Issue: I see an empty view when starting a Patrol

Solution: Make sure that the user has permissions to add, view, and edit a Patrol as explained in Mobile User Permissions

• If in doubt, please set up the "Patrol Permission - Mobile" Permission Set

Issue: I see an empty view when starting a Report

Solution: Make sure that the user has permission to see the desired Report category as explained in Mobile User Permissions

• For example, for this user we want to give permissions for the “Mobile Test” Event category and the “Mobile Testing” Event category.

• This will give us permits to see in the app all events under these 2 categories.

I see a “Not authorized” reason for my pending Report

Solution: Make sure your user profile has the same Permissions as the parent user. 

Issue: I see a “Not authorized” message when starting a Patrol

Solution: Ensure your user profile has the same Patrol permissions as the parent user.

Note: Changes made to admin need to be synced. Please start a manual sync by tapping on Sync in Status view or closing and reopening the app to see changes applied. 

 

 

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Error Message: Your user account could not be synced, please contact your site admin issue
 

Cause: This issue is displayed when the user did not successfully create a subject on the server.

Solution: When presented with this login error the user account should be verified from EarthRanger Admin as to the status of an associated subject.

An Admin of the site should confirm the state of that user on their server and see if they have a linked subject.

If a subject is not currently associated with the user, an association can be created, or if a subject is associated with the user an admin can remove that subject from the system.

If this does not resolve the issue, it is recommended that the user send their app logs to the support team for further troubleshooting.

 

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Issue: I don’t see the "Tracking" filled in with my user information on the web
 

The list of subjects labeled as "tracked by" is derived from the Subject Groups within the Default Patrol Configuration. Ensure that your subject is included in the subject group specified in the default patrol configuration you've selected.

Issue: I don’t see the Event I created submitted on the web 

Solution: Go to the Status > Events tab in the EarthRanger mobile app to see any Events pending sync.

If there are Events pending sync, you can click to see more details, including the Reason the sync is still pending.

Issue: I have tracking points pending and they are not automatically being synchronized

Solution:

1. Make sure you have an active internet connection.
2. If cellular data is required for connection, make sure mobile data usage is enabled for EarthRanger Mobile in your device's cellular data settings.
3. The tracking points will be cached locally when offline and the app aggressively tries to upload once an internet connection is re-established. Batching is on the order of 25 when uploading cached tracking points and there is no limit on how many to make the batch attempt. 
    

Issue: The map is not loading, I only see a grey background.

Solution:

1. Make sure you have an internet connection available.

   EarthRanger Mobile has full support for offline maps. When actively tracking the app caches sections of the map for offline use, but not the entire base map so when offline if you navigate to an area where the map wasn't cached you could see an empty view. Your tracking points and lines should continue to work whether a map is cached or not while offline. 

    

Issue: I don’t see my tracking in the app

Solution:

1. Make sure the EarthRanger Mobile has the following permissions in device settings:
2. Location: Always
3. Motion & Fitness: On