This article discusses troubleshooting solutions for the 5.0 version of the Bark Desktop App. Please make sure your Bark Desktop App is up to date on your Windows or Mac computer!

Bark Desktop App got hung up?

Let's give it a jump-start! Follow the directions to Reset Data below based on your home computer:

Bark Desktop App shows that encryption is enabled?

No worries, it's an easy fix on iTunes or device settings! See here:

Did you check iTunes and it still says encrypted?
Your child's iOS device may have a device management profile or configuration profile, which could have been added from an antivirus / security software or parental control application like Verizon Smart Family. See here for how to remove this:

Note If due to another parental control or security application, please contact their support for further assistance on removing the configuration profile from the iOS device if the steps above do not work.

Potential Reason: WiFi is off on the iPhone or iPad

Check is to see if your child's WiFi on the device is switched to On. Sometimes wireless gets switched-off on mobile devices to conserve battery or to join a faster cellular data network.

To connect to a WiFi network from an iPhone or iPad:

  1. From your Home screen, go to Settings > WiFi.
  2. Turn on WiFi. Your device will automatically search for available Wi-Fi networks.
  3. Tap the name of the Wi-Fi network that your computer is also connected to.
  4. You will now see a WiFi icon at the top of your iPhone or iPad screen (number of bars may vary). You should also see this icon to the left of the device in the Bark Desktop App after clicking Check for Devices:

Potential Reason: WiFi Assist or Cellular Data on the iPhone or iPad may be interrupting WiFi connection

If WiFi Assist is on, it is using a combination of cellular data and WiFi to make connections to the internet, but this may be preventing iMazing from recognizing the Apple device over WiFi.

To turn off WiFi Assist on an iPhone or iPad:

  1. Go to Settings > Cellular or Mobile Data.
  2. Scroll down and tap the slider for Wi-Fi Assist to turn off.

Sometimes, cellular data can prioritize itself over WiFi. You may turn it off by following the steps above to find the setting. This may help if turning off WiFi Assist did not.

Potential Reason: Computer and Devices are on Different WiFi Networks

If WiFi is set to On (on both the Mac/PC and the iPhone/iPad) check to see if the iPhones and/or iPads are on exactly the same wireless network as the computer. In some homes there might be 2 or 3 other networks around you but they must be the same for Bark to be able to backup over WiFi.

Potential Reason: Devices and Operating Systems Need to be Updated

Checking for software updates on an iPhone, iPad, or iPod:

  • Go to Settings > General > Software Update > Download and Install
  • Restart the device if the update didn't already

Checking for updates for a Windows computer:

Checking for updates for a Mac:

Checking for updates to Apple Drivers (Windows only):
These are the wireless communications services your computer uses to communicate with the Apple device.

Upload cuts out or says "Uh-oh something went wrong"?

We're sorry to hear that the Bark Desktop program is taking a long time to upload your children's iOS device texts, web browsing, and camera roll. This stage of the process could be affected by a firewall or antivirus program acting as a gatekeeper to the upload process (in other words, the computer is working twice as hard to upload the backup to us for analysis). I have also included the following common connection issues:

  • Potential Reason: WiFi Connection Needs to be Reset
    Restart
    your Mac or PC, the device, and your WiFi router.
    We recommend your router be off for 10 seconds before you turn it back on.
  • Potential Reason: Your Internet Connection is Slow or Cutting In/Out
    If your internet connection is interrupted during the upload process, we will not receive your backup for analysis. To check your connection speed, run a speed test. You may have to reach out to your internet service provider if internet speed issues persist. You may want to try hard-wiring the computer connection with an ethernet cable connected from your computer to your router, if you're able.

The good news is that email and social media accounts are monitored at the account-level, meaning they don't get scanned during the backups -- they're scanned constantly whether the activities on those accounts occur on their phone, friend's phone, or a computer. To connect those for monitoring, see below:

Is the Bark Desktop App not opening on your Mac?

This is happening because of a permissions change in the new version of Mac. 

You can fix this by going into your System Preferences > Security & Privacy > Privacy and clicking on Full Disk Access.
Note
You may have to click the padlock on the bottom left of the window to be able to adjust these settings.

Click the + sign to add Bark to the list of applications that can access files on your computer and you should be able to open Bark! Here's a walkthrough with screenshots:

Do you have iMazing open at the same time as the Bark Desktop App?

You can now safely uninstall iMazing without any impact on your child's iOS device monitoring, since we've updated our Bark Desktop App to be able to do the work of what iMazing used to do!

Is the Bark Desktop App asking you download iTunes?

  • For Windows users: Download the iTunes 64-bit version directly from Apple here! Do NOT download iTunes from the Microsoft Store. Downloading from the Microsoft Store may be why you are still running into the message below.
  • For Mac users: You can only update iTunes by updating your Mac Operating System (OS).

    To update your Mac OS/iTunes to the latest version, go to the top left Apple logo, select About this Mac
  • Select Software Update. Download the update.
  • Install the update after the download completes.
    If you're unsure if the update has been installed, check to see if the following icon is in your Applications folder in Finder:

Running into an error with the initial backup?

Try putting the iOS device in question on Airplane Mode. To do this, go to the Settings app on the device, and turn the slider On.

If the back up completes successfully, remember to turn Airplane Mode off!

Potential Reason: Child Unselected in Bark Desktop app

The backup that we want to upload to Bark may have become unselected in the application. Within the Bark Desktop App, check to see if the device that you would like analyzed is associated with your child's profile. See below:

Need additional assistance?

Bark Support is committed to helping every step of the way. Please email help@bark.us or schedule a call with us!

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