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. 

If you're still using iMazing, follow the upgrading instructions for Windows and Mac here!

Is your Bark Desktop App acting funky?

If the application seems frozen in some way or not responding to your clicks, let's give it a refresh by quitting out of it and re-opening it. 

NOTE: Simply clicking X may not completely close or quit the application, so follow the steps below!

On Mac:

  1. Click the Bark dog at the top by your clock, and select Quit Bark.
  2. Click on Finder, select Applications, and click on Bark to re-open it.

On Windows:

  1. Click the ^ symbol at the bottom by your clock, right-click the Bark dog, and select Exit.
  2. Click on Bark on your desktop or applications list to re-open it.

Have the devices and operating systems been updated recently?

How to check for software updates on an iPhone, iPad, or iPod:

  • Go to Settings > General > Software Update > Download and Install.
  • Restart the device if the update doesn't initiate it automatically.
  • While you’re checking for updates, does the software version listed say it is a “Beta” version? At this time, Bark is not compatible with Beta versions of iOS. Here is information on removing Beta software versions from your child’s iOS device, if applicable: Remove Beta software from iPhone or iPad

How to check for updates on a Windows computer:

NOTE: Windows may say that you're "All set", yet if you manually check for updates there are indeed some available. Even after they install, if you go back and manually check, there may be more available. It's a vicious, strange cycle - but these updates often contain necessary components for the iOS devices to speak wirelessly with Windows. Be certain to restart your PC after the updates.

How to check for updates on a Mac:

How to check for updates to Apple Drivers:

These are the wireless communications services your computer uses to communicate with the Apple device. 

Typically, updating iTunes is the easiest way to update Apple Drivers.

Does the Bark Desktop App show that encryption is enabled?

No worries — it's an easy fix on iTunes or device settings! Click the link below to take care of it:

Did you check to see if the Wi-Fi is off on the iPhone or iPad?

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

How to connect to a Wi-Fi network from an iPhone or iPad:

  1. From your Home screen, go to Settings > Wi-Fi.
  2. Select Turn on Wi-Fi. The 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 Wi-Fi icon at the top of your iPhone or iPad screen (number of bars may vary)
  5. You should also be able to see the Wi-Fi icon to the left of the device in the Bark Desktop App after clicking Check for Devices that indicates the phone and Bark Desktop App are having a proper "Wi-Fi handshake."
    (if it says it's "Scanning for Devices", it's working on finding your child's iOS device over the WiFi)

Is Wi-Fi Assist on the iPhone or iPad interrupting the Wi-Fi connection?

If Wi-Fi Assist is on, it's using a combination of cellular data and Wi-Fi to make connections to the internet. This may be preventing the Bark Desktop App from recognizing the iOS device over Wi-Fi.

How to turn off Wi-Fi 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.

Are the computer and devices on different Wi-Fi networks?

If Wi-Fi 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 a couple other networks around you, but all devices must be on the same network for Bark to be able to perform backups over Wi-Fi.

Is the Sync over Wi-Fi setting on iTunes enabled?

Though this setting is not always necessary for Bark to communicate with the iOS device over Wi-Fi, it may help if you are having trouble with Wi-Fi backups! 

  • Open iTunes.
  • Plug in your child's iOS device.
  • If applicable, tap Trust computer on your child's device or in iTunes.
  • Click on the phone icon on the top left, as seen below:
  • Scroll down to Options.
  • Select Sync with this iPhone over Wi-Fi, as seen below:
  • Click Apply.
  • Then, click Sync.
  • Close out of iTunes.

    NOTE: On Mac, you may have to right-click on the iTunes icon in the dock to make sure it's completely quit out.

Is the backup cutting out or displaying a message like "Uh-oh something went wrong"?

This stage of the process ("Backing up 1%..." followed by an error) could be affected by a lack of storage on your computer or on your child's device. 

Checking available storage on the computer:

If your child's device has a lot of messages and pictures, it may have a large backup file. 

To check to see how large your child's backup file may be, you may try plugging it into your computer, and checking how big their backup files are via iTunes: https://support.apple.com/en-us/HT201656

You can then compare this backup file size to the available space on your computer. You will want to make sure you have more space on your computer than the size of the backup file for each of your child's iOS devices.

To check how much available space is on your Windows computer:

  • Click the Start button on the bottom left of the screen > Settings > System > Storage.

To check how much available space is on your Mac:

  • Click on the Apple logo on the top left of your screen > About this Mac > Storage tab. 

Then, retry the backup!

The good news is, Bark only ever keeps one backup file per device on your hard drive after it creates a new backup.

NOTE: There is a short moment when the old backup and new backup files for that device and both are on the hard drive before the old backup is deleted automatically.

Checking available storage on your child's iOS device:

If your child's device has little free space left (less than 5%), it will take much longer to back it up. Free some space on your child's device, then try again.  

There's a couple of options to freeing up space on your child's device: you can ask your kids to take some of the photos and videos on their device into an online storage system like iCloud, Google Drive, Dropbox, or another location, like your computer, a USB thumb-drive, or an external hard drive.

Additionally, Bark is able to monitor pictures and videos saved to Dropbox and Google Drive by connecting them to Bark

You can also use iTunes to see what size their backups are as you're managing your storage on the phones and your computer: https://support.apple.com/en-us/HT201656

Then, retry the backup!

Is the upload cutting out or displaying a message like "Uh-oh something went wrong"?

This stage of the process ("Uploading 2%..." followed by an error) 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. Try adding Bark and Bonjour to the list of exceptions on your computer's firewall.

Here are two other common connection issues if you're seeing the Uh-Oh error during the upload process:

  • Wi-Fi Connection Needs to be Reset:
    Restart your Mac or PC, the device, and your Wi-Fi router. We recommend your router remain off for 10 seconds before you turn it back on.
  • 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.

    NOTE: 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 from your computer to your router, if you're able.

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 that iMazing used to do! 

Please follow our upgrading instructions on your Windows or Mac computer to get set up with the new version.

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 above. If you are still running into issues, check out this article!
  • For Mac users: If you are on Mojave, 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 Apple logo at the top left of your screen and select "About this Mac."
  • Select Software Update. Download the update.
  • Install the update.
    If you're unsure if the update has been installed, check to see if the following icon is in your Applications folder in Finder:

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

iTunes may be trying to independently perform a backup and is thus conflicting with the Bark Desktop App's ability to perform a backup. 

While you may have needed to update iTunes in order for Bark to properly communicate with the iOS device, you may now close out of iTunes to ensure the two programs don't conflict!

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 toggle the slider next to Airplane Mode to On.

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

Is your child unselected in the 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. 

If you don't see text below the iOS device indicating it's performing a backup, try toggling it from your child's name to Not Monitored and then back to your child's name. See below:

Still no luck?

Send us diagnostics by following the instructions below, and reach out to Bark Support!

Need additional assistance?

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

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