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Troubleshooting

This page summarizes short fixes that you often want to check on the spot. If you want organizer-side judgment and fallback operation as well, see Operations Guide - Operational Decisions for Trouble Cases.

Supported devices and OS versions​

iOS​

  • Supported version: iOS 15.0 or later
  • iPhone is supported
  • A device with working GPS is required

Android​

  • Supported version: Android 9.0, API level 28, or later
  • A device with Google Play Services installed is required
  • A device with working GPS is required

Web browser​

  • The latest versions of Chrome, Safari, Edge, and Firefox are supported
  • The web version is mainly for event management and result review. For joining events, use the smartphone app

I cannot install the app​

  • Check whether your device is supported, iOS 15.0 or later, Android 9.0 or later
  • Check your network connection
  • Check whether your device is allowed to use the App Store or Google Play

The app does not start or it crashes​

Things to try first​

  1. Update the app to the latest version
  2. Restart the device
  3. Force close the app and launch it again

If the app crashes during play​

NaviTabi has an automatic recovery feature.

  1. Restart the app
  2. Open the event screen for the event that was in progress
  3. The in-progress state is restored automatically

Punches already recorded before the crash are saved both on the server and locally, so they are not lost.

Data safety

During play, data is saved both on the device and on the server. Even if the app crashes, the app restores from the latest state on the server when restarted. If the server cannot be reached, it attempts to restore from local data.

If the battery runs out​

If you charge the device and restart the app, you can resume play.

If resuming is not possible, use a paper map or printed control list if the organizer provides one. A good organizer-side rule is to accept the finish if the participant can show photos taken with the standard camera app as evidence.

For organizer-side judgment criteria, see Operations Guide - Operational Decisions for Trouble Cases.

If it still does not improve​

  • Uninstall and reinstall the app
  • Check free storage space on the device
  • Contact NaviTabi support with the device name, OS version, and what happened

I cannot start at the start point​

Check the following.

  1. Whether location is available. Tap the current location button and check whether the map moves to your location
  2. Whether the device OS location setting is on
  3. Whether NaviTabi has location permission
  4. Whether you are close enough to the start point
Skipping the start point

If you really need to start from away from the start point, you may be able to use Skip Start Point from the play screen menu.

The course or event is not shown​

  • Check your network connection
  • Check that Airplane Mode is not restricting communication
  • Check that mobile data for NaviTabi is not turned off
  • If you are the event organizer, confirm that the event and categories are public

GPS is not being acquired correctly​

How to improve GPS accuracy​

  1. Use the app in an open outdoor place. Accuracy drops inside buildings or near tall structures
  2. Check location permission
    • On iOS, open Settings -> NaviTabi and set location to Always Allow
    • On Android, open Settings -> Apps -> NaviTabi -> Location and set it to Always Allow
  3. Confirm that system location services are on
  4. Turn Airplane Mode on and off once to refresh GPS
  5. Check whether another app such as Google Maps can show the current location

The punch button does not react​

  • Check that you are close enough to the spot. The current location button helps confirm whether you are near it
  • If you are close enough, the punch button should be active
  • Location is recorded only when GPS accuracy is within 40m. Wait for accuracy to stabilize
  • If punching still does not work, take a photo with the camera app. The organizer may accept it as evidence

The phone does not vibrate when I approach a spot​

  • Some devices, especially some tablets, do not have vibration hardware
  • Check whether location is being acquired correctly

The camera does not open after punching​

  • Check whether NaviTabi has camera permission
  • If it still does not open, use the standard camera app and take a photo. If the punch is recorded, you can upload the photo from the results screen later

GPS test fails in a Safety Tracking Event​

Before location sharing starts, a GPS test runs. Check the following.

  1. Location permission must be set to Always Allow
  2. Wait outdoors until GPS accuracy is within 100m
  3. The test times out after 60 seconds. If accuracy does not stabilize, move to another place and try again

Data is not synchronized​

Causes and what to do​

Check the network connection

  • Confirm that Wi-Fi or mobile data is on
  • Confirm that Airplane Mode is off

Data is also saved locally

  • NaviTabi saves data on the device even while offline. When network connection returns, it synchronizes automatically

If synchronization does not finish

  1. Close and restart the app
  2. Move to a stable network environment
  3. Wait a while and check again
If a team member's result is not reflected

In team competition, the score is finalized only after all team members' data has synchronized to the server. If one member remains out of coverage, reflection may take longer.

My play result does not appear​

  • Check your network connection
  • Check whether the result appears on another device
  • For organizer-run events, it is often reasonable to accept a finish if passage can be proven with photos saved in the device album

If the organizer wants guidance on finalizing results or making manual corrections, see Operations Guide - Event Day Operations and Operations Guide - After the Event.

The map loads slowly, or I want to clear the tile cache​

If the map is slow or old map data remains visible, try clearing the tile cache.

On iOS​

  1. Open Settings, the gear icon, from the map screen
  2. Tap Clear Tile Cache
  3. Confirm by tapping Clear

On Android​

  1. Open Settings, the gear icon, from the map screen
  2. Tap Clear Cache
  3. Confirm by tapping Delete

After clearing the cache, network access is needed to reload the map.

Load maps in advance

If the event area may become offline on the day, open the event map in advance and zoom in and out around the area so that map tiles are cached.