Troubleshooting

Common issues and solutions for Haltian Field

Login Issues

Cannot reach server

Symptoms: “Network error: Cannot reach server” or “Connection timeout: Server is not responding” message on login.

Solutions:

  1. Verify the Host URL is correct
  2. Check your internet connection (WiFi or mobile data)
  3. Try opening the Host URL in a web browser to confirm the server is reachable
  4. If using a corporate network, check if a VPN is required
  5. If the server is not responding, try again later or contact your administrator

Invalid credentials

Symptoms: “Login failed: Invalid credentials or server error” message.

Solutions:

  1. Double-check your email and password
  2. Verify the Organization name is spelled correctly (case-sensitive)
  3. Try logging in via the web application to confirm your credentials work
  4. Contact your administrator to reset your password if needed

Missing user role

Symptoms: “Missing user role” screen after login, with a message to contact support.

Solution: Your account does not have a role assigned. Contact your organization’s administrator to assign you a role (Viewer, Installer, Designer, or Manager).

Search Issues

No devices found

Solutions:

  1. Check for typos in your search query
  2. Try searching by a different identifier (name, serial number, Customer Label ID)
  3. Ensure you are logged into the correct organization
  4. The device may not yet be registered on the platform

Too many results

Symptoms: “More than 30 matches” warning banner.

Solution: Refine your search with more specific terms. Use exact identifiers like serial numbers or Customer Label IDs for precise results.

QR scanner not working

Solutions:

  1. Grant camera permission when prompted (check device settings if previously denied)
  2. Ensure adequate lighting — the camera needs to clearly see the QR code
  3. Hold the device steady at a readable distance
  4. Clean the QR code label if it is damaged or obscured
  5. Try manually entering the identifier from the label instead

Device Data Issues

Measurements not updating

Solutions:

  1. Check the Last seen timestamp — if the device hasn’t been seen recently, it may be offline
  2. Pull down to refresh the device details
  3. Battery-powered devices report at intervals (minutes to hours) — wait for the next report
  4. Check battery level — a depleted battery prevents reporting

Device shows as stale (dimmed)

Symptoms: Device appears at 50% opacity in search results.

Explanation: The device has not communicated for more than 3 days. This may indicate:

  • Battery depletion
  • Device powered off or removed
  • Network connectivity issue (gateway offline)
  • Device outside wireless range

Configuration command not delivered

Solutions:

  1. Check the Command Log on the Configuration screen for the command’s delivery status
  2. Commands are delivered on the device’s next communication cycle — this may take time
  3. Ensure the device is not offline (check Last seen timestamp)
  4. Verify you sent the correct command for the device model

App Issues

Camera permission denied

Symptoms: QR scanner button doesn’t open the camera; “Camera permission is required” message.

Solution: Go to your phone’s Settings → Apps → Haltian Field → Permissions → Enable Camera.

App appears frozen during login

Symptoms: Spinner showing “Initializing spaces…” for a long time.

Solution: The app is loading your organization’s space hierarchy. For large organizations with many locations, this may take a moment. If it takes more than 30 seconds, force-close the app and try again. Check your network connection.

Favorites not showing data

Solutions:

  1. Pull down to refresh the Favorites screen
  2. Verify the favorited devices are still active (check Last seen)
  3. Favorites are scoped per organization — ensure you are logged into the correct organization