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  • Apple devices
    • Must be activated
    • The trust pop-up on device 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 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 info: 
  • Android devices
    • Must have USB debugging enabled before running diagnostics (just like for erasure).

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