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
More in SoterCoach FAQ
Getting Started: Pre-Launch Onboarding GuideHow to Restart a SoterCoach DeviceHow to Clean the SoterCoach Device, Hub, and AccessoriesHow to Wear the SoterCoach DeviceHub Not Charging or Turning OnHub Not Working Due to Low Reception? Connect to Wi-FiWhat to Do If the Hub Token Has ExpiredTroubleshooting Devices That Are Not SyncingTroubleshooting Devices That Are Not ScanningPreventing Duplicate Worker ProfilesUnderstanding Haptic Feedback from the SoterCoach DeviceHow the Device Provides FeedbackHandle Incorrect Session Data
Was this article helpful?