What to do if you face issues in the xpertSea MAX mobile application

While we work hard to ensure this doesn’t happen, you may experience some issues from time to time just like any other app. You may sometimes experience a crash or small interruptions for a variety of reasons. Don’t worry, in this blog post we'll explore some simple solutions to help you fix app crashes on your mobile device and get back to using your xpertSea MAX app without interruptions. 

Common issues and resolutions

Pressing the sample button does not open the camera

The xpertSea MAX app requires good internet connection during the installation process to load the necessary files that support the sampling function on the app. This is a common problem if you experience an unstable internet connection and the app did not get a chance to fully load those files during the installation process. 

To fix this issue: 

1. Before going to the field, ensure you have a good internet connection and open the xpertSea MAX application. You don’t have to do anything else, the app should fix this automatically in minutes.

2. To confirm the app is ready for field use, simply test the sample button while you are connected to the internet before heading out to the field. If the camera in the app opens, you are ready to monitor.

App is stuck in a loading loop after completing monitoring on the app but the results are already available on web 

This sometimes happens due to the caching mechanism of mobile applications. Too much information being cached in the app can prevent or slow down the update of new information. 

To fix this issue: 

1. Clear your cache and data for the app

• Remember, clearing cache and data will sign you out of the app, and will remove the photos from the monitorings if they have not been uploaded yet. Make sure that this information is already available on web if you choose to clear cache to not lose important monitoring data.

• Once you have confirmed you have no pending monitorings to upload, go to your device settings, locate the MAX app, choose the option to clear cache and data.

2. Reinstall the app

• If clearing cache does not resolve the issue, try reinstalling the application. This can solve problems like any corrupted installation files or conflicts that can be causing crashes.

Monitoring sessions stuck in pending processing state 

After you take photos and connect to the internet to upload the photos, the images have to be processed by our machine learning models to receive results. This usually happens within seconds but there can sometimes be delays. 

To fix this: 

1. Ensure good internet connection

• The monitoring sessions may have already been processed but you may not be seeing the updates because of poor internet connection. 

2. Wait for the automatic reprocessing of pending monitoring data

• Our models will automatically trigger a reprocessing of data if something isn’t right, simply wait for the reprocessing which should trigger automatically after one hour.

3. Manually select reprocess on web

• If a processing fails, we will automatically reprocess the image as mentioned in point 2. However, if you see the reprocess button become active on the web, you can also choose to press this manually to get results faster. After triggering this reprocess, the monitoring gets added to the end of the queue for processing meaning it may take longer than usual to get results, so it is recommended to try the first two points first.

Yellow box in monitoring takes a long time to load, or the tray cannot be found

Sometimes your mobile device may struggle to detect the trays during monitoring. This can happen for a couple of reasons, the most common being an old or outdated device. If your device is older, try the following tips: 

1. Make sure that the phone has sufficient battery

• Older phones tend to need more power to run our apps as their hardware is not up to date 

2. Close other apps in the background

• This will help free up your phone’s capacity to run our app and the models that are required

3. Close and reopen the app

Unable to log in with correct credentials

There may be various reasons for you not being able to log in with your credentials. If you have difficulties accessing the application, please try the following: 

1. Go through the forgot password flow

• Click on the forgot password (app or web). You should receive an email to reset your password . Click on the link in the email to reset your password and follow the instructions, then log in to your account with your new password. 

2. Reach out to your xpertSea representative

• If the above does not work, please contact us and we are happy to help get your application working as quickly as possible.

We know that encountering these errors can be frustrating and we hope that these solutions will help you should you encounter these problems. If these solutions do not work for you, please don’t hesitate to contact our team, and we will be happy to assist you. Thank you for being an xpertSea customer!