Troubleshooting Guide

Introduction

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.

Restart Device

Restart your Android device. This clears temporary issues and refreshes connections.

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” (errorPass).

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

Detailed Steps:

1. Check Warehouse Settings

   Verify warehouse name and key are correct. Open settings window and confirm values match your warehouse configuration.

2. Verify Internet Connection

   Check WiFi or mobile data is enabled. Try opening a website in browser to confirm connection works.

3. Check Access Code

   Verify your access code is correct. Contact warehouse administrator if you’re unsure.

4. Restart App

   Close the app completely and reopen it. This clears any temporary login state.

5. Try Again

   Wait a few seconds, then try logging in again. Sometimes servers need a moment to process requests.

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 (Error1).

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. Check Firewall

   If on company network, check if firewall is blocking the app. Contact IT if needed.

6. 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 (errorKeyWh).

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 (noActived).

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 device on server. This may take a few minutes to 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 (requestRegisted).

Cause: Login request is being processed by server.

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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Sync Problems

Data Won’t Sync

Problem: Sync button doesn’t work or data doesn’t sync to server.

Quick Fixes:

1. Check internet connection
2. Verify warehouse server is accessible
3. Tap Sync button again
4. Wait for sync to complete

Detailed Steps:

1. Check Alert Flag

   Look for red alert flag next to Sync button. If visible, you have pending data to sync.

2. Verify Internet Connection

   Ensure WiFi or mobile data is enabled and working. Sync requires internet connection.

3. Check Warehouse Server

   Verify warehouse server is accessible. Try logging in to confirm server is available.

4. Tap Sync Button

   Tap Sync button in Time Tracking screen. Wait for sync to complete (may take several seconds).

5. Verify Sync Success

   Check if alert flag disappears after sync. If it remains, sync may have failed.

6. Check Sync Status

   Review sync status in database if possible. Status should change from “Sync” to “Synced” after successful sync.

If sync fails: Check error messages, verify connection, and try again. Data remains on device until sync succeeds.

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Alert Flag Won’t Disappear

Problem: Red alert flag remains visible after tapping Sync.

Solutions:

1. Wait for Sync to Complete

   Sync may still be processing. Wait 10-15 seconds for completion.

2. Check Internet Connection

   Verify connection is stable. Unstable connections can cause partial syncs.

3. Tap Sync Again

   Try tapping Sync button again. Sometimes a second attempt resolves issues.

4. Check Sync Status

   Verify if data actually synced. Alert flag may not update immediately.

5. Restart App

   Close and reopen app. This refreshes sync status check.

6. Verify Server Response

   If possible, check server to see if data was received. Alert flag updates based on server response.

Note: Alert flag disappears when no records have status “Sync” in local database.

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Sync Button Doesn’t Work

Problem: Tapping Sync button doesn’t do anything.

Solutions:

1. Check for Pending Data

   Verify you have data waiting to sync. If alert flag isn’t visible, there may be nothing to sync.

2. Verify Internet Connection

   Ensure connection is active. Sync requires network access.

3. Check Button State

   Verify Sync button is enabled (not grayed out). Button may be disabled if no data to sync.

4. Restart App

   Close and reopen app. This refreshes sync functionality.

5. Check Device Storage

   Low storage can prevent sync operations. Free up space if needed.

Note: Sync button only works when there’s pending data with status “Sync” in database.

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Scanner Problems

Bluetooth Scanner Won’t Connect

Problem: Scanner doesn’t connect or pair with device.

Quick Fixes:

1. Enable Bluetooth on device
2. Turn scanner on
3. Pair scanner with device
4. Restart Bluetooth connection

Detailed Steps:

1. Enable Bluetooth

   Go to Android Settings → Connected Devices → Connection Preferences → Bluetooth. Ensure Bluetooth is enabled.

2. Turn Scanner On

   Power on your Bluetooth scanner. Ensure it’s charged and within range (usually 10 meters).

3. Pair Scanner

   Put scanner in pairing mode (check scanner manual). In Android Settings → Bluetooth, find scanner and tap to pair.

4. Verify Pairing

   Check scanner appears in paired devices list. Status should show “Connected” or “Paired”.

5. Check App Connection

   Open Shipedge app and tap Bluetooth status indicator. App should detect paired scanner.

6. Restart Connection

   If scanner is paired but not working:

   • Unpair scanner in Android Settings
   • Restart Bluetooth on device
   • Pair scanner again
   • Check app connection

In App: Tap Bluetooth status indicator to verify connection. Scanner should be detected automatically if paired.

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Scanner Disconnects Frequently

Problem: Scanner connects but disconnects often.

