Device Activity is Not Showing in the Cloud

Scenario

You have created a new live activity on the Catapult Vector App and connected devices with the new activity to the dock(s) expecting the Athlete data to automatically upload to the Cloud. Upon logging into the Cloud the activity is not showing.

Troubleshooting Steps

To help us pinpoint the cause of the issue and provide a speedy resolution please carry out these checks and note the results, ready for when you contact our Support:

1. Is the Dock online?
   
   Tip: the network indicator LED on the dock will show solid blue when connected to the WiFi network / Dock Status in the Catapult Vector App will display "Internet Connected"
   
   If using Multi-Dock functionality, ensure all Docks are connected to the Internet.
   
   For full details please see Vector Dock LED Behaviour and How Do I Check Dock Status?
   
   
2. Has the upload from the Vector Devices been completed?
   
   Tip: in the Catapult Vector App, the Upload Status from each device will display "Completed" with the correct date/time
   
   For full details please see How Do I Check Vector Device Upload Status?
   
   
3. How long have you been waiting for the data to upload?
   
   
4. Has the live activity that you uploaded been saved in the Catapult Vector App before the upload or not? 
   
   Tip: Activities in the OpenField Cloud are created when a live activity that is created on the Catapult Vector App is saved and uploaded. They are also auto-created when Vector Devices with new activities are connected to the Dock.
   
   For full details please see How are Activities Created? 
   
   
5. Are the raw files showing in the Cloud?
   
   Tip: in the OpenField Cloud, go to Settings > Manage Rawfiles. Rawfiles will be showing against each Vector Device with the correct start and end time.
   
   
6. What is your OpenField Account name and Dock ID?
   
   Tip: your Account Name is the username with which you log into the OpenField Cloud. Dock ID is the last 5 digits printed on the QR label found on the front of the Dock. The Dock ID is also shown in the Catapult Vector App on the Device page | Docks tab.
   
   For full details please see Editing Account Details and Setting Up Your Dock
   
   
7. Is activity data not uploading from only a certain Vector Device? What is the Device ID?
   
   Tip: the Vector Device ID is a 5 digit number printed on the label on the back of the device, just above the Catapult logo.
   
   For full details please see Vector X7 Device Overview

Once you have noted all of the details and the data is still not showing in the OpenField Cloud please send your findings to support.