Product Guide

Troubleshooting

If you run into issues with your FieldKit Station, please reach out to us for support.

Log a Support Ticket

The best way to get swift help regarding any issues with your FieldKit Station, the app, or the web portal is to log a support ticket. You can do this from any page on our website by clicking on the blue Question Mark Icon in the bottom right hand corner of your screen.

Diagram_Photo_Help_Icon

What information should I include?

The following information is invaluable for our support team to understand, assign and resolve the issue as quickly as possible:

1. Category

Are you asking a question or reporting a problem?

2. Name

Your name.

3. Email

Your email.

4. Subject

A simple one-liner description of the issue.

Example: Screen hangs on “Fetching Station information”

5. How Can we Help?

A more detailed explanation of the issue with steps for our team to follow in order to reproduce and solve the issue. Plus some technical details.

  • Steps to Reproduce
  • Platform (Are you on the mobile app? Or the web portal?)
  • URL or Page Name
  • App Version (In Settings > Help)
  • Browser/OS/device
  • Diagnostics (In Settings > Developer, hit “Upload Diagnostics” and paste the phrase into your ticket)

 

Example:
When on the FieldKit mobile app on the “Connect your FieldKit Station” page, the screen hangs on “Fetching Station information”.

Steps to Reproduce

  1. Open app
  2. Go through Onboarding steps to Connect your FieldKit Station” page
  3. Go to phone wifi settings and join Station WiFi
  4. Come back to app – Screen hangs on “Fetching Station information”
  5. After a while, get bored and close the app
  6. Open app again and go to Stations page, and the station is there and is connected

App Version: 561
Browser/OS/device: iphone 6s, ios 13.3.1
Diagnostics: motor bouquet debrief

6. Expected vs Actual Results

For us to see the issue from your perspective, it’s helpful to understand what you’re expecting to see, and how that differs from your actual experience.

Example:
Expected – The screen does not hang on “Fetching Station information”. It appears for a couple seconds, and then takes me to the Stations page where the station is listed and connected.

Actual – The screen hangs on “Fetching Station information” forever and I get stuck in the process, forcing me to close the app.

7. I am in the Field Right Now

Tick this checkbox to let us know if you are in the field and need urgent assistance!

8. Images / Annotated Screenshots

A picture speaks a thousand words, and an annotated picture is even better.

Example: https://www.screencast.com/t/E6A6bgEVh