Troubleshooting Guide: Application Issues

Modified on Thu, 31 Jul at 7:48 AM

This guide helps resolve common problems related to user visibility and PIN access in the SOL-X system.

If a user’s name is not appearing on the dashboard, follow these checks:

Device Charge
Ensure the person’s SmartWatch is powered on and charged.
Wi-Fi Connection
If the device is charged, verify it is connected to the vessel’s Wi-Fi network.
App Refresh
Pull down on the home screen to refresh the app and sync latest data.
User List Check
Go to the User List in the dashboard to ensure the individual has been added.

If a crew member has forgotten their PIN:

PIN Retrieval by Supervisor
The Responsible Authority (e.g., Safety Officer or Supervisor) can view the PIN by:
- Navigating to the User List on the dashboard.
- Looking up the individual under their name.
  The PIN is also automatically sent to the crew member’s official work email.
If PIN Cannot Be Retrieved
If the responsible person cannot access the PIN, please submit a service request through the support portal or reach out to SOL-X Support.

If the app stopped functioning right after performing a software update:

Restart the App
Fully close the app and reopen it.
Manually Refresh the Screen
Pull down anywhere on the app's home screen to force a refresh.
Check for Persistent Issues
If the issue continues, it may be a software bug.
Raise a Service Request
Submit a service request to the SOL-X support team for investigation.

If the app becomes unresponsive or is performing slowly:

Restart the App
Close and relaunch the app to reset the state.
Perform a Manual Refresh
Swipe down on the home screen to trigger data reload.
Check for Recurrence
If performance issues persist, treat it as a potential bug.
Submit a Service Request
Contact SOL-X support with a description of the issue and device details.

Need Support?
Please include the following in your request to help speed up resolution: