Fixing common problems

#The app is blank or white, or looks out of date after an update

Close SolarKnock completely and open it again. On Android, swipe it away from your recent apps; in a browser tab, reload the page. Each fresh open loads the newest version, and the app also reloads itself once if it finds it's running an old one.

#The tab bar at the bottom is missing on Android

Close the app completely and reopen it. If the bar is still missing, email us your phone model.

#My location is wrong or stuck

Tap the locate button (the crosshair icon) on the Map. Every tap takes a fresh GPS reading, and if it can't get one it tells you why:

• Couldn't get a GPS fix. Move somewhere with a clearer view of the sky and try again.
• Location timed out. Wait a moment and tap again.
• Location is blocked for this app. On an installed Android app, go to Android Settings → Apps → SolarKnock → Permissions → Location; the setting in Chrome is separate. On iPhone, go to Settings → Privacy & Security → Location Services → Safari Websites and choose While Using the App.

AutoKnock needs location too, and won't start without it.

#AutoKnock says "Recording disabled — microphone permission needed"

Your walk is still logged, just without audio. Tap Try again to be asked again. If nothing is asked, allow the microphone for SolarKnock:

• Installed app on Android: Settings → Apps → SolarKnock → Permissions → Microphone.
• Chrome: tap the icon to the left of the web address, then allow Microphone.
• iPhone: in Safari, tap aA in the address bar, then Website Settings, and set Microphone to Allow.

Then tap Try again. The app confirms with Recording will start with your next session.

#AutoKnock stopped recording when my phone slept

When the screen turns off or you switch apps, your phone can pause SolarKnock, which stops the recording and the walk log. Audio from that gap can't be recovered. The Auto tab tells you, for example Recording stopped at 10:42 AM — 18 min without audio.

Recording never restarts on its own. Tap Start recording to carry on, and keep the screen on. See Getting the best results from AutoKnock.

#AutoKnock says "Recording on your other phone"

You can record on one device at a time. Stop the recording on your other device, or wait 10 minutes, then tap Try again.

#I had no signal while knocking

If the Map shows a badge such as 2 knocks pending sync, those knocks are saved on your phone and send by themselves when you're back online; tap the badge to retry now. If you saw an error such as Failed to save disposition. Please try again., that knock wasn't saved, so log it again once you have signal.

#Google Calendar says "Reconnect needed"

Google stopped accepting SolarKnock's access to your calendar. On the Profile tab, tap Google Calendar and sign in to Google again. See Google Calendar.

#I can't sign in or forgot my password

On the sign-in screen, tap Forgot password? Sign in via email link →, enter your email and tap Send Sign-In Link. The emailed link works once, within 30 minutes. If it doesn't arrive, check your spam folder and the spelling of your email.

Once you're in, go to Profile → Change Password, tap Send Code, enter the 6-digit code from your email, type your new password twice and tap Save Password. Your organization's admin can also set a new password for you.

Too many attempts. Please wait a moment. means you tried too often; wait a few minutes.

#My invite code doesn't work

Check the code with your manager. New users enter it on the sign-in screen's Invite Code tab; if you already have an account, tap Join Organization on Profile instead. Pending Approval means your request was sent and an admin or manager has to approve you.

#Still stuck?

Email us. Contacting support lists what to include.