No Data / Old Data

If a user is calling in stating they cannot get new data, or the site is only showing old data will be caused primarily due either:

  1. iPhone has not been backed up recently
    • –Setup Apple iPhone Backup
  2. Click on the “Get Latest Data” button when viewing your child’s device

If the client cannot see any data they may have to setup the Apple iPhone Backup on the device.

Inform the customer that you will be sending written instructions via email for reference for the customer so they can verify the backup was completed properly.

User believes the backup has been done more recently then the current data:
  • Users frequently call believing that a backup has recently been done, have the user explain how they preformed the backup. If anything is not correct let the user know you will be sending written instructions via email for reference for the customer so they can verify the backup was completed properly.
  • If the caller is insisting that they have preformed the backup exactly as instructed and they still cannot view the newest backup escalate a ticket to Jim and reply to the customer with “I will escalate a ticket to a technician to investigate the issue, they will look into the issue and reply back with their findings.”

Send the below template (Canned Response: “User seeing old data”) to the client using the TeenSafe Ticketing system.

We show that the teens phone has not had a completed backup done by Apple recently. We would like for you to do a backup now using the following instructions. 
Instructions to setup Apple iPhone Backup
  1. Connect the device to a power source (plug into the wall like to recharge battery).
  2. Make sure the device has WIFI connectivity (WIFI Zone).
  3. Go to the Settings on the device.
  4. Go to iCloud.
  5. Click on Storage & Backup.
  6. Turn iCloud Backup on (enable).
  7. Go to Manage Storage
  8. At the top tap the Backup.
  9. Scroll down to Backup Options. This brings up all of the apps on the phone.
  10. Turn off all apps under Backup Option. This will allow Apple to just back up the Text, Calls, and Contacts.
  11. Click Backup Now on the device. This will show the progress bar at the bottom, let it finish the Backup 100%. The Backup MUST finish. If you receive a call while the Backup is going on, then please repeat the step #7 again, as this will stop the Backup. 

Once you have done this backup with out interruption from a call or a text, then you need to wait for 4 to 5 hours for Apple to finish processing the backup. Once Apple is finished processing the data, then TeenSafe can pull the data for you. 

 
Now, Apple will do an automatic backup every night and you should receive new data once a day, as long as the iCloud Backup setting is turned on at all times, when the device is plugged into the wall recharging the battery, and when the device has WIFI connectivity. Also this device needs to be idle at night while charging. This means the teens can not have the device plugged in and listening to music or playing a game and no calls, text, Instagrams, Tweets, or alerts while recharging. The device can not be in use at all during the backup or Apple will not backup the device.
Once you have done this, then click on the Get Latest Data button and select the latest download.
Thank you.
  • In TeenSafe Ticketing, document the call by creating a new ticket.
  • Complete the note template and include any relevant details.
  • CLOSE the ticket

Note Template Used

Caller Name:

Email on Account:

Phone Number:

Customer Request:

Resolution:

Agent Name: <your name>

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