Frequently Asked Questions (FAQs)

1. The information is not updating in real time; I have to refresh. Why?

If the information on the platform is not updating in real time, it could be due to an issue with the websocket connection that is used to push real-time updates. Check if there are network restrictions or firewalls that could be blocking websockets. Additionally, ensure that your internet connection is stable. If the problem persists, try refreshing the page or contacting support for further assistance.

2. How do I download the passings data for further analysis?

To download the passings data, navigate to the Device Passings view for the desired session, then click the Download CSV file link at the top of the page. This will generate a CSV file containing all the passings recorded during that session, which you can use for further analysis or import into other timing software.

3. Can I see the real-time location of my timing device?

Yes, you can view the real-time location of your timing device by navigating to the Location Tab in the Device Details page. If GPS is enabled and available, the location of the device will be displayed on an embedded Google Map, showing the last known coordinates.

4. What does the ACTIVE badge mean in the Sessions Tab?

The ACTIVE badge in the Sessions Tab indicates that a timing session is currently in progress for that device. During an active session, passings data will be updated in real time, allowing you to monitor the event as it unfolds.

5. How do I troubleshoot if my CloudBox device shows as offline in the Device Details page?

If your device appears as offline, check the following:

• Ensure the device is powered on and has sufficient battery.

• Verify that the device has a stable internet connection, either through WiFi, 4G, or Ethernet.

• Check the Status Tab in the Device Details page for additional information about connectivity issues, such as the IoT connection status or 4G status messages.

• If the issue persists, consider restarting the device or reaching out to support for further troubleshooting.