This article discusses solutions for when your Bark Desktop App is failing during the "uploading" phase.
The easiest way to tell if the Bark Desktop App is in the uploading phase is by the symbol to the right of the device: it's a cloud.
During this phase, the Bark Desktop App is sending the backup file it has just created for that iOS device to Bark's servers for analysis. When the upload phase completes, a green checkmark is displayed in the place of the cloud icon.
This is what a normal upload phase should look like when it completes successfully:
The most common form(s) of of an issue during the upload phase:
- Your child's iOS device is showing "Backed up [#] minutes ago" but at the beginning, middle, or end of the upload it generates an Uh Oh error. An additional symptom is that on the Bark parent dashboard, the Last Analyzed Date for that iOS device does not match the "Backed up [#] minutes ago" time on the Bark Desktop App. This indicates that though the device was backed up, something happened in trying to upload the backup file to Bark's servers.
The solutions for backup issues can be found below!
Did your computer turn off or go to sleep?
The uploads cannot complete automatically if your computer is off or asleep. Below you will find instructions on adjusting your computer's sleep settings to ensure you're giving the Bark Desktop App ample opportunity to back up and upload your child's iOS devices for analysis!
Is there a firewall or antivirus program interfering with Bark?
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. 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. If you're unsure how to tell if your speed is normal, you can reach out to us with the screenshot of the speed test results and we'll be happy to assist!
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.
- Then, retry a backup with the Bark Desktop App!
Is there enough storage on your computer or child's iOS device?
This stage of the process 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.
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
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
- Then, retry a backup with the Bark Desktop App!
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:
NOTE: Before you upgrade, we recommend that you back up your Mac. Learn how to back up your 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.
NOTE: iTunes is not available for Mac Catalina users. Updating the Mac OS to the latest version is the best way to update Apple Mobile Device Drivers.
Still no luck?
Send us diagnostics by following the instructions below, and reach out to Bark Support!