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Warning

If you are finding that the IDS 2 App is being turned off "automatically", please read this article: IDS 2 App new Android OS, Connectivity Issues or logs out automatically

General

Before we break down this article into different errors, its important to do the following

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  1. Read/Try some of the other solutions on this page.
  2. Open up a support ticket
  3. In the support ticket, provide us with the phone model, android verision number and the account id, user id and password you are trying.

Incorrect login details, unable to login

This means the account id, username and/or password entered into the login screen is incorrect. While it seems simple, sometimes seeing the typo can be hard. 

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  1. Read/Try some of the other solutions on this page.
  2. Open up a support ticket
  3. In the support ticket, provide us with the account id, user id and password you are trying.

Login not allowed at this time/Couldn't fetch update availability / Error: Couldn't contact server, perhaps out of range.
 

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bgColor#fff
titleCouldn't fetch update availability / Error: Couldn't contact server, perhaps out of range
  1. Is this for all drivers or just one. If its for all, please contact IDS Support Immediately.
  2. On the phone, go to settings, then check:
    1. Time Zone is accurate
    2. Time is accurate
    3. Date is accurate
    4. We strongly recommend having "Automatic date and Time" and "Automatic time zone" checked.
  3. On a computer, logged in as an "Admin", go to the staff members screen.
    1. For this user, look at in the "BB Conn Details" field
    2. It will look something like this, "60,7,19,MON,TUE,WED,THU,FRI,SAT,SUN"
    3. The above is saying the app should check with the server every 60 seconds from 7 am to 19 (7 pm) Monday, Tuesday, Wednesday, Thursday, Friday and Sunday.
    4. If you are receiving an error out side of the above times, change the BB Conn Details so that the app checks within the time the app is active. 

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  1. Read/Try some of the other solutions on this page.
  2. Open up a support ticket
  3. In the support ticket, provide us with the account id, user id and password you are trying.

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