Difference between revisions of "Mobile Device Troubleshooting"

Revision as of 20:07, 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. Clean them or use canned air to remove the dust.

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.

@@ Line 48: / Line 48: @@
 == <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.
-:::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]].