Data Not Uploading

Data Not Uploading


You stopped receiving new data in your portal

Causes

  1. Misunderstanding of how FlexiSPY delivers data
  2. Device switched off
  3. Device not connected to internet
  4. Delivery settings
  5. Device was factory reset
  6. Device upgraded to new Android Version
  7. FlexiSPY was uninstalled
  8. Third party application interfering with FlexiSPY (anti virus or security applications)

Before you start 

  1. Please review how FlexiSPY delivers events. (Read this)
  2. Please make sure you have waited the time specified in the delivery timer settings (default one hour) for your data to arrive. (see here)
  3. Please make sure the events you wish to capture are enabled (read this)

Troubleshooting

Determine if FlexiSPY is Active

  1. Navigate to Dashboard -> Device Info  -> then press the Sync button

If sync is successful then wait a few minutes and check to see if your data has arrived

If the sync is not successful this means that FlexiSPY is not active or cannot connect to the internet
  1. To test if FlexiSPY is active, send an SMS command to the target device from your mobile phone. 
    2. On non-rooted devices, SMS commands are  visible on the target device. SMS commands and responses are invisible on rooted devices. If you do not wish to use SMS, go to Section: Force an Event Upload
  2. If an SMS response is received, FlexiSPY is active, and the problem is related your Delivery Event settings, or internet connectivity. if you think these settings are correct please create a ticket and send us the SMS diagnostic.
  3. If an SMS response is not received, go to Section: Force an Event Upload

Force an Event Upload

Event uploads can be forced by creating more events than are specified in the Event count
  1. Create a number of Events on the target device. The number of these events must be greater than the number specified in Event count
    1. You can create these Events by taking a picture, creating a contact, sending or receiving an SMS, or making or receiving a phone call to the target device
    2. If you still do not receive data, please go to Section: What to do if FlexiSPY appears to be inactive

What to do if FlexiSPY Appears to be Inactive

  1. It is most likely that the power management system has forced FlexiSPY to sleep and may resume when appropriate
    1. Recommended Action: Restart the phone (this can be done remotely if the phone has been rooted)
  2. If FlexiSPY does not resume after a restart one of the following is likely to be true
      1. FlexiSPY may have been uninstalled due to Factory reset or an OS update.
        1. Action: Check if FlexiSPY is still installed
          1. If it is not installed, re-install FlexiSPY
        2. A third-party security application is preventing FlexiSPY from starting
          1. Action: Identify the security software and whitelist FlexiSPY from inside the security software settings
    If data is still not uploading, please submit a ticket to support from inside your customer account describing the issue and add the following text to the ticket subject: "Already Tried Troubleshooting Guide"