Troubleshooting the reports

Contents

Why am I not receiving a report?

Assuming that any necessary internet connections are working, the following are possible reasons why someone did not receive a Net Responsibility (NR) report that they were expecting:

  • The user has not successfully registered, installed, and/or configured the NR program. In this case, the Troubleshooting Installation and Configuration guide may be helpful.
  • There is a bug in the NR program.
  • The user did not enter the expected email address during the registration process, or did not save their settings.
  • The email containing the report was considered spam by the email server or email client, and was automatically quarantined, or directed to a Spam/Junk/Trash folder.

For the first three reasons, the user will need to make sure any problems are resolved. The first and third reasons can be looked at by testing the NR program, checking online settings, and making sure NR has been configured after any changes to online settings. The second reason can be looked at by examining any errors generated by the NR program and/or contacting the developers or other users via the NR website or the forum mentioned on the main page. For the third reason it would also be good to check that the intended email address is correct. For the fourth reason, the person receiving the email will need to figure out a solution. If an accountability partner (AP) is not receiving a report they were expecting, they should first try to make sure it is not for the fourth reason, and then they should contact the user and request them to check out the first three reasons. Please note that, even if reports have been coming through without a problem before, it is still possible that they may begin to be treated as spam. However, most email servers and email clients have a way to 'train' their spam filters or 'whitelist' certain 'From' addresses, which should keep this from becoming a problem.

Why doesn't the attached report work right?

For an introduction to the attached report, see the Understanding the Reports guide. Following are some reasons why an attached report might not be functioning as it should:

  • If the attached file is a ZIP file, the computer may not have software installed to 'unzip' or extract it. Try downloading it to a location outside of your web browser and email client. If you have the necessary software installed, you may be able to right-click on the ZIP file and choose 'Extract', 'Extract here', or something similar, which should result in an HTML file being created that you can then view with your web browser. If you don't see this option when you right-click, you may need to download and install 'archive manager' software in order to extract it.
  • If the attached file is an HTML file (these usually have an .htm or .html extension), the most likely problem is that your web browser or email client does not have JavaScript enabled. If this is the case, then you will see a message informing you of this. It is recommended that you save the attached file somewhere outside of your web browser or email client, and then try to open it with your web browser. If you get the same message, then JavaScript is not working correctly in your browser. Make sure that JavaScript is both installed AND enabled in your browser, remembering that with some browsers it is possible that the settings may have JavaScript 'enabled' even if it's not actually installed. Also note that Java and JavaScript are two different things, even though they share the same name. To check if JavaScript is currently enabled in the browser you're using, you can try this JavaScript Test website.
  • If you are able to open the attached file in your web browser and see the report, but certain parts of the tree structure are missing or not working properly, then JavaScript is working correctly in your browser, but you have probably opened it from within your webmail account (in your web browser) or your email client. For security purposes some email servers and email clients will 'strip' certain parts of an attachment (like parts of a JavaScript script) when it is opened. In order for the report to work properly, the attached file should be saved somewhere outside of the web browser or email client, and then opened from that location.
  • The attached report may be 'broken' because of some problems in its code (such as the appearance of unwanted newlines and single quotes). If this is the case, the usual symptom is that JavaScript will not work at all, meaning that neither the JavaScript tree nor the text message about JavaScript being disabled will be displayed. Improvements to the software are the best long-term solution, but until that happens a temporary workaround is to try to 'repair' the broken report by clicking on this link and following the instructions there. This is not guaranteed to work in every case, but it is worth trying. Also, note that the report you are trying to repair needs to be smaller than 12 MB.

Why are there so many false positives?

There may be a lot of false positives (i.e. a warning that is not really a problem) in the Warnings section of the reports you receive, causing you to wonder why there are so many, and if there isn't anything that can be done to lessen or completely avoid them. The reason there are so many is because efforts are still being made to test and tweak the filtering method in order to catch what needs to be caught, and ignore the rest. The developers of NR can do a certain amount of improvement on their own, but it would be tremendously helpful if NR users and accountability partners also helped out with this process. Here are three different ways that help can be given:

  • NR users can make sure the option 'Provide improvement data' is selected in the 'Tweaks' section of their online settings. When this is selected, the program will anonymously send the warnings from each report to our server and store them there. This will help developers understand how to improve the blacklists and filtering methods.
  • A relatively new feature we are using in the Warnings section of reports is a color-coded number ranking system for each item listed. Because it has not been extensively tested, you should not completely rely on it at the current time. However, efforts are being made to improve its accuracy and the good news is, since it is included in the reports that are sent out, you are also able to help out with this. For more information about how you can give valuable help by giving a bit of your time whenever you receive a report, see the 'Improving the Reports' section of the "Understanding the Reports" guide. Thanks in advance for whatever help you can give in making the reports more accurate and useful!