[EN] - Troubleshooting for Acuity Tracking application

Owned by Rebecca Sonu
Last updated: May 26, 2022
2 min read

Before raising a ticket to our support team, please follow below steps for troubleshooting the application:

Please make sure that the Acuity Tracking application is not working in the background while you force stop it or delete the cache and data.

 

  • To force stop the application you need to follow these steps:

  1. Go your device general settings

  2. Choose Apps

  3. Select the application Acuity Tracking [TSL] or [ORCA] depending on your device

  4. Then, click on Force Stop

  • To clear the data and delete the cache, you need to follow these steps:

  1. Go your device general settings

  2. Choose Apps

  3. Select the application Acuity Tracking [TSL] or [ORCA] depending on your device

  4. Choose Storage

  5. You will have the two options shown on your screen : Clear data and Clear Cache

  6. Clear Cache first and then Clear data

  7. Finally, open the application, allow the permissions to location and storage again and login using your credentials

If these steps do not work, please try to uninstall/reinstall the application from Google Play Store : [EN] - How to install Tracking application?

If all above steps fail and the application is still crashing, please raise a ticket to our support team : support.tcas@hidglobal providing the following information:

  1. Internet connection is available? (WiFi, 4G)

  2. Date and hour are correct?

  3. Error message: login error, process error (if yes, mention the process e.g. inventory, clean/soil collection etc)

  4. Screenshots of the error message

  5. If possible, send us the logs of the application by following the steps in this article: [EN] - How to recover Acuity Tracking application logs

  6. If it is not possible for you to send us the logs, provide us the Anydesk ID/adress to connect to your device and allow us to recover the logs of the application in order to investigate the issue you are reporting. Anydesk is usually already installed on your devices if bought from HID. Please check this article for more information about Anydesk: [EN] How we use ANYDESK to remotely connect to your (mobile) devices