Articles on: After-Sales

Why did the target device stop sending logs?

If you cannot get new logs to your web account for a short time, please do not be alarmed.
Sometimes, it is expected to get logs longer than usual. It might be a temporary issue.

If you cannot see new logs for a short time, follow this:

Log in to your web account and look at your dashboard.
In the Device Info area at the top, the Client Status will show "Connected" or "Disconnected"/ "Synced: (e.g., 10 hours ago)."
Under this, it states the last time the device synced to the server.

Assuming the software is still installed, if the client status shows disconnected, you can force a reconnect as easily as clicking the "Click to Connect" button seen here.

We recommend you to wait at least 24 hours. Most accounts in similar conditions start to upload logs again within 24 hours.

We ask customers to remain patient and routinely check their web data during this time.
Once new data has been uploaded to the web account, you can assume the issue has been resolved.

If you cannot see the new logs for longer than 24 hours and there is not a "ReSync" button, or the last connection time is longer than 24 hours, follow the step below:

NO NEW LOGS FOR MORE THAN 24 HOURS
There are several reasons to stop getting logs into your web account.

The target device may not be in use anymore
The target device has been changed with a new one
The target device does not have an internet connection anymore or has a temporary connection problem
The target device has been formatted
The target device has updated to a new OS version, which SPYERA is not supported yet.

We recommend you check the last connection time and do not take any action if the last connection date is no longer than 2/3 days.


MAC or WINDOWS



Possible Reasons


No Internet Connection
Format / Factory Reset
OS Upgrade / Downgrade
Explicit Uninstallation of the Application
Firewall / Defender collision


How To Check


Follow these steps if the last connection time is longer than 2/3 days.

Physically access to the target device.
Open the NotePad or anywhere you can type.
Type #license-code ( #0123456789 ) from the keyboard of the target computer,

The hidden SPYERA screen should appear if the SPYERA remains on the target device.

SPYERA Screen: Appeared
What It means: SPYERA is still installed.
What to do: Click The Maintenance Wizard and complete the steps. It should start to work again.

SPYERA Screen: Not Appeared
What it means: SPYERA is no longer on this device for the above reasons.
What to do: Re-install SPYERA by following the installation manual.


SMART PHONE & TABLET



Android Devices



Unrooted Devices


Possible Reasons


No Internet Connection
Application permissions are not granted "forever"
Unconfigured Battery Optimization Settings
Format / Factory Reset
OS Upgrade / Downgrade
Explicit Uninstallation of the Application


How To Check


Take the target phone in your hand
Take your phone in your hand
From your phone, send this SMS command below to the target phone

<#2><YourActivationCode><D>
You must change "Your Activation Code" with your activation code.
So it should be like this: <#2><1122334455><D>

You must use traditional SMS and NOT WhatsApp, iMessage, etc.

You will get an "OK, command successfully" response if everything goes well.

RESPONSE: Command OK
What It means: SPYERA is still installed and started to work again.
What to do: If you get the OK response, wait a few hours and recheck your web account.

RESPONSE: No response
What it means: SPYERA is no longer on this device for the above reasons.
What to do: Reinstall SPYERA by following the installation guide.

Ensure the battery optimization settings are configured as instructed in the installation guide. This is one of the most critical parts.

Rooted Devices


Possible Reasons


Same as above. But additionally,
Supersu or Magisk permission is not granted forever. See the Installation Guide corresponding steps.

How To Check

Same as Unrooted

Ensure the battery optimization settings are configured as instructed in the installation guide. This is one of the most critical steps.


iPhone


Take the target phone in your hand

Take your phone in your hand

From your phone, send this SMS command below to the target phone

<#2><YourActivationCode><D>
You must change "Your Activation Code" with your activation code.
So it should be like this: <#2><1122334455><D>

You must use traditional SMS and NOT WhatsApp, iMessage, etc.

If everything goes well, you will get an "OK, command successfully" response.

RESPONSE: Command OK
What it means: SPYERA is still installed and started to work again.
What to do: If you get the OK response, wait a few hours and recheck your web account.

RESPONSE: No response
What it means: SPYERA is no longer on this device for the above reasons.
What to do: Reinstall SPYERA by following the installation guide.


iPad


Follow these steps if the last connection time is longer than 2/3 days.

Take the target iPad in your hand
Open the Notes app
In the note apps. Create a new note.
Type #license-code in the Note app. e.g #123456789

The hidden SPYERA screen should appear if the SPYERA remains on the target device.

SPYERA Screen: Appeared
What it means: SPYERA is still installed and started to work again.
What to do: If you get the OK response, wait a few hours and recheck your web account.

SPYERA Screen: Not Appeared
What it means: SPYERA is no longer on this device for the above reasons.
What to do: Re-install SPYERA

The new installation is the same as you did for the first time.
Just follow the steps in your user manual for a fresh installation.

Updated on: 11/11/2023

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