Troubleshooting

Troubleshooting Common Issues

Solutions to common Attainment Tracker issues and how to get help when needed.

This guide covers the most common issues users encounter and their solutions.

Connection Issues

Dashboard shows “Disconnected”

Symptoms: Red banner indicating lost connection, data not updating.

Solutions:

  1. Check your internet connection
  2. Refresh the browser page
  3. Clear browser cache and cookies
  4. Try a different browser
  5. Check if your firewall blocks WebSocket connections

Slow data updates

Symptoms: Data updates delayed by several seconds.

Solutions:

  1. Check network latency to api.swiptools.com
  2. Reduce number of open dashboard tabs
  3. Close unused widgets
  4. Contact support if latency exceeds 500ms consistently

Data Issues

Missing production data

Symptoms: Gaps in production charts, zero values when machines are running.

Solutions:

  1. Verify sensor connections at the cell
  2. Check device status in Settings → Devices
  3. Review data ingestion logs
  4. Ensure time sync between devices and server

Incorrect OEE calculations

Symptoms: OEE values don’t match manual calculations.

Solutions:

  1. Verify shift schedules are configured correctly
  2. Check planned downtime is properly categorized
  3. Confirm ideal cycle time settings
  4. Review quality rejection counting

Login Issues

”Invalid credentials” error

Solutions:

  1. Verify you’re using the correct tenant URL
  2. Check caps lock is off
  3. Try password reset
  4. Contact your admin if account is locked

SSO not working

Solutions:

  1. Verify your email domain is configured for SSO
  2. Clear browser cookies
  3. Try incognito/private browsing mode
  4. Contact IT to verify SSO configuration

Mobile App Issues

App won’t sync

Solutions:

  1. Check internet connectivity
  2. Force close and reopen app
  3. Log out and log back in
  4. Reinstall app if issues persist

Offline mode not working

Solutions:

  1. Ensure offline mode is enabled in settings
  2. Sync while connected before going offline
  3. Check available storage on device

Getting More Help

Self-Service Resources

Contact Support

  • Email: support@swiptools.com
  • In-app chat: Click the chat bubble in bottom right
  • Phone: Available for Enterprise customers

Information to Include

When contacting support, please provide:

  1. Your tenant name
  2. Browser and version (for web issues)
  3. Steps to reproduce the issue
  4. Screenshots or screen recordings
  5. Relevant error messages