your log files (see this blog post for instructions).

Mac

The steps below must be performed on the device that is not capturing events. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page.
2. Restart your computer
3. Click on the Truple notification icon near the clock
4. Click Check for new version
5. If a message indicates an update is available, click on the prompt to view instructions for installing the update. Follow those instructions and install the update.

Once you've performed these steps you should start to see data capture resume. If you don't, email support@truple.io your log files (see this blog post for instructions).

Linux

The steps below must be performed on the device that is not capturing events. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page.
2. Restart your computer
3. Right click on the Truple notification icon near the clock
4. Click Check for new version
5. If a message indicates an update is available, wait for the prompt to install the update.
6. Allow the update to install

Once you've performed these steps you should start to see data capture resume. If you don't, email support@truple.io your log files (see this blog post for instructions).

Chromebook

The steps below must be performed on the device that is not capturing events. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page.
2. Restart your computer
3. Open up Chrome
4. Type chrome://extensions into the URL bar, press enter
5. Find Truple - Screenshot Accountability
6. Make sure the Truple extension is enabled

Once you've performed these steps you should start to see data capture resume. If you don't, contact support@truple.io.

iPhone/iPad

The steps below must be performed on the device that is not capturing screenshots. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page.
2. Restart the monitored iPhone/iPad device, and open up the Best Accountability or ScreenKin app.
3. Does the app ask for any permissions? If so, grant them.
4. Click "Start Monitoring"
5. Use the device for a few minutes.
6. Stop the broadcast.
7. Open up the Best Accountability or ScreenKin app.
8. Check if screenshots are now appearing in the report or not.
9. If no screenshots appear, is the iPhone/iPad connected to a reliable internet connection? If not, please connect to one. The app cannot send data unless it has an internet connection.

Note: If apps are not being blocked when the monitoring broadcast is not active, you need to remove apps from your "Always allowed" lists. One of those lists is accessible from within the app itself, by clicking the Settings tab, then selecting "Always allowed apps". The other list is controlled by Screen Time settings found within the Settings app itself.

Once you've performed these steps you should start to see data capture resume. If you don't, contact support@truple.io.

Kindle

The steps below must be performed on the device that is not capturing events. If needed, you can email these instructions.

1. Is your account subscribed and fully paid? You can check for billing issues on the accounts page.
2. Make sure the Truple app is fully up to date.
3. Open the Amazon App Store
4. Search for Truple
5. Click on Truple - Screenshot Accountability
6. If there's an Update button, click it. If there isn't an update button, but instead an Open button, then you're already on the latest version of the app.
7. Restart the device
8. Open the Truple app
9. If an error message appears, reach out to support@truple.io and include, if possible, a screenshot of the error message.

Once you've performed these steps you should start to see data capture resume. If you don't, contact support@truple.io.