Troubleshooting

Symptoms, likely causes and fixes, grouped by area. Where a fix says "an administrator", it means someone who holds the role named in the fix.

Signing in

Symptom	Likely cause	Fix
"Invalid 2FA Code"	The code expired (codes last 10 minutes), or you typed an older code	Use the newest text, or click Re-Send 2FA Code and use the new code
No 2FA text arrives	The mobile number on your user record is missing or wrong, or your phone is filtering the text	An administrator checks Control Panel → Account Users → Edit User → Phone Number:. Save +1 (405) 253-5370 as a contact
"Please wait at least 30 seconds before requesting a Two Factor Authentication code"	Re-Send 2FA Code pressed twice quickly	Wait 30 seconds, then try again
"Unknown Phone Number Error - Contact support@d6labs.com"	The mobile number on your user record isn't a valid 10- or 11-digit number	An administrator corrects Phone Number: in Edit User
The temporary password from a reset doesn't work a second time	Temporary passwords work once	Use Forgot Password? Click here! again
Password change refused	The password doesn't meet the rules	At least 7 characters, with at least one letter and one number
Asked to set a PIN before you can sign in	Your organization requires HMI PIN codes, and yours is missing, the wrong length, or was reset	Enter a PIN of the length shown, twice, and click Save PIN and Sign In
"That PIN is too easy to guess" or "That PIN is too common — choose another"	Repeated digits, a straight run such as 1234, a repeated pair, or a common PIN	Choose a less predictable PIN
Forgot your HMI PIN code		Ask an administrator to click Reset PIN in your Edit User dialog, then sign in and set a new one
PIN refused at a panel	You're not in the Local Device Login role, your PIN is locked after 5 wrong tries, or your account doesn't require PINs	Wait for the lock to end (5 to 30 minutes); an administrator checks the role and Control Panel → Account → HMI PIN Codes:
Wall display signed itself out overnight	It uses a normal login, which lasts one day	Use a View Only login for displays. Contact D6 Labs support

See Logging in.

"I can't see / can't do X"

The portal hides what your roles don't allow, so a missing button almost always means a missing role.

Missing	Role to check	Where it's set
Control Panel in the menu	You're a View Only user	Contact D6 Labs support
Create New User / Edit User	Add/Edit Users	Assign Account Roles
Create New Contact under Alerts → Alert Contacts	Add/Edit Alert Contacts	Assign Account Roles
Assign Roles, or account details are read-only	Account Admin Role	Assign Account Roles
Alert History tab under Alerts	View Alert History. If no role is chosen, nobody sees it	Assign Account Roles
Audit Log tab in the Control Panel	View Audit Log, or Account Admin Role	Assign Account Roles
Manage Reports: changes aren't saved	Account Admin Role	Assign Account Roles
New Location on the map	Add/Edit Locations	Assign Account Roles
Location name isn't a link on the map	The location's view role	Edit Location
Can't change devices or alerts at a location	The location's modify role	Edit Location
An HMI tab is greyed out	That HMI's View HMI Role(s)	Edit \<name> HMI
No wrench (Edit Mode) on an HMI	That HMI's Modify HMI Role(s)	Edit \<name> HMI
Double-clicking a widget does nothing	That HMI's Remote Command Role(s), or the channel can't be written (black border)	Edit \<name> HMI
No + (new HMI) tab	Create HMI	Assign Account Roles
Dashboard missing from the list	That dashboard's view role	Configure Dashboard
"You do not have the appropriate role to edit this dashboard."	That dashboard's edit role, and Add/Edit Dashboards	Configure Dashboard; Assign Account Roles
Tanks or Flow Meters missing from the menu	Your account has no tanks or flow meters

Note

For most permissions, a row with no role chosen is open to everyone. If someone can do something they shouldn't, look for a blank row in Assign Account Roles, Edit Location or Edit HMI. See Roles and permissions.

