To run the diagnostics page on a Windows or Mac machine:

  1. Click on the Mobile Zone icon in the tray bar

  2. Click on the cog in the top right of the Mobile Zone application window

  3. Click on the icon next to Show diagnostics

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

Windows:

Mac:

What happens when I run the diagnostics?

The Mobile Zone software on your device will run a number of checks and then display the results in your default browser.

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 user who the device is assigned to in the Family Zone system

  • the device itself

  • The network the device is connected to

  • The status of filtering and filtering components

  • Details of the agent on the machine

  • Details of any class the user might be enrolled in (only if turned of for the school)

I’m not sure what it all means, how do I know?

The results of the diagnostics tests are situational, it’s best to contact our support team so they can assist with troubleshooting.

Can you run the diagnostics remotely?

No, the diagnostics page is designed to check the status of the machine and the network it’s ok.  We are unable to remotely connect to the machine to tell it to run a command.

The Mobile Zone application window is asking me to log in, why? 

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

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

Certain modes that Mobile 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 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.