Troubleshooting Guide

This troubleshooting guide helps you solve common problems in Shipedge Warehouse Pro. Each problem includes step-by-step solutions you can try before contacting support.

Start with the quick fixes, then follow the detailed steps if needed. Most problems have simple solutions that don’t require support.

Quick Fix

Many problems are solved by restarting the app, checking your internet connection, or verifying settings. Try these first before detailed troubleshooting.

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Quick Fixes

Try these quick solutions first for most problems:

Restart App

Close the app completely and reopen it. This fixes many temporary issues.

Check Internet

Verify WiFi or mobile data is enabled and working. Many errors are connection-related.

Verify Settings

Check warehouse name and key are correct. Incorrect settings cause many problems.

Clear Cache

Clear app cache in Android Settings → Apps → Shipedge Warehouse Pro → Clear Cache.

Check Permissions

Verify all required permissions are granted in Android Settings → Apps → Permissions.

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Login Problems

Can’t Log In - “Error, try again please”

Problem: Login fails with error message “Error, try again please”.

Quick Fixes:

1. Verify access code is correct
2. Check warehouse name and key are correct
3. Ensure internet connection is active
4. Wait a few seconds and try again

If problem persists: Contact warehouse administrator to verify account status and credentials.

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”No connection to internet”

Problem: Error message “No connection to internet” appears.

Quick Fixes:

1. Check WiFi or mobile data is enabled
2. Verify internet connection works
3. Check warehouse server is accessible
4. Restart network connection

Detailed Steps:

1. Check Network Status

   Open Android Settings → Network & Internet. Verify WiFi or mobile data is enabled and connected.

2. Test Internet Connection

   Open a web browser and try loading a website. If websites don’t load, fix your internet connection first.

3. Check Warehouse Server

   Verify your warehouse server is accessible. Try accessing warehouse URL in browser if possible.

4. Restart Network

   Turn WiFi or mobile data off and on again. This refreshes the network connection.

5. Try Different Network

   If possible, try connecting from a different network to see if problem is network-specific.

Error Window: If you see the error window with “Error!! check your network state”, tap “Ok” and check your network connection.

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”Out of service”

Problem: Error message “Out of service” appears.

Cause: Warehouse key is incorrect or warehouse service is unavailable.

Solutions:

1. Verify Warehouse Key

   Check warehouse key is correct. It’s case-sensitive and must match exactly.

2. Check Warehouse Name

   Verify warehouse name is correct. It must match your warehouse identifier exactly.

3. Contact Administrator

   Contact warehouse administrator to verify:

   • Warehouse key is correct
   • Warehouse service is active
   • Your account has access

4. Check Server Status

   If possible, verify warehouse server is running and accessible.

Note: This error means authentication failed. Usually caused by incorrect warehouse key.

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”Please contact your supplier to active your device”

Problem: Message “Please contact your supplier to active your device” appears.

Cause: Device needs activation by warehouse administrator.

Solutions:

1. Get Device Serial Number

   Long-press the app icon on login screen, or go to Android Settings → About Phone → Serial Number.

2. Contact Administrator

   Contact your warehouse administrator with:

   • Device serial number
   • Your user information
   • Request device activation

3. Wait for Activation

   Administrator activates devide so this may take a few minutes or hours.

4. Try Logging In Again

   After activation, try logging in again. Device should now be recognized.

Note: Device activation is required for some warehouses. Administrator must activate device before you can log in.

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”Your request was registered, try again”

Problem: Message “Your request was registered, try again” appears.

Cause: Login request is being processed.

Solutions:

1. Wait a Few Seconds

   Server is processing your request. Wait 5-10 seconds before trying again.

2. Try Logging In Again

   After waiting, try logging in again. Request should be processed.

3. Check Account Status

   If problem persists, contact administrator to verify account status.

Note: This is usually temporary. Server processes request and then allows login.

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Settings Window Won’t Save

Problem: Can’t save warehouse settings in settings window.

Solutions:

1. Check Required Fields

   Ensure warehouse name is entered. App requires warehouse name to save settings.

2. Verify Warehouse Key

   If warehouse key is empty, app tries to auto-fill from previous settings. If no previous settings exist, you must enter key manually.

3. Check Storage Space

   Verify device has storage space. Low storage can prevent saving settings.

4. Restart App

   Close app completely and reopen. Settings window should appear again.

5. Clear App Data (Last Resort)

   If nothing works, clear app data (Settings → Apps → Shipedge Warehouse Pro → Clear Data). You’ll need to reconfigure warehouse.

Error Messages:

• “Please typing warehouse’s name” - Warehouse name is required
• “Please typing warehouse’s key” - Warehouse key is required

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Connection Problems

Can’t Connect to Warehouse Server

Problem: App can’t reach warehouse server.

Solutions:

1. Check Internet Connection

   Verify WiFi or mobile data is enabled and working. Test with browser.

2. Verify Warehouse URL

   Check warehouse name is correct. Server URL format: https://[warehouse].shipedge.com

3. Try Different Network

   Test from different network (mobile data vs WiFi) to see if problem is network-specific.

Error Messages:

• “No connection to internet” - Network connection problem
• “Cannot connect to database server” - Server connection failed
• “Error resolving domain” - DNS resolution failed

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Network Error Window Appears

Problem: Error window shows “Error!! check your network state”.

