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 Submit diagnostics

  4. Wait for the diagnostics to send

  5. Click OK on the Diagnostics sent to support pop up

  6. Click Done on the Mobile Zone application

  7. Click on the Mobile Zone icon in the tray bar to close the application

IMPORTANT: If you are submitted the diagnostics without talking to our support staff please email with the MAC address and description of the problem so that they can get the logs investigated.



Can I see the diagnostics?

If your Mobile Zone app configuration allows you, you can select Show diagnostics to see the diagnostics.

TIP: Read our help guide to find out How to: run laptop diagnostics.

I get “Error sending Diagnostics. Please contact Family Zone Support” when submitting the diagnostics, how do I send them to you?

When you try to submit the laptop diagnostics it creates a package to send to our servers, you are able to get that package and send it to our support team email  You’ll find the diagnostics package in the following locations:

MAC: Applications > FamilyZone > MobileZoneAgent - Filename: support.bundle

Windows: C:\Program Files (x86)\FamilyZone\MobileZoneAgent - Filename: support.bundle

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.

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

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

Does it automatically notify support when I submit diagnostics?

No, if you are not already talking to our support team then please contact them with the following information:

  • Details of the user and the account they are connected to (School &/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, screen shots and error messages.