Reference

13Troubleshooting

The problems that actually come up on a competition day, in the order of how often they come up, with the fix for each.

Mixed, see chapter

The first three things to try#

  1. Pull down to refresh on the QR Scan tab, or use Refresh all. Most problems are stale data.
  2. Check the Online chip. A lot of what looks broken is a phone that thinks it has a connection and does not.
  3. Close the app completely and reopen it. On resume it re-checks the connection, syncs the queue and reloads the caches.

Caution

Do not uninstall the app to fix something while you have scans in the queue. Uninstalling deletes them. Sync first, and check that Pending is at zero.

Sign in problems#

You are offline. Internet is required for login.
There is no offline sign in. Find a signal, even for ten seconds.
Sign in is refused
Check the account on the website first. This app uses the same credentials, so if the website refuses them too, it is the account, not the app.
You were signed out on your own
The session expired, usually after a long time offline. Sign in again. Nothing queued is lost by signing in again.

No competitions, no categories, no pilots#

No competitions available yet.
Your account is not staff on any competition. Only the organizer can fix that, on the website. Refresh after they do.
No categories available for this competition.
Either the organizer has not defined any, or this phone has never been online with this competition selected. Get a connection and refresh.
Pilots 0
The pilot cache is empty. Use Refresh pilot cache with a connection. If it stays at zero, no pilots are registered yet.
A competition you expect is missing
Refresh first. If it is still missing, you are not on its staff list, or you are signed in with a different account than the one the organizer added.

Scanning problems#

The camera screen is black
The camera permission was refused. Grant it in the phone's system settings for STP Supporter, then reopen the scanner.
The code will not read
Wipe the lens, get out of direct sun, and increase the brightness of the pilot's screen. A printed code in the shade reads faster than a dim phone in the sun. A cracked screen may need the printout or the code from the pilot's profile on the website.
Could not read a valid SkyTrack token from this QR code.
It is the wrong QR code. Make sure it is the pilot's SkyTrackPro code, not a ticket, a wifi code or another system's code.
Pilot not found in local cache...
A late registration your phone has not seen. Get a connection and use Refresh pilot cache.
Register scan required first...
Offline, the Register category has to be scanned on this phone first. Either scan Register with a connection, or get a connection and scan the category directly.
The photo does not match the person
Tap Cancel. Do not record it. Send them to registration.

The queue will not empty#

Pending stays above zero
Tap the chip or use Sync queue now with a real connection. If the Online chip says offline while your browser works, toggle airplane mode once.
Failed is above zero
The server refused those scans. Retrying will not change that. See Offline scanning and the queue and tell the organizer which pilots are affected.
A scan is not in the pilot's history
Check Recent activity. If it says Queued, it has not uploaded yet. If it says Confirmed or Synced, refresh the history: it reads the server, and the server may need a moment.

The live map or the feed is empty#

No live task available for today.
The organizer has not published a task yet. Use Refresh live task once they have.
Live tracking is disabled for this competition.
Turned off for the whole event. Nothing you can do in the app.
The task is there but nobody is on it
Normal before take off. Pilots appear as their own apps start publishing. Check the connection badge reads Connected.
The badge is stuck on Reconnecting
The phone's connection is the problem. The app retries by itself, waiting longer each time, and recovers without help once the signal is back.
Markers are there but names are not
You are zoomed out too far. Labels are hidden below the task scale to keep the map readable.
The feed is empty
No pilot has sent anything yet today. Both live tabs stop refreshing when you leave them, so open the tab and give it ten seconds.

Driver problems#

There is no Driver tab
You are not marked as a retrieve driver on the selected competition, or you have the wrong competition selected. Ask the organizer, then refresh.
Sharing will not turn on at all
If the app answers No live task published for today., there is no task to attach your position to yet. Wait until the organizer publishes it.
Sharing turns itself off
Switching competition stops it on purpose. Otherwise it is the phone killing the app in the background: keep it plugged in, and on Android leave the ongoing notification alone.
Waiting for GPS fix... never ends
The phone has no satellite view. Drive out of the garage or the underpass. If it persists, check that location services are on for the phone as a whole.
No pilots are assigned to you
Assignments are made by the ops room, from the Live Ops feed or on the website. Turn sharing on so they can see where you are, and tell them you are available.
A pickup vanished from your list
Somebody reassigned that pilot to another driver. Confirm with the ops room before you drive any further.
No drivers on staff yet... in the driver picker
Nobody on this competition carries the retrieve driver capability. Only the organizer can grant it, on the website.
There is no distance badge on a pickup card
The distance is measured from your own position, so it only appears while you are sharing it.

Getting help#

For anything about the competition itself, its categories, its pilots, its task or its retrieve assignments, the organizer is the right address, and everything is fixed on the website.

For the app itself, ask in the SkyTrackPro forum. Include the competition, the exact message the app showed, whether you were online, and what you had just tapped. On a Register screen, the Raw payload JSON section is the single most useful thing you can attach.