Troubleshooting Submit Laptop Diagnostics

Applies to: Premium Members

Child's devices: Windows or MacOS laptops or computers

Important

Contact our Family Zone support staff before running the diagnostics.

Family Zone Support (US | ANZ)

To run the diagnostics page on your Child's Windows or Mac computer:

  1. Click on the Family Zone icon in the tray bar
    Click Settings (the cog in the upper-right)
  2. Click Send Diagnostics to Family Zone
    Wait for the diagnostics to send
  3. Click OK on the Diagnostics sent to support pop up
    Click Done on the Family Zone Connect application
  4. Click on the Family Zone icon in the tray bar to close the application

Frequently Asked Questions

Can I see the diagnostics?

Click on the cog. Select Show diagnostics to see the diagnostics.

I get “Error sending Diagnostics. Please contact Family Zone Support” when submitting the diagnostics

Our support team will give you details on how to submit the diagnostics.  You’ll find them in the following locations:

  • MAC: Applications > FamilyZone > MobileZoneAgent > support.bundle
  • Windows: C:\Program Files (x86)\FamilyZone\MobileZoneAgent > support.bundle

The Family Zone application window is asking me to log in

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

Can I submit diagnostics for a Chromebook, iOS or Android device?

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

Do the diagnostics automatically notify Support when I send the file?

No. After running the diagnostics, please contact our support team with the following information:

  • Details of the user and the account they are connected to (School and or Parents)
  • Details of the device (Type, MAC Address etc)
  • Description of the problem including the expected outcome and the actual outcome
  • Steps to replicate, time, screenshots and error messages

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