Troubleshooting Guide

This guide covers common issues users may encounter while using the Dharini platform and provides step-by-step solutions.

Mobile App Issues (Field Collectors)

Login and Authentication

Issue: Not Receiving OTP

Problem: After entering your mobile number, you don’t receive the OTP within 2 minutes.

Solutions:

1. Check Network Connection

   • Ensure your device has cellular or WiFi connectivity
   • Try switching between WiFi and mobile data

2. Verify Phone Number

   • Confirm you entered the correct mobile number
   • Ensure the number is registered in the system (contact your project admin)

3. Check SMS Inbox

   • Sometimes OTPs arrive delayed
   • Check spam or blocked messages folder

4. Resend OTP

   • Wait 2 minutes, then tap Resend OTP
   • Try up to 3 times before contacting support

5. Contact Project Admin

   • Verify your number is correctly registered in the system
   • Request admin to check user account status

Issue: OTP Expired

Problem: The OTP code has expired before you could enter it.

Solutions:

1. Tap Resend OTP to receive a fresh code
2. Enter the new OTP within the validity period (usually 5-10 minutes)

Connectivity and Syncing

Issue: Low or No Network Connectivity

Problem: You’re in an area with poor or no mobile network coverage.

Solutions:

1. Continue Working Normally

   • The app is designed for offline operation
   • All data collection features work without internet

2. Data is Stored Locally

   • Data is saved securely on your device
   • Look for “Saved” or “Pending Sync” status

3. Sync When Connected

   • Move to an area with network coverage
   • Wait for automatic sync to complete
   • Verify status changes to “Synchronized”

Tip

The app will automatically sync data when network becomes available. There’s no need to manually trigger sync unless you want to force an immediate upload.

Issue: Data Not Syncing

Problem: You have network connectivity but data shows “Pending Sync” and won’t upload.

Solutions:

1. Check Network Quality

   • Ensure you have stable internet connection
   • Try switching between WiFi and mobile data
   • Check if other apps can access internet

2. Manual Sync

   • Go to Home Screen
   • Tap the Sync Data button
   • Wait for sync to complete

3. Check App Permissions

   • Go to device Settings → Apps → Dharini
   • Ensure network/internet permissions are enabled

4. Force Close and Reopen

   • Close the app completely
   • Reopen and check if sync resumes

5. Check Storage Space

   • Ensure device has sufficient storage
   • Clear app cache if needed

Caution

Do not log out until all data shows “Synchronized” status. Logging out before sync completes may result in data loss.

GPS and Location

Issue: GPS Not Working or Inaccurate

Problem: The app cannot capture your location or shows incorrect coordinates.

Solutions:

1. Enable Location Services

   • Go to device Settings → Location
   • Turn on Location/GPS
   • Set location mode to “High Accuracy”

2. Grant App Permissions

   • Go to Settings → Apps → Dharini → Permissions
   • Enable Location permission
   • Set to “Allow all the time” or “Allow while using the app”

3. Improve GPS Signal

   • Move to an open area with clear view of sky
   • Avoid buildings, dense tree cover, or underground areas
   • Wait 30-60 seconds for GPS to acquire satellites

4. Restart Device

   • Sometimes GPS requires a device restart to work properly

5. Check Hardware

   • Test GPS in other apps (Google Maps, etc.)
   • If GPS doesn’t work in any app, device may have hardware issue

Camera and Photos

Issue: Cannot Capture Photos

Problem: Camera button is greyed out or camera doesn’t open.

Solutions:

1. Grant Camera Permission

   • Go to Settings → Apps → Dharini → Permissions
   • Enable Camera permission

2. Check Camera Availability

   • Ensure another app isn’t using the camera
   • Close other camera apps
   • Restart the Dharini app

3. Clear Camera Cache

   • Go to Settings → Apps → Camera → Storage
   • Clear cache (not data)
   • Try again

4. Check Storage Space

   • Ensure sufficient storage for photos
   • Delete unnecessary files if storage is full

QR Code Scanning

Issue: QR Code Won’t Scan

Problem: The app doesn’t recognize or scan the QR code on sample containers.

Solutions:

1. Improve Lighting

   • Scan in well-lit conditions
   • Avoid shadows over the QR code
   • Use device flashlight if needed

2. Clean the QR Code

   • Wipe dirt or moisture from the QR code
   • Ensure code is not damaged or faded

3. Hold Steady

   • Keep camera steady when scanning
   • Hold at proper distance (usually 4-8 inches)
   • Allow camera to focus before scanning

4. Manual Entry

   • If QR code won’t scan, use Enter Manually option
   • Type the sample ID from the container label

Issue: Duplicate QR Code Error

Problem: App shows “QR code already used” or duplicate error.

Solutions:

1. Verify QR Code

   • Confirm you’re scanning the correct container
   • Check if this sample was already registered

2. Check Visit History

   • Go to Past Visits to see if sample was already recorded
   • If duplicate, contact project admin

3. Use Different Container

   • If the code is genuinely duplicated, use a new container with unique QR code

Battery and Device Issues

Issue: Battery Drains Quickly

Problem: Device battery depletes rapidly during field work.

Solutions:

1. Optimize Settings

   • Reduce screen brightness
   • Close unused apps
   • Disable Bluetooth if not needed

2. Manage GPS Usage

   • GPS and camera use significant battery
   • Complete visits efficiently to minimize active GPS time

3. Carry Power Bank

   • Bring a portable charger for long field days
   • Charge device during breaks

Issue: App Crashes or Freezes

Problem: The app becomes unresponsive or crashes unexpectedly.