Alert notifications

"I'm not getting alert texts"

Work down this list:

1. You replied STOP to a Whisker.io text. That stops every Whisker.io text to your phone. Text START to the same number to turn them back on. Nobody else can do this for you. The contact's status in Alerts → Alert Contacts shows Opted out of texts.
2. Your number is wrong or can't receive texts (for example a landline). The contact's status shows Texts failing. Correct the number on the contact, or on your user if the contact is linked to it, and save.
3. You're not an alert contact. Being a user isn't enough. An administrator opens Edit User → Edit Alerts, or adds you under Alerts → Alert Contacts.
4. You're not on the schedule that was active. The alert uses a schedule group, and at that time a schedule you're not on was in charge, or someone was covering for you. Check Alerts → Alert Schedules. See Schedule groups and Covering and holidays.
5. Someone acknowledged the alert first, or the alert texts contacts one at a time and stopped before reaching you. See Acknowledging alerts.
6. The device was snoozed. Snoozed devices don't send alerts. See Snoozing alerts.
7. The alert is turned off, or its condition didn't last for the full delay. See Creating and editing alerts.

People in the Alert History role can see every notification sent and its result under Alerts → Alert History (see Alert history and notes). Administrators in the Receive Delivery Problem Reports role get an email about contacts whose texts or emails are failing.

Other notification problems

Symptom	Likely cause	Fix
Voice calls never happen	Voice calling must be turned on for your account by D6 Labs. Until then, the schedule editor says "Voice calling is not enabled for this account yet"	Contact D6 Labs support
Emails arrive but texts don't	The number opted out (STOP) or is invalid	See the list above
Can't acknowledge in the mobile app	The mobile app can't acknowledge alerts	Reply to the alert text (for example ACK 1234), press 1 on the call, or acknowledge in the web portal. See Acknowledging alerts
Reply ACK gets "More than one alert is open. Reply ACK followed by the 4-digit code: …"	You have more than one open alert	Reply ACK and the 4-digit code of the alert you mean, for example ACK 1234
Alert fires again and again as the value hovers at the limit	Hysteresis too small	Increase the alert's hysteresis. See Creating and editing alerts
Nobody was told about a dead sensor	Only threshold alerts are set, and a silent channel never crosses a threshold	Add an inactivity alert to the channel
Alert fires at the "wrong" temperature	The threshold was entered in the other unit	Check App Settings → Temperature, then re-enter the threshold

HMI screens

Symptom	Likely cause	Fix
Widget shows no reading, or the sparkline says "No data in last 24 hours."	The channel hasn't reported	Check the device is powered and connected; add an inactivity alert
Moved or resized widgets went back	You left the page without clicking the wrench a second time	Edit again, then click the wrench to save
Can't drag a channel onto the HMI	Not in edit mode, or missing the HMI's modify role	Click the wrench first; check the role
"A command is currently being processed."	An earlier command to that equipment is still in progress	Wait, then try again
Background picture looks blurry when zoomed	The image is too small	Use an image of 3840×2160 (8 MP) or larger

Dashboards

Symptom	Likely cause	Fix
"The minimum allowed range is 1 day"	Start Time and End Time less than a day apart	Load at least a day, then zoom in with the slider
A widget shows -- and No recent data	The channel has stopped reporting	Check the device
Widget header is red	The channel has an active alert	Clears when the alert does
Widget header is blue	The channel's alerts are snoozed	Expected during maintenance
Can't find Alerts, Tanks or Flow Meters in the menu	The Dashboards page has a shorter menu	Click My Devices
Dashboard buttons missing on a phone	Dashboards are view-only on phones	Use a computer
Two graph panels show different periods	Each panel has its own time range	Set the same Start Time and End Time on both

Other

Symptom	Likely cause	Fix
Statuses on the map look out of date	The map refreshes every 5 minutes	Wait, or reload the page
The location's History tab is empty	Set wasn't clicked, or nothing happened in that period	Choose the period, then click Set
"Please select a location on land!"	A marker was dropped in water	Drop it on land

Still stuck?

Contact D6 Labs support at support@d6labs.com. Include your account name, the location, what you expected, what happened instead, and a screenshot. For permission questions, include the username.