ARIONHUB Troubleshooting

I’m having trouble doing an ARIONHUB session

Learn what to do if you cannot see any data in the ARIONHUB app, have an unuploaded run or have internet issues.

Select the right mode

Unuploaded sessions

Flyer not visible

EAN code not scanning

Verify if you have an internet connection

Verify the latest version and updates

Additional tips

Select the right mode

Step 1 – Verify the right session type

• On the onboarding screen, make sure to pick either a Running or Walking session
• If you started a Running session, you cannot perform a Walking session in the same visit. A running and walking session cannot be compared in the same visit
  • The app will recognise this as ‘incomparable data’
  • Perform another session that matches the session type you choose to see if the data can be compared
  • If you have started a running session and would like to do a walking session, please close the visit and create another visit by selecting the walking session in the onboarding

Step 2 – Select the right session mode

Verify that the right session mode is selected for your session:

• Video & gait mode: Selected by default, allows the use of video and ARION hardware together
• Gait mode only: Allows the use of the ARION hardware
• Video-only: Allows you to use the video only; ARION hardware will not be used

Note: The last selected mode will be saved for the next session. Verify before a session if this is the preferred mode for this session

Unuploaded sessions

Step 1 – If a session has not been uploaded

• It is automatically saved on the iPad
• Go to the History section and tap the banner
• A new screen will open where you can click on the upload button
• The session is automatically added to your history section

Step 2 – If you want to delete an unuploaded run

• If the session is not relevant, click on the unuploaded banner, and swipe the session to the right to find the delete button

Flyer not visible

Step 1 – Verify if the email has been sent

• Go to the history section of the ARIONHUB app. If the email has been sent, you will see the last email address saved in the visit
• If there is no email address, please click on the visit, the share button on the top right and fill in the email address. You should see the email addres in the visit after sending the flyer

Step 2 – Verify the email address of the customer

• Verify with the customer if the right email address has been used and was spelt correctly
• Ask the customer to check their spam folder
• If the email still cannot be found, try it with another email address. The Digital Flyer can be shared multiple times. The last used email address will be stored in your history section

EAN code not scanning

Step 1 – Verify if the EAN code is in the ARIONHUB system

• If an EAN code is not registered in our system, the barcode scanner will give an error saying: Not found in your closet. EAN: …….
• You can always click the rescan button and try again
  • Make sure that there are no other barcodes or QR codes visible for the barcode scanner, or it will not pick up the correct EAN code

Step 2 – Upload the EAN code via the Admin Dashboard

• If the EAN code is still not recognised, the shoe may not be registered in our system
  • Upload a CSV file with Brand, Model, and EAN code via the Admin Dashboard
  • The EAN code will become scannable shortly after upload

Note: An example format CSV file can be found within the ‘Upload Shoes’ section of the Admin Dashboard.

Verify if you have an internet connection

Step 1 – Verify Wi-Fi connection

• Go to Settings > Wi-Fi and ensure that Wi-Fi is enabled on the iPad. Or access the Wi-Fi settings via the quick access menu
• Open a web browser and try loading a webpage to confirm that the internet connection is working
• If there is no Wi-Fi or network connection, the ARIONHUB app will show a banner: ”Network offline” 

Step 2 – Test with a mobile hotspot

If the webpage does not load, create a mobile hotspot.

• Connect the ipad to this hotspot
• Open a web browser and try loading a webpage to confirm that the internet connection is working
• If the webpage loads on the hotspot, the original Wi-Fi network may be too weak or unstable
• If the problem still persist, please perform a speedtest and reach out to us: https://www.speedtest.net/ 

Verify the latest version and updates

Step 1 – Verify if your iPad has the latest iPadOS

• Go to Settings > General > Software Update. If your iPad does not have the latest iPadOS, we recommend updating
• We recommend having automatic updates enabled to always be on the latest iPadOS version

Step 2 – Verify if you have the latest ARIONHUB version installed

• Go to AppStore > ARIONHUB and verify if you are on the latest ARIONHUB version
• We recommend having automatic updates enabled to always be on the latest ARIONHUB version
  • Go to Settings > Apps > App Store > App Updates
• You can find the ARIONHUB version number if you go to ARIONHUB app > Settings > Version number

Additional tips

• If a session in a visit becomes not relevant or you want to hide it, click on the ‘eye’ icon to hide the session. This allows you to choose which sessions you would like to compare

If after these steps and tips you are still experiencing issues, please reach out to us for further instructions.