Solutions:

1. Check Range

   Ensure scanner is within Bluetooth range (usually 10 meters). Move closer to device if needed.

2. Check Battery

   Low battery can cause disconnections. Charge scanner fully.

3. Avoid Interference

   Move away from sources of interference (WiFi routers, other Bluetooth devices, metal objects).

4. Restart Bluetooth

   Turn Bluetooth off and on again on device. This refreshes connection.

5. Re-pair Scanner

   Unpair and re-pair scanner. This establishes fresh connection.

6. Check Scanner Settings

   Review scanner settings for power-saving modes that may cause disconnections.

Note: Some scanners have auto-sleep features. Check scanner manual for settings.

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Scanner Doesn’t Scan

Problem: Scanner is connected but doesn’t scan barcodes.

Solutions:

1. Verify Connection

   Check scanner is connected in app. Tap Bluetooth status indicator to verify.

2. Test Scanner

   Try scanning a barcode. Check if scanner beeps or lights up (indicates scanner is working).

3. Check App Focus

   Ensure app is active and focused. Scanner input goes to active app.

4. Check Scanner Mode

   Verify scanner is in correct mode (keyboard mode for Android). Check scanner manual.

5. Restart Scanner

   Turn scanner off and on again. This resets scanner state.

6. Test in Other App

   Try scanning in another app (like Notes). If it works there, problem may be app-specific.

Note: Scanner sends input as keyboard input. App receives it automatically when focused.

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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. Check Server Status

   If possible, verify warehouse server is running. Contact administrator if needed.

4. Check Firewall

   If on company network, check if firewall blocks connection. Contact IT if needed.

5. Try Different Network

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

6. Check DNS

   Verify device can resolve warehouse domain. Try accessing warehouse URL in browser.

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. Test Internet

   Open browser and try loading a website. If it doesn’t load, fix internet connection first.

4. Restart Network

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

5. 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

Common Causes:

• Low device memory
• Corrupted app data
• Incompatible Android version
• Device-specific issues

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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 Warehouse

   Verify correct warehouse is active. Wrong warehouse shows different inventory.

3. Check Spelling

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

4. Try Different Search

   Try searching by:

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

5. Check Item Status

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

6. 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. Check Sync Status

   Verify data isn’t stuck in sync state. Check sync status if possible.

6. 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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Settings Problems

Settings Won’t Load

Problem: App doesn’t load saved warehouse settings.

Solutions:

1. Check Settings Table

   Verify Settings table exists in database. App creates it automatically on first use.

2. Verify Active Warehouse

   Check warehouse has status “ON” in database. Only active warehouse loads.

3. Check Storage Permissions

   Verify app has storage permissions. Settings are stored in local database.

4. Restart App

   Close and reopen app. This reloads settings from database.

5. Reconfigure Settings

   If settings won’t load, reconfigure warehouse in settings window.

Note: Settings load automatically when app starts. If they don’t load, database may be corrupted.

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Can’t Change Warehouse

Problem: Can’t switch to different warehouse.

Solutions:

1. Check Multiple Warehouses

   Verify multiple warehouses are configured. Only warehouses in Settings table are available.

2. Set Warehouse Active

   Change warehouse status to “ON” in database. Other warehouses should be “OFF”.

3. Reconfigure Settings

   Clear app data and reconfigure warehouse. This sets new warehouse as active.

4. Check Warehouse Key

   Verify warehouse key is correct for warehouse you want to switch to.

Note: Only one warehouse can be active at a time. Switching requires reconfiguration.

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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. Check Bluetooth Usage

   Bluetooth scanner uses battery. Disconnect when not in use.

2. Reduce Screen Brightness

   Lower screen brightness saves battery. App uses screen frequently.

3. Close App When Not Using

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

4. Check Network Usage

   Frequent network requests use battery. Sync only when needed.

5. 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:

• Bluetooth Scanner Setup - Scanner troubleshooting
• Device Setup - Device configuration

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Summary

This troubleshooting guide covers common problems and solutions:

✅ Login Problems - Fix login errors and authentication issues
✅ Sync Problems - Resolve data synchronization issues
✅ Scanner Problems - Fix Bluetooth scanner connection issues
✅ Connection Problems - Solve network and server connection errors
✅ App Crashes - Fix app crashes and stability issues
✅ Data Problems - Resolve data search and saving issues
✅ Settings Problems - Fix configuration and settings issues
✅ Performance Issues - Improve app speed and battery usage

Most problems have simple solutions. Try quick fixes first, then follow detailed steps. Contact support if problems persist after troubleshooting.