Device User Data Not Showing in the Dashboard
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.
🧭 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.
🔄 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:
- Place the device in the Hub (USB port down)
- Ensure the Hub is powered and connected (via SIM or Wi-Fi)
- 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.
📲 If Using the Mobile App
If the mobile app is used instead of the Hub:
- Open the SoterCoach app near the device
- Ensure Bluetooth is enabled
- Tap Sync
- Wait for sync to complete — data will update on the dashboard after a delay
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