Troubleshooting Run Laptop Diagnostics

Applies to: Premium Members 

Child's devices: Windows or MacOS laptops or computers

Laptop Diagnostics

To run the diagnostics page on a Windows or MacOS computer:

  1. Click on the Connect icon in the tray

  2. Click the Settings cog icon

  3. Click Show diagnostics

  4. The laptop diagnostics page will open in the device’s default browser

Windows:

Mac:

More Information

Why do I need to run the diagnostics?

Running the diagnostics will help you tell the support team what they need to know in order to be able to troubleshoot any issues you may be having.

What does the diagnostics page show?

The diagnostics page shows details of:

  • The Device Owner

  • The Device Name

  • The Network name

  • Filtering status and filtering components

  • Details about this version of Connect

  • School details if this laptop or computer is linked to a School Community

Can you run the diagnostics remotely?

No. The diagnostics page is designed to check the status of the machine and see if you have a good network connection.  We are unable to remotely connect to the machine to tell it to run a command.

Connect is asking me to log in, why?

This means that the device you are on isn’t registered and Family Zone is not currently applying any filtering.

Why can’t I see Show diagnostics when I can see Submit diagnostics?

Certain modes that Family Zone operates in doesn’t allow you to see the diagnostics page, however you are able to submit the information to our support team.

Can I run this on a Chromebook, iOS or Android device?

No, the laptops diagnostics feature is only for Windows and Mac devices.

What is next?

Once you’ve run the laptop diagnostics page you will hopefully be able to troubleshoot the issue you are having with your laptop.  Our support team will be able to work with you to do this.  They may ask you to submit the diagnostics or send them in to us so that we can provide them to our escalation team to investigate.


My issue still isn’t resolved, what do I do next?

We are here to help. Sign in to your Connect App as a Parent. Go to Settings > Support center

If you don't have the Connect App

Have details available to help us troubleshoot your problem:

  • Account email
  • Child’s name
  • Devices impacted
  • Time of the issue
  • Description of the issue