Solutions:

1. Force Close and Restart

   • Close the app completely
   • Clear from recent apps
   • Reopen the app

2. Check Device Resources

   • Close other running apps
   • Free up memory and storage

3. Update the App

   • Check for app updates
   • Install latest version from https://in.dharini.artpark.ai/download/

4. Clear App Cache

   • Go to Settings → Apps → Dharini → Storage
   • Clear cache (not data, unless advised by support)

5. Reinstall (Last Resort)

   • Only if data is fully synchronized
   • Uninstall and reinstall the app
   • Login again with your credentials

Danger

Never uninstall the app if you have pending sync data. This will result in permanent data loss.

Web Dashboard Issues (Admins and Lab Technicians)

Login Issues

Issue: Cannot Login to Web Dashboard

Problem: Unable to access the dashboard at https://in.dharini.artpark.ai/

Solutions:

1. Verify Email Address

   • Ensure you’re using the registered email address
   • Check for typos in email entry

2. Reset Password

   • Click “Forgot Password” on login page
   • Follow password reset instructions sent to your email

3. Check Email Spam Folder

   • Password reset emails may be in spam/junk

4. Verify Account Status

   • Contact project admin to confirm account is active
   • Ensure you have been assigned appropriate role

5. Browser Issues

   • Try different browser (Chrome, Firefox, Edge)
   • Clear browser cache and cookies
   • Disable browser extensions temporarily

Sample Management

Issue: Sample Not Appearing in List

Problem: A sample collected in the field doesn’t show up in the lab dashboard.

Solutions:

1. Check Sync Status

   • Verify field collector has synced the data
   • Contact collector to confirm sync completion

2. Check Filters

   • Remove any active filters on sample list
   • Expand date range to include collection date
   • Check project and site filters

3. Refresh Dashboard

   • Click refresh or reload the page
   • Log out and log back in

4. Wait for Propagation

   • Sometimes data takes a few minutes to appear
   • Wait 5-10 minutes and refresh

Issue: Cannot Scan Sample QR Code

Problem: Lab scanner doesn’t recognize sample QR code.

Solutions:

1. Check Scanner Compatibility

   • Ensure scanner is connected and working
   • Test scanner with other barcodes

2. Use Manual Entry

   • Enter sample ID manually in the search field
   • Look up sample by collector, site, or date

3. Verify QR Code Quality

   • Ensure code is clean and undamaged
   • Check if code is readable

4. Use Device Camera

   • Many web browsers support camera-based QR scanning
   • Allow camera permission when prompted

Report Generation

Issue: Cannot Upload Report

Problem: PDF report upload fails or shows error.

Solutions:

1. Check File Format

   • Ensure file is in PDF format
   • File size should be under upload limit (usually 10-25 MB)

2. Reduce File Size

   • Compress PDF if too large
   • Use online PDF compression tools

3. Check Network Connection

   • Ensure stable internet connection
   • Try uploading via different network (WiFi vs. mobile data)

4. Browser Compatibility

   • Try different browser
   • Clear browser cache

5. File Permissions

   • Ensure PDF is not password-protected
   • Check that file is not corrupted

General Issues

Slow Performance

Issue: App or Dashboard is Slow

Problem: Platform responds slowly or takes long to load.

Solutions:

For Mobile App:

1. Free up device storage
2. Close background apps
3. Restart device
4. Update to latest app version

For Web Dashboard:

1. Clear browser cache and cookies
2. Close unnecessary browser tabs
3. Check internet speed
4. Try different browser
5. Disable heavy browser extensions

Data Discrepancy

Issue: Data Doesn’t Match Between App and Dashboard

Problem: Information shown in mobile app differs from web dashboard.

Solutions:

1. Check Sync Status

   • Ensure mobile app shows “Synchronized”
   • Force sync on mobile app

2. Refresh Dashboard

   • Reload web dashboard page
   • Log out and log back in

3. Wait for Propagation

   • Allow 5-10 minutes for data to propagate

4. Contact Support

   • If discrepancy persists, report to project admin

When to Contact Support

Contact your project administrator or technical support if:

• Issues persist after trying all troubleshooting steps
• You encounter errors not covered in this guide
• Data loss or corruption occurs
• Account access problems cannot be resolved
• Critical bugs or security concerns arise

Information to Provide:

• Your name and role
• Device type and OS version (for mobile issues)
• Browser type and version (for web issues)
• Detailed description of the problem
• Steps you’ve already tried
• Screenshots or error messages if available

Support Best Practices

Preventive Measures

• ✅ Keep app updated to latest version
• ✅ Ensure location permissions are always enabled
• ✅ Sync data at the end of each field day
• ✅ Maintain adequate device storage
• ✅ Keep device battery charged
• ✅ Use supported browsers for web dashboard
• ✅ Regularly check for system notifications

Data Safety

• ✅ Never log out before data is synchronized
• ✅ Don’t uninstall app with pending sync data
• ✅ Back up important reports and data
• ✅ Report data issues immediately

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Additional Resources

• User Guide Overview
• Project Admin Guide
• Field Collector Guide
• Lab Technician Guide
• Administrator Guide (for technical administrators)

If your issue is not resolved using this guide, please contact your project administrator for assistance.