Device User Data Not Showing in the Dashboard

Purpose:
If a worker used their device but no session data is visible in the Soter dashboard, follow these steps to troubleshoot both usage and syncing issues.

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🧭 Step 1: Confirm Proper Device Use

Start by verifying these basics with the worker:

• Did they scan the device at the start of their shift?

• Did they wear the device correctly for at least 1 hour?

• Was it secured in the right position (collar, armband, etc.)?

• Was the device returned to the Hub at the end of their shift?

⚠️ Note: If the device was not worn properly, left in a pocket, or barely used, the system may automatically reject the session due to low-quality data.

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🔄 Step 2: Check for Sync Completion

Even if the session was valid, data won’t appear in the dashboard until the device has fully synced.

How syncing works:

• Syncing occurs when the device is returned to the Hub or when the mobile app is opened nearby (Bluetooth must be on).

• Sync does not happen instantly — it may take up to 30–60 minutes for data to appear after syncing starts.

• A minimum of one hour of wear is required for the day’s data to be valid.

To trigger a sync manually:

1. Place the device in the Hub (USB port down)

2. Ensure the Hub is powered and connected (via SIM or Wi-Fi)

3. Wait a few minutes with the Hub active and not in sleep mode

⏳ Reminder: Dashboard data from a full shift typically appears within 30–60 minutes after syncing.

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📲 If Using the Mobile App

If the mobile app is used instead of the Hub:

1. Open the SoterCoach app near the device

2. Ensure Bluetooth is enabled

3. Tap Sync

4. Wait for sync to complete — data will update on the dashboard after a delay