Troubleshooting: Connectivity

Tablet Connection issue (Trouble-Shooter)

Step #1

Make sure your device has an internet connection, and check the internet speed/bandwidth.

Visit https://idgtechmedia.speedtestcustom.com/ and run the speed test by clicking the “GO” button:
Diagram

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Typical SpeedTest result

Remark regarding download and upload speed – due to Axess Bridge's offline abilities, the application will on “first-time startups” typically download all data required to be able to work offline, this could be a significant amount of data.

Furthermore, when an inspection is conducted in “offline mode” the stored inspection data will be stored on the device pending being uploaded and synchronized with Axess Digitals Cloud storage.

The down and upload abilities require a minimum of 2/2 Mbps bandwidth to function.
Speed < 2/2 Mbps will still support the synchronization. But other Bridge services and the data availability will be stalled for this inspection until the synchronization job is finished (depending on speed < 2/2 Mbps, the synchronization could take up to 12 – 16 hours).

If the speed test is OK – go to https://bridge.axess.no If not please check that Wi-Fi is turned on at the device, and that the device is connected

Open your Settings app and tap Network & Internet or Connections.
(Wi-Fi. Depending on your device, these options may be different.)
Turn Wi-Fi on.
Find the Wi-Fi connection indicator at the top of your screen.
If the Wi-Fi connection indicator isn't displayed, or none of the bars is filled in, you may be out of range of a Wi-Fi network – contact your IT Department for further assistance.

Step #2

If eDROPS still not loading or synchronizing on the Tablets.

We have created a simple troubleshooter that will help us determine where in the communication workflow the issues occur, could you please help us and run through the steps in the Troubleshooter?

On the tablet:

Can you confirm that the Google Chrome Web browser application is installed, updated, and set as the default browser on the device?
- If Yes – Go to Bridge.axess.no by typing https://bridge.axess.no/ in your web browser.
- If No – Axess Digital Bridge require a Google Chrome Web browser, contact your IT administrator for further help.
  (Ref: Axess Digital Bridge - system requirements)
Can/Did you reach bridge.axess.no by typing https://bridge.axess.no/ in your web browser?

If Yes – continue to Bridge.axess.no and go to step 3
If No – Please reply to this email or send an email to support.bridge@axessgroup.com with the subject “Cannot reach google.com”.

Can you Log in to Bridge?
- If Yes – please continue to your current installation.
- If No – Please reply to this email or send an email to support.bridge@axessgroup.com with the subject “Cannot access Installation”
Can you enter the Application eDROPS?
- If Yes – Please reply to this email or send an email to support.bridge@axessgroup.com with the subject “I have access to the application”
- If No – Please reply to this email or send an email to support.bridge@axessgroup.com with the subject “Cannot enter the application”