Index
7.1 FAQ list
| Category | Problem | Countermeasure |
|---|---|---|
| Updating | Application update fails. | Delete the application from the device and reinstall it. If the problem persists, contact your system administrator. |
| Even after updating the application, the functions remain disabled. | Logging out the application, then logging back in. Application updates require logging off then back in to enable them. | |
| Logging in | Initial login: Authentication failure “This operator is currently unable to use. (L000)” |
This error occurs when an incorrect account path (Company ID) has been entered. Confirm that the correct account path (Company ID) has been entered |
| Initial login： Device activation failure “Identification information of the device currently using cannot be specified. Please contact administrator. (L010)” |
This error occurs when a device identifier has already used for another user account. Please ask your administrator for matching the user account and the device identifier, and try logging in again. | |
| Initial login： Device activation failure (1) “Other user is using this device. (L002)” |
Another account has been registered for the device. Please ask the administrator for matching the user account and the device identifier, and try logging in again. | |
| Regular login： Device activation failure (2) “This user ID is currently used on the other device. (L004)” |
Another account has been registered for the device. Please ask the administrator for matching the user account and the device identifier, and try logging in again. | |
| Regular login： Account authentication failure “There is error in input information. Please try logging in again after checking user account. (L004) It will be locked if you fail *** more times.” |
This error occurs when the user ID or password for the account is incorrect. If you forgot the password, contact your administrator When the account is locked, it takes one hour to unlock. |
|
| Server communication error： "Fail to retrieve device certification or communicate with server." |
This error occurs when a communication is on a limited network such as an internal network which does not allow communication with the external network. Please try again using a general network such as a 3G or 4G mobile network. |
|
| Login to the application fails. | Contact your system administrator. | |
| Downloading Content |
Downloading content takes a long time. | Content downloading time depends on the speed of the network. If initialization of content takes a long time, the size of the content's resources should be reviewed. |
| General | Server communication error： | Check the network environment of the device. |