Troubleshooting
Common issues and solutions for Haltian IoT Studio iOS
For All Users
This guide addresses common issues and provides solutions for Haltian IoT Studio iOS app.
Sign-In Issues
Cannot Sign In
Symptoms:
- “Invalid credentials” error
- Sign-in button doesn’t respond
- App shows loading indefinitely
Solutions:
Verify credentials:
- Check email address is correct
- Verify password (case-sensitive)
- Try “Forgot Password” if needed
Check internet connection:
- Ensure device has active internet
- Try switching between Wi-Fi and cellular
- Test connection in Safari or another app
Clear app cache:
- Delete and reinstall the app
- Sign in again with credentials
Check account status:
- Verify account is active
- Contact admin if account may be disabled
- Ensure organization is active
Device Issues
Devices Not Loading
Symptoms:
- Empty device list
- Spinning loader never completes
- “No devices found” message
Solutions:
Pull down to refresh:
- Pull down on device list to refresh
- Wait for sync to complete
Check filters:
- Verify no restrictive filters active
- Clear all filters
- Check search field is empty
Verify organization:
- Ensure correct organization selected
- Switch organizations if needed
Check role permissions:
- Verify your role has device access
- Contact admin if restricted
Device Not Found in Search
If a device isn’t found:
- Verify the search term matches an identifier
- Try different identifiers (Customer Label ID, Serial, etc.)
- Scan the QR code directly
- Check if the device is in your organization
- Verify device has been claimed
Device Data Not Updating
Symptoms:
- Measurements show old timestamps
- “Last updated X hours ago”
- Refresh doesn’t update data
Solutions:
Check device status:
- Verify device is online (not in offline alert)
- Check last communication time
- Offline devices won’t have new data
Check network:
- Ensure app has internet connection
- Try switching networks
- Wait a moment and refresh again
Device may be reporting slowly:
- Check device’s reporting interval
- Some devices only report hourly or daily
- Verify device has power/battery
Floor Plan Issues
Floor Plan Not Displaying
Symptoms:
- “Map not available” message
- Blank white/gray screen
- Loading spinner doesn’t complete
Solutions:
Check if floor plan configured:
- Floor plans may not be set up for all spaces
- Contact Designer/Manager to upload floor plans
Check network:
- Ensure good internet connection
- Large floor plan images require bandwidth
- Try again on Wi-Fi
Try different floor:
- Some floors may not have plans yet
- Test with a known floor that has a plan
Device Not Showing on Floor Plan
Cause: Device may not be installed on that floor.
Solutions:
- Verify device has installation location set
- Check device is installed on the correct floor
- Install the device on the floor plan
Installation Issues
Cannot Install Device
Symptoms:
- Install button disabled or unresponsive
- Device won’t associate with position
- Error message when trying to install
Solutions:
Check role permissions:
- Must be Installer, Designer, or Manager
- Contact admin for role upgrade
Verify floor plan exists:
- Cannot install on floors without floor plans
- Upload floor plan first
Check device status:
- Device may already be installed elsewhere
- Uninstall from old location first
- Device must be claimed to your organization
Wrong Device Position
If a device shows in the wrong location:
- Open device details
- Tap Installation Location > Position
- Move crosshair to correct position
- Tap Save
Keywords and Organization
Keywords Not Saving
Symptoms:
- Keyword changes don’t persist
- Assigned keywords disappear
- Error when saving keywords
Solutions:
Check role permissions:
- Must be Installer, Designer, or Manager
- Viewers cannot edit keywords
Verify network:
- Ensure good internet connection
- Changes require server sync
Try again:
- Pull to refresh
- Reassign keywords
- Check if they persist after refresh
Missing Keywords
If expected keywords don’t appear:
- Refresh the keyword list
- Check if keywords were deleted
- Verify you’re in the correct organization
- Create new keywords if needed
Alert Issues
Alerts Not Showing
If device alerts don’t appear:
- Tap Refresh in Device Alerts view
- Check if devices are actually in alert state
- Verify alert thresholds are configured
- Ensure devices are reporting data
False Alerts
If you see alerts for devices that appear normal:
- Check actual measurement values in device details
- Verify threshold values are appropriate
- Consider environmental factors (temperature affects battery)
- Contact support if thresholds seem incorrect
Export Issues
Export Fails
If data export fails:
- Check internet connection is stable
- Reduce date range (try 1-2 days)
- Select fewer measurement types
- Try again later (server may be busy)
- Ensure iCloud Drive is enabled and has space
Cannot Find Exported File
If you can’t find the exported file:
- Open Files app > iCloud Drive > Haltian IoT Studio
- Ensure iCloud Drive is enabled in iOS Settings
- Check if file is downloading (cloud icon)
- Wait for iCloud sync to complete
Performance Issues
App Running Slowly
Symptoms:
- Lag when scrolling
- Delayed tap responses
- Freezing or stuttering
Solutions:
Restart app:
- Force close app (swipe up from app switcher)
- Reopen
Update app:
- Check App Store for updates
- Install latest version
Free up device storage:
- iOS Settings > General > iPhone Storage
- Ensure >1 GB free space
Restart device:
- Power off iPhone/iPad
- Wait 30 seconds
- Power back on
App Crashes
Symptoms:
- App unexpectedly closes
- Returns to home screen
- Won’t stay open
Solutions:
Update app:
- Install latest version from App Store
Reinstall app:
- Delete Haltian IoT Studio
- Reinstall from App Store
- Sign in again
Update iOS:
- Ensure you’re running compatible iOS version (15.0+)
- Update to latest iOS if available
Report crash:
- Contact support with details
- Include device model and iOS version
- Describe what you were doing when crash occurred
Network Issues
Connection Problems
If experiencing network issues:
- Verify internet connectivity in other apps
- Try switching between Wi-Fi and cellular
- Check if VPN is interfering
- Restart Wi-Fi router if applicable
- Contact IT if on corporate network
Slow Data Loading
If data loads very slowly:
- Check network speed
- Switch to Wi-Fi if on cellular
- Close other bandwidth-heavy apps
- Try again during off-peak hours
General Troubleshooting Steps
When experiencing issues:
- ✅ Pull to refresh - Often resolves stale data
- ✅ Check internet connection - Many features require connectivity
- ✅ Restart app - Force close and reopen
- ✅ Check for updates - Install latest version
- ✅ Verify permissions - Ensure your role allows the action
- ✅ Restart device - Resolve system-level issues
- ✅ Reinstall app - Last resort for persistent issues
Getting Help
Contact Support
If issues persist:
Email: support@haltian.com
Include:
- App version (from About screen)
- Device model and iOS version
- Detailed description of issue
- Screenshots if applicable
- Steps to reproduce
- When the issue started
Documentation
- Review this userguide for feature details
- Check Getting Started for basics
- See specific feature pages for detailed instructions
Administrator
Contact your organization’s Manager or Sysadmin for:
- Role and permission issues
- Organization-level problems
- User account issues
- Access requests
Known Issues
Check the Haltian support portal or contact support for current known issues and planned fixes.
Next Steps
- Getting Started - Review basics
- For Viewers & Installers - Core device features
- For Designers & Managers - Configuration features