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Difference between revisions of "Mobile Device Troubleshooting"
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| Line 1: | Line 1: | ||
| − | == Trouble syncing == | + | == <B>Trouble syncing</B> == |
=== Device errors out in the middle of a sync. === | === Device errors out in the middle of a sync. === | ||
| Line 32: | Line 32: | ||
:::: If none of this results in a successful sync, Contact [[Contact Us#Support|TrackAbout Support]] | :::: If none of this results in a successful sync, Contact [[Contact Us#Support|TrackAbout Support]] | ||
| − | == Device powers up as normal and is responsive but TrackAbout seems to be missing == | + | == <b>Device powers up as normal and is responsive but TrackAbout seems to be missing </b>== |
::*Go to the Mobile Units section of the TrackAbout Website and re-install the TA Mobile software from the Software downloads link | ::*Go to the Mobile Units section of the TrackAbout Website and re-install the TA Mobile software from the Software downloads link | ||
| Line 38: | Line 38: | ||
:::: If this is not available or if it does not work, Contact [[Contact Us#Support|TrackAbout Support]] | :::: If this is not available or if it does not work, Contact [[Contact Us#Support|TrackAbout Support]] | ||
| − | == Device will not turn on == | + | == <b>Device will not turn on </b>== |
::*Ensure it has a charged battery | ::*Ensure it has a charged battery | ||
| Line 46: | Line 46: | ||
:::::If the Device still does not power up after trying the above, contact your management for repair or replacement procedures or Contact [[Contact Us#Support|TrackAbout Support]] | :::::If the Device still does not power up after trying the above, contact your management for repair or replacement procedures or Contact [[Contact Us#Support|TrackAbout Support]] | ||
| − | == Device is Powered up but appears to be frozen or unresponsive == | + | == <b>Device is Powered up but appears to be frozen or unresponsive </b>== |
::*Try to find an exit button or icon on the current screen and tap it. | ::*Try to find an exit button or icon on the current screen and tap it. | ||
:::If that fails try to Warm boot the Device | :::If that fails try to Warm boot the Device | ||
::::For instructions on how to warm boot the Device, click [[warm_boot_guide|here]]. | ::::For instructions on how to warm boot the Device, click [[warm_boot_guide|here]]. | ||
Revision as of 20:05, 29 October 2009
Trouble syncing
Device errors out in the middle of a sync.
- Make note of the error displayed (if possible leave it on the screen)
- Contact TrackAbout Support
Device fails to initiate a sync at all
- Try another "good" Device in this cradle
- (If this sync works, it confirms that the issue is with that "problem" Device).
- Try the "problem" Device in another cradle
- (If this sync works, it confirms that the issue is with that first cradle)
The sync was successful with another cradle, so the issue appears to be with the first cradle
- All Devices fail to sync with that cradle; but they sync fine when using another cradle
- Ensure that the cradle is firmly plugged into the Data cable.
- Ensure that the Data cable is firmly plugged into the Computer
- Ensure that the Cradle has power (Power cord is plugged in and connected to a working outlet).
- If none of this results in a successful sync, Contact TrackAbout Support
The sync continues to fail for the "problem" Device in both cases above:
- Check the metal connectors in the cradle and on the Device itself.
- If there is dirt or grime on the connectors, it can interfere with a sync.
- Check that the Device has power
- Device must be powered on to Sync
- Ensure that TrackAbout is installed on the Device
- If none of this results in a successful sync, Contact TrackAbout Support
Device powers up as normal and is responsive but TrackAbout seems to be missing
- Go to the Mobile Units section of the TrackAbout Website and re-install the TA Mobile software from the Software downloads link
- If this is not available or if it does not work, Contact TrackAbout Support
Device will not turn on
- Ensure it has a charged battery
- Try using a spare charged batter or one from another device
- WARNING! removing the battery from a working Device will remove TrackAbout from that Device
- If the Device still does not power up after trying the above, contact your management for repair or replacement procedures or Contact TrackAbout Support
Device is Powered up but appears to be frozen or unresponsive
- Try to find an exit button or icon on the current screen and tap it.
- If that fails try to Warm boot the Device
- For instructions on how to warm boot the Device, click here.