FAQ/Troubleshooting Guide - Solo Wearable

OVERVIEW

This following article contains frequently asked questions/answers and information about common scenarios that may arise during the use of the Solo Wearable [watch] app and Solo Watch.

Once you have located the question - simply click it to expand the answer.

Note: This article is an evolving document and therefore it will pay to follow it in order to receive updates when new information is added.

Similar Article in a different section:
Solo Platform - FAQ/Troubleshooting Guide

SOLO WEARABLE APP

Q: What are the supported Wearable/Watch devices for Solo

   A: The Damstra Solo solution is available on the below Wearable platforms/devices:

• Samsung Galaxy Watch
  • Supported on the last 2 versions of the commercially available wearable device and its relevant OS (i.e. Tizen)
• Apple Watch
  • Supported on the last 2 versions of the commercially available wearable device and its relevant OS (i.e. watchOS)
• Damstra Solo Watch
  • Android-based proprietary Damstra wearable device.

Q: What features are supported by Solo Wearable?

   A: At this time, the following features are available:

	Samsung	Apple	Damstra SoloWatch
Start / End Session	Y	Y	Y
Pause / Resume Session	Y	Y	Y
Manually-raised Duress Alerts	Y	Y	Y
Missed Check-in Alerts	Y	Y	Y
Fall Detection Alerts	Y	-	Y
Collision Alerts	-	-	-
Check-ins	Y	Y	Y
Location Monitoring	Y	Y	Y
Biometric data (Heart rate)	Y	Y	Y
Voice calling (when in alert)	Y*	Y*	Y**
Zone-related messages	Y	Y	Y
Group messages	Y	Y	Y
Alert-related messages	Y	Y	Y
Questions & answers	Y†	Y†	Y†
BLE Beacon proximity detection / messaging	Y	-	-
Nearby Workers list	Y	-	-
Nearby Workers map view	Y	-	-

* Requires active eSIM-enabled device or bluetooth connection to paired phone ** Country / carrier restrictions apply. Please contact your Account Manager or Damstra Support for details † Multiple-choice questions only. Questions requiring free-text answers will not be displayed on watch devices.

SOLO ON SAMSUNG GALAXY WATCH

 Q: Can I purchase a Samsung smartwatch through Damstra? 

A:Yes, please contact your account manager to arrange.

 Q: Why would I need to download the "Galaxy Wearable (Samsung Gear)" app to my smartphone? 

A:The Galaxy Wearable (Samsung Gear) app is required if you are connecting a Samsung smart watch (such as the S3 Gear or Galaxy Watch) to your smartphone - without this connection, the Solo app will not work on your watch.

 Q: What are the smartphone requirements for the "Galaxy Wearable (Samsung Gear)" app? 

A:To use the Galaxy Wearable (Samsung Gear) app, you will need a smartphone running either of the following operating systems:

• Android 4.3 or later.
• IOS (Apple) 9.0 or later.

Note: 

To see Samsung devices compatible with Gear S3/Galaxy - Click HERE 

To see other Android devices compatible with Gear S3/Galaxy - Click HERE 

 Q: What happens if my watch goes into power save mode?  

A: A wearable will only go into power save mode when the devices battery level is critically low, as a result it will attempt to reduce the demand on it in order to keep the device running. All exterior connections (Wi-Fi & Bluetooth to mobile) will be disconnected and the device screen will switch to 'grey-scale'.

The Solo session will potentially keeping running on the device but will NOT send any data back to the platform. Once the wearable device has been charged up again, if you attempt to start another Solo session you will need to sync the device data from the previous session before starting the new one.

Note: If possible, we recommend stopping the Solo session on your wearable device when the battery get's to a critically low level and starting a new session on your mobile to maintain service.

 Q: Do you have recommended connection settings? 

A:Yes:

• For a Dedicated personal device (not shared):
  • Bluetooth - Pair & Connect to your mobile device.
  • Wi-Fi - If there is a Wi-Fi network to be connected to, configure and set Wi-Fi to Auto.
  • eSIM - If the device has an eSIM capability and is connected to a mobile network set Mobile Network to Auto.
• For Shared devices (multiple users):
  • Bluetooth - Set Bluetooth to Off.
  • Wi-Fi - If there is a Wi-Fi network to be connected to, configure and set Wi-Fi to Auto.
  • eSIM - If the device has an eSIM capability and is connected to a mobile network set Mobile Network to Auto.

 Q: How can I preserve the most battery life?

A:In order to get the most of your battery we recommended the following:

• Display brightness - Do not set to maximum brightness 10 out of 10, we recommend no brighter than 7 out of 10.
• Watch Face - Do not set to Always on, we recommend turning this setting off.
• Wi-Fi - If there is a Wi-Fi network to be connected to, configure and set Wi-Fi to Auto.
• eSIM - If the device has an eSIM capability and is connected to a mobile network set Mobile Network to Auto.
•  

 Q: Should I have GPS/Location services activated?

A: Yes, we recommend that Location service should be set to GPS and Wireless Network. This will ensure your Organisation can you locate you throughout your session, if location tracking is enable for the particular profile you wish to use. Even where location tracking is disabled for a particular profile, Solo will still share your location in the event of an alert.

 Q: What does it mean when my watch says "Standalone"? 

A: Standalone means the watch is no longer connected to the phone via Bluetooth and is connected directly to the internet via a Wi-Fi Hotspot or (in the case of eSIM enabled watches) via a Mobile Network.

 Q: Why am I seeing the offline, check network message? 

A: This message will appear whenever you have lost a network connection.

• For a Bluetooth Connected device ensure that your Bluetooth is turned on on both the Mobile and Wearable devices.
• If this does not solve the problem you may need to go through the "Pairing" process again.
• For an eSIM network connected device, you may find that you are out of your network coverage area.

 Q: Why do I need to end the Solo Mobile session when I start a Wearable Session?

A: If you have been in an Active Mobile session when you start a Wearable session, the New wearable session will override the Old Mobile one. The mobile session will keep running on your device but check-ins and raised alerts etc will no longer be received by Solo Platform. It is therefore recommended that you End the Old Mobile session to prevent any confusion or incorrect usage.

 Q: Why am I seeing a GPS Error message?

[1] [2]

• [1] A: This message is indicating that the Samsung Galaxy or Gear Watch app on your Mobile phone has stopped running and no longer providing GPS data. 
  Tap OK on the watch, then restart the app on the mobile phone and the link will be re-established automatically.
• [2] A: This message indicates that the GPS/Location functionality in the watch is not enabled.
  Access the watch Settings menu > select Connections > scroll/select Location > Activate Location services. that you are out of your network coverage area.

 Q: Why can't I see all my fellow nearby workers?

A: The 'Nearby workers' function will only display those workers assigned to the same team(s) as you. Your Organisation may have disabled this feature for your team altogether. This assignment is managed by Solo Platform Users with a Solo Role of Platform Admin or Operations Manager.

 Q: Why do I regularly lose the Bluetooth connection with my iPhone 6S or 6S+?

A:  Connecting with an iPhone 6S or 6S+ using iOS10 or later can be unstable due to these devices running low energy Bluetooth. This is a device issue and out of our control.

 Q: My watch is stuck logging out of a Solo-Session, what should I do?

A:  This has most likely occurred due to loss of connection with your mobile device. Power-off your watch and then restart, you will probably also need to "sync unsaved sessions" from your watch as well.

SOLO FOR APPLE WATCH

 Q: How do install Solo on my Apple Watch?

A:   Please follow our helpful video guide to learn how to install Damstra Solo on your Apple Watch.