Data Not Uploading

Data Not Uploading


You stopped receiving new data in your portal or your target device is no longer connecting

Causes

  1. Device switched off
  2. Device not connected to internet
  3. Device Permissions and Settings changed
  4. Delivery settings
  5. Misunderstanding of how FlexiSPY delivers data
  6. Device was factory reset
  7. Device upgraded to new Android Version
  8. FlexiSPY was uninstalled
  9. 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)
  4. (For mobile devices) Please make that Accessibility is enabled (read this)

Troubleshooting

For Mobile Devices

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. Info
    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 with the following details:
    1. Ticket subject: "Already Tried Troubleshooting Guide"
    2. Detailed information about the problem (e.g., specific errors, actions taken)
    3. Attach screenshots or error if available
    For Computer Devices

    Determine if FlexiSPY is Active

    1. Device settings -> Device Controls -> Send immediate


    Login to the Computer being monitored, or wait for your child to login and use the computer, then wait a few minutes and check to see if the device last connected time has updated

    If the last connected time has not updated, this means that FlexiSPY is not active or cannot connect to the internet. Proceed to section: Force an Event Upload

    If the last connected time has updated, meaning FlexiSPY is active then the problem is probably related to your Delivery Event settings, or internet connectivity. if you think these settings are correct please create a ticket

    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 using the web browser to visit a website, then checking the web browser page, or keylog page, or requesting current location, or any number of activities
      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 computer (this can be done remotely by going to Help > Device Settings > Device Controls > Restart Device)
    2. If FlexiSPY does not resume after a restart and logging in to the devivce, one of the following is likely to be true
      1. Anti-Virus is preventing FlexiSPY from starting. Action:
        1. Disable / Remove the Anti-Virus Software.
        2. Alternatively, Configure Exclusions
          1. Instructions for Windows Defender (see here)
          2. Instructions for other Common Anti-Virus Software (see here)
      2. 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. Device is not connected to the internet
          1. Action: Check if the computer can access the web. Visit a website, for example youtube.com and see if you can play a video
      If data is still not uploading, please submit a ticket to support from inside your customer account with the following details:
      1. Ticket subject: "Already Tried Troubleshooting Guide"
      2. Detailed information about the problem (e.g., specific errors, actions taken)
      3. Attach screenshots or error if available