Activation screen is stuck and not completing the activation, and no error is displayed

Owned by Paul Sugg
Last updated: Aug 21, 2014 by Dorian Port
3 min read

If a device appears to be 'stuck', something could be in progress but may not be immediately obvious to the user.  Normally during activation, we display messages / spinning wheel icons to indicate something is in progress.

Ask the user to provide screenshots to hightlight the issue - is the device stuck or is there a warning / screen displayed, such as data load in progress?

If a device is showing that a load is in progress or a configuration is being received, please ask the user to be patient.  Receiving a new Cad usually takes a few minutes.  A data load could take a considerable amount of time and the device will be unusable while the load is preparing to download.  Please check Queues->Initload Summary and check to see if the load for your user is in error or READY.  Loads have to be in READY status in Initload Summary before the client can begin to retrieve data, the application cannot be used when a device load is taking place.

If the device appears to be genuine locked and the application is unreponsive, please check the following:

  1. Test that the device itself is operating as normal.  Exit the application and open a browser to test that you can open the activation server address: https://activate.ienterprises.com/activate/
    1. You should see a login prompt at the screen above, do not try to log in, we are just checking that the user can connect to the activation server
  2. Try reopening the application, does that fix the issue.
  3. Try to force close the application (completely exit) by bringing up the device task manager and exiting the application.  Reopen to see if the issue is resolved.
  4. If you are still unable to activate (no response from the client), please try resetting the application and activating again

 

Reset the application

You can reset the app either through the Options->Advanced Options menu on Android devices or in Apple devices by opening the device 'Settings' application, navigating to the Swift MEAP™ application icon and selecting.  A reset the application toggle is displayed in the Settings page. 

When the client is next opened, it will be reset and you will be forced to exit.  Reopen to reactivate.

 

If the above fails, as the device has not been activated and no data has been lost, please ask the user to delete the application from their device completely and re-download the application.  This will ensure that any issues during the download of the application itself or due to data corruption is resolved.

 

Activation screen is stuck - follow up actions

If all of the above has been attempted and still no resolution is found, please provide client logs (Enabling client logs) and the server logs for the entire activation period.  Please provide the configuration, user details, dates/times of activation and issue details to support