iPhone iPad iOS - WebWatcher Knowledge and Troubleshooting Guide

Awareness Technologies > WebWatcher Support
iCloud backups will occur once a day (Apple policy) as long as the device is plugged into a power source, connected to a secure wifi connection, and the screen is locked. If the target device is not backing up to iCloud and you have confirmed that these three items are occurring on a daily basis then you will need to have access to the monitored device to ensure backups are enabled (see below for instructions). From that device, you can also force a manual backup. A common issue to check is that there is sufficient storage to enable a backup (see instructions below):
  • How do I check if iCloud is enabled on the iOS device?
    • Access target device > Settings > scroll down & select iCloud > scroll down & select Storage & Backup > Backup (make sure this is toggled on – toggle will be green)
  • Where do I locate the Apple account name (aka the Apple ID) of the device? (How do I know what my Apple account is?)
    • Access the target device > Settings > iCloud > Account
      • The Apple ID will appear next to Account
  • How do I get my iCloud password for my account?
  • Where do I locate the name of my device? (i.e. in the event there are several iOS devices, such as iPhones, in the account and the cx is not sure which device is the correct one)
    • Access the target device > Settings > General > About > Name
      • The device name (i.e. “Ally’s iPhone”) will appear next to Name
  • How do I confirm a secure wifi connection?
    • Access target device > Settings > Wi-Fi > toggle must be on (green) > Choose a network (When the device is connected to a secure Wi-Fi network a check mark will appear next to a network name (i.e. My Wifi Network)
    • Connection to a mobile data plan is NOT sufficient for automatic iCloud backup to occur.
  • How do I know if I have available storage?
    • If have access to the target device
      • Access target device > Settings > iCloud > Storage & Backup > Available Storage (This is located directly below Total Storage)
 
 
  • Enter Apple credentials for target device (see instructions on how to confirm Apple Account info on device provided above) > iCloud Storage
  • If do not have access to the target device (MAC User):
    • Apple Menu > System Preferences > iCloud > Enter iCloud credentials for target device > iCloud Storage
  • How do I purchase additional storage?
    • If have access to the target device:
      • To purchase > Settings > iCloud > Storage & Backup > Buy More Storage
  • If do not have access to the target device (PC User):
    • To purchase > iCloud Windows Control Panel (described above) > open iCloud control panel > enter Apple ID & password for iCloud account registered on the device > iCloud Storage > Manage > Buy More Storage
  • If do not have access to the target device (MAC User):
    • To Purchase > Apple Menu > System Preferences > iCloud > enter Apple credentials for target device > Continue until you see iCloud storage > Manage > Buy More Storage
  • What is an automatic vs. a manual iCloud backup? 
    • Automatic backup: Will occur automatically on the device, that is, it will NOT require you to physically access the device and force a backup. 
      • Automatic backup will occur when the iCloud Backup is enabled on the target device, the device is connected to a power source & locked, the device is connected to a secure Wi-Fi connection (see aforementioned details on Wi-Fi connection), and there is available storage for this iCloud account.  All conditions must be met simultaneously in order for an automatic iCloud backup to occur.  If all aforementioned conditions are met daily, the device will automatically back up to iCloud 1x every 24 hours.  If these conditions are not met daily, this will delay the backup to iCloud & subsequently delay the transmission of target data into the WebWatcher account. Please note such a delay does not mean that data is not being recorded, simply that a backup has not yet occurred. 
  • Manual backup: Will occur manually on the device, that is, it requires physical access to the device in order to force a backup
    • Manual backup will occur when the user physically accesses the target device > Settings > iCloud > Storage & Backup > scroll down & select Back Up Now
    • Please note that a manual backup does NOT require connection to a secure Wi-Fi network (i.e. 3G is sufficient).
    • *Manually backing up the device WILL NOT ensure that automatic iCloud Backup settings are configured