Available in Google Play Store & Microsoft Store
1. Overview of the Issue
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Available Platforms:
- Google Play Store
- Microsoft Store
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Context:
This app is designed to pair the tablet with the InVue NE360 stand to enable the following functionality:- Undock the device from the NE360 frame.
- Assign users and admins for undocking app access.
- Disable the stand undock button.
- Audit user undocking activity by dates and times.
2. Potential Issue
- The app may lose connection, causing the ‘golden chain’ icon (top-right corner of the login screen) to gray out.
3. Potential Cause
- If the NE360 frame has been swapped and not proactively paired with the stand, the app will NOT connect.
4. Troubleshooting Steps
Effort A: Basic Troubleshooting
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Close the App
- Close the app from the device.
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Reset Connection
- Press the undocking button on the stand.
- Undock the device from the stand.
- Re-dock the device to the stand.
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Reopen the App
- Open the app and confirm if the ‘golden chain’ icon appears.
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Next Step:
- If the icon is still gray, proceed to Effort B.
Effort B: Advanced Troubleshooting
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Close and Reopen the App
- Close the app from the device.
- Open it again.
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Access Settings
- Enter the user PIN and navigate to “Settings.”
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Initiate Pairing
- Press and hold the button on the stand for 30 seconds or more until the LED lights on the stand alternate between different colors.
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Repair the Device
- In the app’s Settings menu, look for the option to pair the device to the stand.
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Confirm Successful Pairing
- The LED light at the base of the stand should display:
- Solid blue, followed by solid white.
- The ‘golden chain’ icon should appear on the app login screen, confirming the connection.
- The LED light at the base of the stand should display:
5. Escalation Guidelines
- If pairing fails despite completing Effort B, escalate the issue to the relevant technical support team for further investigation.
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