Why Did the Target Device Stop Sending Logs?

If your target device has stopped sending new logs to your web account, don’t panic. A short pause in log uploads is often a temporary issue, and most accounts start syncing again on their own within 24 hours.

First, check the connection status

1. Log in to your web account and open your dashboard.
2. In the Device Info area at the top, look at the Client Status. It shows either Connected or Disconnected / Synced (e.g., 10 hours ago).
3. Below that, you’ll see the last time the device synced to the server.

If the software is still installed and the status shows Disconnected, you can force a reconnect by clicking the “Click to Connect” button.

Please wait at least 24 hours before taking further action. Most accounts in this situation begin uploading logs again within a day. Check your web data periodically during this time — once new data appears, the issue is resolved.

No new logs for more than 24 hours

If you still see no new logs after 24 hours, there is no ReSync button, or the last connection is more than a day old, the target device may have a deeper issue. Common reasons include:

• The target device is no longer in use.
• The target device has been replaced with a new one.
• The target device has lost its internet connection or has a temporary connection problem.
• The target device has been formatted or factory reset.
• The target device updated to a new OS version that SPYERA does not support yet. You can confirm current support on our compatibility page.

If the last connection was no more than 2 to 3 days ago, we recommend waiting rather than taking any action.

Troubleshooting by device type

If the last connection is longer than 2 to 3 days, follow the steps for your target device below.

Mac or Windows computer

Possible reasons: no internet connection, format / factory reset, OS upgrade or downgrade, explicit uninstallation of the app, or a firewall / Defender collision.

How to check:

1. Physically access the target device.
2. Open Notepad (or any place you can type).
3. Type your license code in the format *#license-code — for example, *#0123456789.

If SPYERA is still installed, the hidden SPYERA screen will appear.

• SPYERA screen appears: SPYERA is still installed. Open the Maintenance Wizard and complete the steps — it should start working again.
• SPYERA screen does not appear: SPYERA is no longer on the device (for one of the reasons above). Reinstall it by following your installation manual.

Android phones and tablets

Possible reasons (unrooted and rooted): no internet connection, app permissions not granted permanently, unconfigured battery optimization settings, format / factory reset, OS upgrade or downgrade, or explicit uninstallation. On rooted devices, also check that SuperSU or Magisk permission has been granted permanently, as described in the corresponding steps of your installation guide.

How to check:

1. Take the target phone in one hand and your own phone in the other.
2. From your phone, send this SMS command to the target phone: <#2><Your Activation Code>. Replace “Your Activation Code” with your real code — for example, <#2><1122334455>.

You must use a traditional SMS — not WhatsApp, iMessage, or any other messaging app.

• Response “OK, command successfully”: SPYERA is still installed and has started working again. Wait a few hours, then recheck your web account.
• No response: SPYERA is no longer on the device. Reinstall it by following the installation guide.

Make sure the battery optimization settings are configured exactly as described in the installation guide. This is one of the most critical steps on Android.

iPhone

How to check:

1. Take the target phone in one hand and your own phone in the other.
2. From your phone, send this SMS command to the target phone: <#2><Your Activation Code> — for example, <#2><1122334455>.

Use a traditional SMS only — not WhatsApp, iMessage, or similar apps.

• Response “OK, command successfully”: SPYERA is still installed and working again. Wait a few hours, then recheck your web account.
• No response: SPYERA is no longer on the device. Reinstall it by following the installation guide.

iPad

Follow these steps if the last connection is longer than 2 to 3 days:

1. Take the target iPad in your hand.
2. Open the Notes app and create a new note.
3. Type your license code in the format *#license-code — for example, *#123456789.

If SPYERA is still installed, the hidden SPYERA screen will appear.

• SPYERA screen appears: SPYERA is still installed. Wait a few hours, then recheck your web account.
• SPYERA screen does not appear: SPYERA is no longer on the device. Reinstall it exactly as you did the first time by following the fresh-installation steps in your user manual.

If logs still do not return after following these steps, contact our support team on Live Chat for further help.