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Troubleshooting Decision Tree: Tablets

These steps will guide you through comprehensive steps to address most common issues

Hub issues can create a larger impact to support, since most devices are connected to the dashboard through the hub. 

Based on the issue category, follow the decision tree provided and use the following universal troubleshooting best practices:

For every issue:

    • Identify the exact symptom(s)
    • Confirm affected location(s), individual(s), and device(s)
    • Determine whether the issue is active or intermittent
    • Retest after completing each check
    • Escalate with documented findings only

Tablet Decision Tree Quick Links:

  1. Tablet offline
  2. Frozen tablet
  3. Tablet White Screen

Tablet Offline Decision Tree

First checks

    • Check Monitor Tablet to confirm if tablet is connected in Dashboard. Click here for instructions. 
    • If tablet displays as offline - complete a test call to verify.
    • Check if other tablets and devices in the home are still connected to the dashboard
    • Restart services to the tablet. Click here for instructions. 
    • Confirm the primary internet is active (Are personal devices working in the home?)
    • If power outage or internet is out at the site, work with internet provider or power company for resolution before continuing troubleshooting

Onsite checks

Note: these checks can be completed by DSPs, individuals, family, or paid backup staff and should not require Technician visit

    • Confirm the tablet is plugged into an outlet and the cable is secure both on the device and outlet ends

Next checks

  • If First checks and Onsite checks are completed and all tablets at location are offline, the root issue could be the Hub, Connectivity, or Local Network. Move to the Hub Decision Tree.

Escalate to SLS when:

      • Tablet does not power on after power connection is confirmed
      • Tablet remains disconnected but other devices in the home are online.

     

    Tablet Online but Frozen Decision Tree

    First checks

      • Check if other tablets and devices in the home are still connected to the dashboard
      • Refresh tablet from the Location Settings to reload the display on the tablet
      • Restart services to the tablet. Click here for instructions.
        • If multiple devices are frozen, reboot the hub from the Hubs tab using instructions above
      • Confirm the primary internet is active (Are personal devices working in the home?)
      • If power outage or internet is out at the site, work with internet provider or power company for resolution before continuing troubleshooting

    Onsite checks

    Note: these checks can be completed by DSPs, individuals, family, or paid backup staff and should not require Technician visit

      • Confirm if tablet responds to button presses on the screen such as feeling status, even if call issues persist. Check if feeling status shows in the dashboard.

    Technician onsite checks

    • Bring Ethernet to USB-C dongle onsite. Plug tablet directly into the router and confirm if device connects and unfreezes. 

      • If this step works, the freezing is due to internet connection. Contact SLS to remove Kiosk mode from the device and confirm Wi-Fi credentials in iPad settings.

    Escalate to SLS when:

      • Tablet remains disconnected but other devices in the home are online.

    Tablet White Screen Decision Tree

    First checks

      • Check if other tablets and devices in the home are still connected to the dashboard
      • Restart services to the tablet. Click here for instructions.
        • If multiple devices are frozen, reboot the hub from the Hubs tab using instructions above
      • Confirm the primary internet is active (Are personal devices working in the home?)
      • If power outage or internet is out at the site, work with internet provider or power company for resolution before continuing troubleshooting

    Technician onsite checks

    • Bring Ethernet to USB-C dongle onsite. Plug tablet directly into the router and confirm if device leaves white screen. 

      • Once online, contact SLS to remove Kiosk mode from the device and confirm Wi-Fi credentials in iPad settings.

    Escalate to SLS when:

      • Tablet white screen is unresolved even when directly plugged in via dongle.