Troubleshooting
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      SERVER NOT FOUND, CHECK YOUR SETTINGS (NFA)

      This guide is for the New Field APP (NFA)

      Step one: Verification                             nfa

      Before backing data up and resetting, it's worth verifying all of the settings are correctly input into the device.

      Check IP settings and port forward is working (Office)

      • Go to canyouseeme.org > Enter in port 2875  > if that is successful then port forwarding is working. (If it says 'Error: I could not see your service'-- contact HindSite support)
      • In the HindSite office application, go to Help > About > If the port check from step a was successful, "Your IP" from canyouseeme.org should match the "Ext. IP" in HindSite. If they don't match, update the NFA sync settings to the new Ext. IP and try to sync again (How to do this can be found below in step 2).

      • If everything looks good so far, you can now check if the internal IP is still correct.
        This requires you to be on the HindSite server (if you don't have access to the server, contact your IT or HindSite support). To see what internal IP the techs are likely using, once again go to Help > About > and note what the Int IP says.

      • On the server, check what the internal IP is. Press the Windows key on your keyboard (bottom left, next to Ctrl key). Type "Cmd" into the search box that comes up and select "Command Prompt". Type "ipconfig" into the command prompt and look for where it says IPv4 Address. This should match the Int IP you took note of in HindSite.


      • If the internal IP on the command prompt does not match what is in HindSite, port forwarding may need to be updated (Your IP will differ from the above example). If you are unsure of how to do this, contact your IT or HindSite support.

      Check IP settings (NFA)

      • Click 3 lines in top left

      • Go to Sync Settings

      • Make sure the Technician ID and password matches the Emp/Equip ID and password in the office. You can find both the Equip ID and the tech's password under Maintenance > Employees. (These settings are case sensitive)
        The External IP, Internal IP, and Port should match what is displayed in the office application under Help > About page.




      If you have checked all of the above and nothing has worked, move onto the next steps.

       

      Step two: Backup                                                                 

      1. Click 3 lines in top left.

      2. Click About.

      3. Click Send Complete Backup.txt (If it says "There are no trans_backup records..." this is because the device has no data to backup, in this case you do not need to send the backup)

      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.)

       

      Step three: 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. 

      1. Click the three lines on the top left.
      2. Click sync settings.
      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. 

      Step four: 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 three lines on the top left.
      2. Click settings
      3. Click on the bag icon on the top right.
      4. Select Rebuild Tables (If it prompts you that this is a bad thing to do click ok)
      5. websync the device again

       

      Step five: Reset application data

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

      1. Close Hindsite.

      2. Open Device Settings.

      3. Click Apps.

      4. Click Hindsite.

      5. Click Storage & Cache. (Some devices might say Data & Cache)

        storageandcache

      6. Click Clear Storage and Cache. (Some devices might say Clear Data)

        cleardata

      7. Open Hindsite.

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

      9. Websync the field device.