Background: What is an IKE ID?
An IKE ID is a common account that is used to access all IKE platforms. This account is created by an email link that is sent out when you're first granted access to an IKE Office department or IKE PoleForeman.
Your IKE ID provides access to the following platforms when permissions allow:
- IKE Field (field app on the device)
- IKE Office / IKE Office Pro
- IKE PoleForeman
- IKE Access (licensing server for IKE Office Pro)
- IKE Support Portal
*In special circumstances a company may use their own account infrastructure (SSO - Single Sign On) to gain access to IKE platforms. In these cases you'll see your generic company login screen instead of the IKE screen. For assistance with SSO please seek assistance from an IT administrator within your organization*
When troubleshooting IKE Field login issues keep in mind:
- What departments & forms you have access to is determined by what departments you've been granted access to in IKE Office
- Your account (IKE ID) is not locked to a specific IKE Device
- You can log into any IKE Device as long as the device has an active subscription
Here are the most common reasons why a user can't log into IKE Field:
- You're encountering an issue related to your IKE ID
- The date & time is incorrect on your IKE Device
- Your IKE Device isn't connected to Wi-Fi
- The Wi-Fi network you're using requires you to sign in through a webpage
- Common with hotel Wi-Fi networks
- Your device is disabled
- The device has been disabled by IKE due to an inactive subscription or non-payment
- Your device has a serial number starting in 1600 or 2600 and it requires a security update
- The software installation on your IKE Device is corrupt and needs to be reinstalled
1. Check for issue with your IKE ID
- See our general guide on resolving IKE ID login issues here
- The following steps below are specific to IKE Field and/or the IKE Device
2. Ensure the date & time is correct on your IKE Device
- "Something went wrong" will display upon login
- In the Android settings set the time to "Network Time" OR manually set the correct date & time
3. Ensure your IKE Device is connected to Wi-Fi
- See our guide on connecting to Wi-Fi here
- You can test Wi-Fi connectivity by opening the browser (globe icon) on the IKE Device and navigating to any website
- This will indicate if the device is connected to Wi-Fi or not
4. Try a different Wi-Fi network
- Some Wi-Fi networks require you to sign in through a special webpage that may not display properly on the IKE Device
- When in doubt try connecting to a different network like a mobile hotspot
5. Your IKE Device may be disabled
- "Device Disabled : Please contact ikeGPS Support for next steps" will display upon login
- The device has been disabled by IKE due to an inactive subscription or non-payment
- Contact the IKE Support Team here and we'll help coordinate the reactivation of your IKE Device
- Be sure to include the serial number in your submission
- Contact the IKE Support Team here and we'll help coordinate the reactivation of your IKE Device
6. Your IKE Device may require a security update
- This only applies to serial numbers starting in 1600 or 2600
- A security & SDK error will display when you try to log into IKE Field
- The guide on resolving this issue can be found here
7. An "a0.sdk.internal_error.unknown" appears when trying to launch IKE Field
- Follow the guide here on how to resolve this error
Next Steps: "Great! I'm logged into IKE Field but I'm unable to upload."
- The most likely reason is you're trying to upload to an IKE Office Pro department but you haven't been assigned a license
- Follow the guide here on how to resolve this issue
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