Troubleshooting
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      ERROR PROCESSING ON THE SERVER (Legacy App)

      Having server processing troubles? Try this first...

      This guide is for the Legacy HindSite App   LegacyApp

      Processing errors (note: these are different than server not found errors) are currently only caused on the Legacy app, and most commonly caused because the app is older and no longer supported by the dev team. It can also be caused by Techs entering Emojis in their notes. You can try to have the tech send a complete backup before following these steps to not lose any data, BUT it will need to be manually imported by a Hindsite support technician.

       

      Step one: Backup the data

      1. Click 3 Dots in top right.

      2. Click Tools.

      3. Click Send Complete Backup.txt

      (If you need the work order data from the websync, a Hindsite support tech will then need to manually import the data from the backup.)

      (You can check that the backup was sent on the Hindsite drive by going to the drive Hindsite is saved on, Program files (x86) > Hindsite > upload > finding the tech > upload > completebackup.txt from the day it was sent.)

      DISCLAIMER: If the backup data is not sent, you will lose work order information from the field device when rebuilding tables and clearing data.

       

      Step two: Prepare to reset field device data

      It is a good idea to get the Tech ID and IP information before continuing. If you don't have this information, you can find it on the office computer under maintenance > employees > select the technician. Note that the Emp/Equip Id is the Tech ID on the field device and are case sensitive. To find the IP addresses click the Help tab in the bottom left and then click About. The order you enter the IP addresses on the field device does not matter.

      1. Click the Websync button.
      2. Click 3 dots in top right.
      3. Take note of Tech ID and IP addresses or DNS (If there are 2 IP then there is no DNS). Verify that these match with the office. Note: Your IPs will differ from the example below

       

      Step three: Rebuild Tables

      Before fully resetting the Hindsite application data, it is worth attempting to rebuild the tables to see if that fixes the issue.

      1. Click 3 dots in top right.
      2. Click Tools.
      3. Click Rebuild Tables. Again, if you have work order data on the device that you need, make sure you have successfully sent a complete backup.
      4. Attempt to websync.

       

      Step four: Reset application data

      Follow these steps to clear the application data from the device if the first three steps didn't work.

      1. Close Hindsite.

      2. Open Device Settings.

      3. Click Apps.

      4. Click Hindsite.

      5. Click Storage & Cache. (Example shows New Field App, however process is the same)

      6. Click Clear Data and Cache.

      7. Open Hindsite.

      8. Re-enter Tech ID and IP info from step 2.

      9. Websync the field device.