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• Apple devices
  • Must be activated
  • The trust pop-up on device

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• • screen must also be accepted (it means that you trust the computer where the device is connected to). It can take a while for the device to appear as 'Connected' after granting trust. Please see

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• • this article for more information.
  • Starting from iOS 9, it is also required to establish trust to the application developer in device settings before launching diagnostics on the device. See device documentation for more

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• • info: https://support.apple.com/en-us/HT204460 
    
• Android devices
  • Must have USB debugging enabled before running diagnostics (just like

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• • for erasure).