Fix 'No Events Captured'

Steps to take to resolve issues when events are failing to be captured.

Posted by Cam on August 13, 2020

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. Make sure the Truple app is fully up to date.
    1. Open the Google Play Store app
    2. Search for Truple
    3. Click on Truple - Screenshot Accountability
    4. 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.
  2. Restart the device
  3. Open the Truple app
  4. If an error message appears, reach out to support@truple.io and include, if possible, a screenshot of the error message.
  5. Follow the instructions listed for the monitored device’s manufacturer at https://blog.truple.io/2020/08/28/android-battery-optimization-fixes.html 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. Restart your computer
  2. Right click on the Truple notification icon near the clock
  3. Click Check for new version
  4. If a message indicates an update is available, wait for the prompt to install the update.
  5. 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. Restart your computer
  2. Click on the Truple notification icon near the clock
  3. Click Check for new version
  4. 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. Restart your computer
  2. Right click on the Truple notification icon near the clock
  3. Click Check for new version
  4. If a message indicates an update is available, wait for the prompt to install the update.
  5. 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. Restart your computer
  2. Open up Chrome
  3. Type chrome://extensions into the URL bar, press enter
  4. Find Truple - Screenshot Accountability
  5. 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 events. If needed, you can email these instructions.

  1. Restart your phone
  2. Check that the DNSCloak app is still on the device. Apple doesn’t allow apps to know when they’ve been uninstalled.

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. Make sure the Truple app is fully up to date.
    1. Open the Amazon App Store
    2. Search for Truple
    3. Click on Truple - Screenshot Accountability
    4. 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.
  2. Restart the device
  3. Open the Truple app
  4. 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.


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