Support
Getting help
The fastest route is the report button inside whichever thing is misbehaving. It reaches us with the context already attached.
Report it from inside the app
The setup app on your computer
"Send to FrameBright" in the bottom bar. It attaches a redacted tail of its own log — what it saw on the USB bus, which step failed, what the device answered.
Your dashboard
The "Something not working?" card. It attaches a summary of your account and its tablets if you leave the box ticked.
In both cases nothing is sent until you press the button, and the technical attachment is a tick box you can clear. Describe the problem however you like — "the tablet never showed up" is a perfectly good bug report, and usually enough.
Why this beats an email. A report sent this way arrives with the state of the machine at the moment it broke. An email arrives with a description of it, and we then spend two days asking you to reproduce it.
Undoing an install
| What you installed | How to reverse it |
|---|---|
| Supervision on a tablet | The setup app can relinquish supervision and hand the device back. A factory reset from the tablet's recovery menu also clears it. |
| The Windows computer agent | Run the installer again and choose uninstall, or run it with the uninstall switch from an elevated PowerShell. The uninstaller is put in place before any change is made. |
| The macOS computer agent | Run the uninstall command that shipped alongside it. It removes the helper and restores the resolver. |
| The setup app itself | An ordinary application. Drag it to the Bin, or uninstall it from Windows Settings. Removing it does not un-supervise a tablet. |
Common first things to check
- The tablet is not detected. USB debugging on, the "Allow USB debugging?" prompt accepted on the tablet, and a cable that carries data rather than only power.
- Setup refuses because an account is signed in. That is Android's rule, not ours. Remove the Google or Amazon account, then start again.
- A Samsung refuses at the first step. Auto Blocker. Switch it off in Settings before you begin; supervision cannot switch it off for you.
- The pairing code was rejected. They expire after fifteen minutes and work once. Ask the setup app for a fresh one.