App Troubleshooting

First, check your smartphone settings.

Setting up the app

  • Cannot install the app
    • Check the OS version of your device. The NaviTabi app is available for devices with the following OS
      • iOS 13.0 or higher
      • Android 6.0 or higher
    • Make sure that the device is connected to a network and can communicate.
    • Make sure that there is enough free space on the device. If there is no free space, please increase the free space by deleting other apps.
  • Cannot log in to the application.
    • Please make sure that you are connected to the network and can communicate.
    • Please make sure that your email address and password are correct.
      • If you have forgotten your password, the app will send you an email to reset your password.
    • If you cannot log in with your email address, please check if you have previously logged in with a Google or Facebook account associated with that email address.
      • Try logging in with your Google or Facebook account.

Start

  • Cannot start at the start point.
    • Please check if the location information has been acquired by the device.
      • Press the “Current Location” button and check if the pointer moves to the current location.
      • Check if other applications such as Google Maps can display the current location.
      • Check if location information is turned on in the OS settings.
      • Check if you have allowed the NaviTabi app to use your location.
    • Make sure you are close enough to the starting point.
  • Started by mistake and want to cancel the start.
    • Select “Cancel” from the menu button (right next to the current location button) to cancel play. The aborted play record can be deleted by the user.

While playing

  • Punch button does not respond.
    • Get close enough to the checkpoint.
      • Press the “Location” button to see if your current location is displayed near the checkpoint.
      • If you are close enough to the checkpoint, the punch button should be active (blue).
    • If you are after trying unable to punch the checkpoint, select “Skip” from the menu button and proceed to the next checkpoint.
      • If you skip a checkpoint and cannot take a picture with the application, please take a picture with the camera application. You can register the photo from the results screen after the finish.
    • My device does not vibrate when approaching a checkpoint.
      • Tablet devices generally do not have vibration feature and will not vibrate.
    • The camera does not start after punching.
      • Please check if the camera is allowed in the NaviTabi app.
      • If it does not start, take a picture with the camera app.
      • If punches at checkpoints are recorded, you can register a photo of the checkpoint from the results screen after the finish.
      • The camera will not be activated on courses without photo punching.
    • The camera screen is accidentally closed after a punch.
      • If you are not far from the checkpoint, you can press the punch button again to start the camera. Note, however, that the punch button is grayed out because it has already been punched.
      • If pressing the punch button does not activate the camera, take a picture with the camera application.
    • Photos do not upload.
      • Uploading may fail if communication is not good. The photos should be saved in the album. If punches at checkpoints are recorded, you can register checkpoint photos from the results screen after finishing.
    • The app crashed.
      • You should be able to resume play by restarting the app.
      • If you cannot resume play, continue using the paper map and the list of checkpoints, if available, and take a photo with your camera.
        • In the case of a score course, if the event organizer determines that you have passed the checkpoints, you may have your scores revised.
    • Battery dead.
      • If you have a paper map and a list of checkpoints, continue using the paper map and take pictures with your camera.
      • In the case of a score course, at the discretion of the event organizer, you may have your score revised if it can be confirmed that you have passed the checkpoints.

FINISH

  • Cannot finish at finish.
    • Check if you are close enough to the finish area.
      • Press the “Current Location” button to see if your current location is displayed near the finish area.
      • If you are close enough to the finish area, the button should say “Finish”.
    • If the button does not respond, select “Skip” from the menu button to finish.
      • After finishing, take a picture of the finish area with your camera.
  • Play results are not displayed.
    • Please make sure you are connected to the network and can communicate.
    • Check if the play results are displayed on another device.
  • The photo of the checkpoint that was supposed to be taken does not appear in the record.
    • Please check if you are connected to the network and can communicate.
    • Check if the photos are displayed from another device.
    • If the punch at the checkpoint is recorded, the photo stored in the album can be registered from the results screen.
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