Error messages on the tablet

Eezytrace-specific messages

When using Eezytrace, error messages may appear. These may be due to a technical issue or a configuration problem.

1- Synchro not needed → Synchronization error

 

Here, a message appears during synchronization saying “Synchro not needed” even though there are records pending. This is a technical issue. Please contact support. Support must open a Level 2 ticket

 

Above is an error message that appears during the data update. You must contact support to have them remotely restart the update file and retry the data update. If this does not work, support must open a Level 2 ticket.

2- The "Tablet Deactivated" message:

If the message “This tablet is deactivated; please do not use it anymore” appears, this means your tablet has been deactivated following a replacement or cancellation. You can no longer use Eezytrace; synchronization no longer works. If you did not initiate the request, please contact support.

3 - Time change message

If this message appears, it indicates that your tablet is not set to the correct date and/or time. This message blocks your app to prevent recordings from being made at the wrong date/time. First, check your internet connection and reconnect the tablet to a network if it is not connected. If your tablet is connected, please contact support to set the correct date and time.

4- Various technical error codes

You may encounter various error codes; these can occur when the app crashes, during app initialization, or during a recording. If any of these messages appear, please contact support.

Example: Error code 1 during initialization

 

Example: error message during LS product processing

 

 

 

Example: “Intercepted Exception” message during an app crash

 

 

 

Messages specific to the tablet/Android

If a message of this type appears, please contact support. This is an Android bug and can be fixed by updating your tablet’s Android version. This message is not related to the Eezytrace app but is specific to the tablet

Surelock/SureMDM messages

These messages only apply to tablets equipped with the SureMDM remote management tool. They may be caused by a expired license or when you attempt to use a feature blocked by Surelock

Example: Message related to the Surelock license

If you see this message, please contact support. Your Surelock configuration needs to be restarted.

 

 

Example: “Surelock blocked” message

When you attempt to use blocked features such as the notification panel, this message appears. This is because the tablet is restricted to using Eezytrace only; you cannot access the tablet’s settings. This message is therefore normal.