Setup
"Setting up your PC" never finishes
- Approve the Windows permission prompt. It can open behind the app, so check the taskbar. If you closed it, press Try again.
- The app needs an internet connection. Corporate networks and firewalls sometimes block it, so try a home network.
- Antivirus, or a proxy that inspects secure traffic, can block the connection or the service. Pause it for a minute and try again.
- "Windows is still removing the previous Diagnosly service": close the Services window and Task Manager, wait a moment, then try again. Restarting Windows always clears it.
- Still stuck? Choose Manual install, or email
support@diagnosly.appwith what the app shows.
Windows says the app is from an unknown publisher
The installer isn't code-signed yet. Choose More info, then Run anyway, only for the installer you downloaded from diagnosly.app. See Installing the app.
"Your account already has a different PC connected"
An account holds one PC. If your computer has a new name, email support@diagnosly.app and we'll move it for you.
The app and the website show different things
They're signed in as different accounts. Check the email shown in each and sign one out.
Connection
"Your PC isn't connected"
The Diagnosly service on your PC hasn't contacted us recently. If the PC is just starting up it fixes itself. If it was reinstalled, press Reconnect this PC.
A diagnosis says the PC may be offline
It timed out because the PC stopped responding. Check the PC is on and online, then start again. You aren't charged in full.
Credits and limits
| You see | What it means |
|---|---|
| You're out of credits | Your balance is empty. Press Top up credits. See Topping up. |
| Modes greyed out | Your balance doesn't cover the first half credit. Top up. |
| A card asking Continue (0.50 more) or Stop here | A spending checkpoint. Choose to carry on or stop. Nothing more is spent until you choose. |
| You've reached today's spending limit | Your daily limit is used up. It resets at midnight UTC, or raise it in Settings, under Diagnosing. |
See Spending limits and checkpoints.
Diagnoses
A diagnosis failed
If it says "Something went wrong on our side", try again in a minute. Nothing on your PC was changed. If it keeps failing, email support@diagnosly.app with the time. A diagnosis that fails or times out isn't charged in full.
It's waiting and nothing is happening
Look for a question, a plan card or a spending checkpoint in its window. It waits for your answer for up to a day.
Backups
- Back up now is greyed out: one backup every 15 minutes per PC is allowed. The button shows how long to wait.
- Settings saved only: Windows couldn't make a restore point (System Protection may be blocked on this PC), so only the settings copy was saved.
See Backups and restore points.
Updates and sign-in
If an update won't install, see App updates. If the app won't keep you signed in, sign out and in again from the account menu. The app saves your sign-in in Windows Credential Manager, so where that isn't available (for example Windows Sandbox) it can't remember you between launches.
Contact
support@diagnosly.app