Solutions:

1. Tap “Ok” Button

   Dismiss error window by tapping “Ok” button.

2. Check Network Status

   Go to Android Settings → Network & Internet. Verify connection is active.

3. Restart Network

   Turn WiFi or mobile data off and on again. This refreshes connection.

4. Return to App

   After fixing network, return to app and try operation again.

Note: This error window appears when network check fails. Fix network connection first.

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App Crashes

App Crashes on Startup

Problem: App closes immediately after opening.

Solutions:

1. Restart Device

   Restart your Android device. This clears temporary issues.

2. Clear App Cache

   Go to Android Settings → Apps → Shipedge Warehouse Pro → Storage → Clear Cache. Don’t clear data yet.

3. Check Storage Space

   Verify device has free storage. Low storage can cause crashes.

4. Check Android Version

   Verify Android version is compatible. App requires Android 4.0+ (check current requirements).

5. Reinstall App

   Uninstall and reinstall app. You’ll need to reconfigure warehouse settings.

6. Contact Support

   If problem persists, contact support with:

   • Device model
   • Android version
   • When crash occurs
   • Error messages if any

Note: Crashes on startup often indicate corrupted app data or compatibility issues.

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App Crashes During Use

Problem: App crashes while using specific features.

Solutions:

1. Note When It Crashes

   Identify which feature or action causes crash. This helps diagnose problem.

2. Restart App

   Close app completely and reopen. Try the same action again.

3. Clear App Cache

   Clear cache in Android Settings → Apps → Shipedge Warehouse Pro → Clear Cache.

4. Check Memory

   Close other apps to free memory. Low memory can cause crashes.

5. Update App

   Check for app updates in Play Store. Updates often fix crash issues.

6. Report to Support

   Contact support with:

   • Feature that causes crash
   • Steps to reproduce
   • Device information
   • App version

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Data Problems

Can’t Find Product or Bin

Problem: Product or bin search returns “not found” or “does not exist”.

Solutions:

1. Verify Item Exists

   Confirm product or bin exists in warehouse system. Check with administrator if needed.

2. Check Spelling

   Verify search term is spelled correctly. Try scanning barcode instead of typing.

3. Try Different Search

   Try searching by:

   • SKU
   • UPC
   • Product ID
   • Bin tag
   • Bin location

4. Check Item Status

   Verify item is active in system. Inactive items may not appear in search.

5. Refresh Data

   If possible, refresh inventory data. Item may have been added recently.

Error Messages:

• “Item not found” - Product doesn’t exist or isn’t active
• “Bin or Tag or Sku or Upc or ProdID does not exist” - Item not found in system
• “Bin required” - Bin field is required but not found

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Data Not Saving

Problem: Changes or scans aren’t saved to local database.

Solutions:

1. Check Storage Space

   Verify device has free storage. Low storage prevents saving data.

2. Verify Permissions

   Check app has storage permissions. Go to Android Settings → Apps → Permissions.

3. Check Database

   Verify database isn’t corrupted. Clear app cache if needed (not data).

4. Restart App

   Close and reopen app. This refreshes database connection.

5. Reinstall App (Last Resort)

   If nothing works, reinstall app. You’ll lose local data, so sync first if possible.

Note: Data saves to local SQLite database. Check database if you have access.

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Performance Issues

App Runs Slowly

Problem: App is slow or unresponsive.

Solutions:

1. Close Other Apps

   Close apps running in background. Free memory improves performance.

2. Clear App Cache

   Clear cache in Android Settings → Apps → Shipedge Warehouse Pro → Clear Cache.

3. Check Storage Space

   Free up device storage. Low storage slows app performance.

4. Restart Device

   Restart Android device. This clears memory and refreshes system.

5. Check Network

   Slow network can make app feel slow. Check connection speed.

6. Update App

   Check for app updates. Updates often include performance improvements.

Note: App performance depends on device specs, available memory, and network speed.

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High Battery Usage

Problem: App uses too much battery.

Solutions:

1. Reduce Screen Brightness

   Lower screen brightness saves battery. App uses screen frequently.

2. Close App When Not Using

   Close app completely when not in use. Background usage drains battery.

3. Check Network Usage

   Frequent network requests use battery. Sync only when needed.

4. Update App

   Check for updates. Newer versions may be more battery-efficient.

Note: Warehouse apps use battery due to scanning, network, and screen usage. This is normal.

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When to Contact Support

Contact support if:

• Problem persists after trying all troubleshooting steps
• Error messages don’t match documented errors
• App crashes repeatedly
• Data loss occurs
• Feature doesn’t work as documented
• You need account or permission help

Before contacting support:

• Try all troubleshooting steps
• Note exact error messages
• Gather device information
• Document steps to reproduce problem

See Contact Support for how to reach support team.

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Related Resources

Next Steps:

• FAQ - Quick answers to common questions
• Contact Support - Get help from support team
• Getting Help - Learn about help resources

Settings:

• Settings Overview - Understand all settings
• Sync Settings - Troubleshoot sync issues
• App Configuration - Configuration help

Hardware:

• Device Setup - Device configuration