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Share diagnostics with support

When support asks “what does your app say?”, the Diagnostics sheet is where you find the answer. This tutorial walks you through opening it, copying the values support needs, and running a test sync to confirm your phone is talking to the server.

Before you start

Section titled “Before you start”
  • You’re signed in to the Polaris Express iOS app on an admin-enabled device.
  • You have a way to paste text into your support conversation (email, chat, etc.).

Goal Send your device's diagnostic details to support

Time~3 min

  1. Open the Diagnostics sheet

    From the Settings page, tap the Diagnostics row. The sheet slides up with the title Diagnostics and a Done button in the top-right corner.

    The Diagnostics sheet groups everything support needs into four cards.

  2. Check the Connection card

    The top card is Connection. Look at the status pill in the header — it reads Online, Connecting, Reconnecting, or Offline.

    Below the pill, you’ll see three values:

    • Reconnects — how many times the app has reconnected this session.
    • Last sync — when the device last checked in (for example, “2 min ago”).
    • Pending uploads — scans waiting to be sent.

    Tell support what each value says. If the status is Offline or Reconnecting, mention that first.

  3. Copy your Device ID and Server URL

    Scroll to the Device card. Two rows have a copy button on the right:

    • Server — the API URL the app is pointing at.
    • Device ID — your device’s unique identifier (truncated in the middle; the copy button gives you the full value).

    Tap the copy button next to Device ID. A toast appears at the bottom reading Device ID copied. Paste it into your support conversation. Repeat for Server if support asks.

    The same card also shows your Push permission state, APNs environment, and Build number. Include these if support requests them.

  4. Note your account details

    The Account card shows who you’re signed in as. It pulls the name, email, and User ID from your account.

    If the card shows Couldn’t load account., tap Retry. If retry keeps failing, that’s useful information on its own — tell support the account card won’t load.

  5. Run a test sync

    Scroll to the Test card at the bottom and tap Run test sync. The button shows a loading spinner while the app forces an immediate sync run with the server.

    When it finishes, a toast appears reading either Sync OK or Sync failed. Tell support which one you saw.

Verify

Section titled “Verify”

You know the steps worked when:

  • A toast confirmed each copy action (Device ID copied, Server URL copied).
  • The test sync finished with either Sync OK or Sync failed — both are useful answers for support.
  • Your support conversation has the Device ID, Server URL, and connection status pasted in.

Troubleshooting

Section titled “Troubleshooting”

The test sync says “No active session.” The app doesn’t have an active scanning session to sync. Close the sheet, make sure you’re on the main scan screen, and try again.

The Account card shows “Couldn’t load account.” Tap Retry. If it still fails, your device may be offline or your session may have expired. Check the Connection card — if it reads Offline, fix your network connection first.

I can’t find the Diagnostics row in Settings.

The Device ID is cut off in the middle. That’s intentional — the row truncates long IDs so they don’t dominate the screen. Tap the copy button next to Device ID to get the full value on your clipboard.

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