Troubleshooting Guide: Device Problems

Modified on Thu, 31 Jul at 7:47 AM

If your SOL-X device (tablet or smartwatch) is physically functioning but you’re still encountering issues, or if the device has become unusable, follow the guidance below to identify next steps.

Scenario 1: Device Works but I Still Have a Problem

This section applies if the device powers on and responds, but specific functionalities are not working as expected.

Common Issues:

Location tracking in certain areas does not work
This could be due to poor signal strength or environmental interference. If the issue persists, submit a service request for further investigation.
Tablet-to-computer connection fails or keeps disconnecting
This may be a hardware or software compatibility issue. Try restarting both devices. If the issue remains, please submit a service request.
Form sections are not saving after creation
This is likely a software-related bug.
- Action: Please submit a service request with screenshots and a description of what data is not saving.

Scenario 2: I Cannot Use the Device

This applies when the device fails to power on or becomes unusable.

Common Issues and Solutions:

Device does not turn on
- Ensure the device is charged.
- If still unresponsive, try a different charger or USB port.
- If the issue continues, contact SOL-X support.
Device turns off while being used
- Check for overheating or low battery issues.
- If consistent, raise a service request for hardware inspection.
I cannot charge the device
- Step 1: Try charging using another official SOL-X charger.
- Step 2: Ask the person in charge onboard for a spare charger.
- Step 3: If the charger is faulty or the device still doesn’t charge, contact the service line or submit a service request.

When to Submit a Service Request:
If restarting, refreshing, or using alternate chargers doesn’t resolve the problem, document the issue with:

A brief description of the issue
Steps already taken
A photo or video if possible
Then submit a ticket via the support portal.