Common Orb Issues

This guide provides solutions to the most frequently encountered problems with Orb apps and sensors.

App Issues

App Won't Start or Crashes

Symptoms:

  • App closes immediately after opening
  • App freezes on the loading screen
  • App crashes during use

Solutions:

  1. Update the App

    • Ensure you have the latest version from the App Store or Google Play Store
    • Sometimes issues are fixed in newer versions

  2. Restart Your Device

    • A simple restart can resolve many temporary issues

  3. Clear App Cache (Android)

    • Go to Settings > Apps > Orb > Storage
    • Tap "Clear Cache"

  4. Reinstall the App

    • Uninstall the Orb app
    • Restart your device
    • Reinstall from the App Store or Google Play Store

Can't Log In

Symptoms:

  • Invalid username/password errors
  • Endless loading when trying to sign in
  • Authentication errors

Solutions:

  1. Verify Credentials

    • Double-check your email and password
    • Ensure caps lock is off

  2. Reset Password

    • Use the "Forgot Password" option
    • Check your email for reset instructions

  3. Check Internet Connection

    • Ensure you have a stable internet connection
    • Try switching between WiFi and cellular data

  4. Clear Browser Cookies (Web Version)

    • If using the web version, clear your browser cookies and cache

Sensor Issues

Sensor Shows as Offline

Symptoms:

  • Sensor appears as "Offline" in the app
  • No recent data from a particular sensor
  • Sensor status indicator is red

Solutions:

  1. Check Power and Connection

    • Ensure the sensor device has power
    • Verify it has an internet connection

  2. Restart the Sensor

    • Restart the device acting as a sensor
    • For dedicated sensors, restart the Orb service

  3. Reinstall or Update

    • Update to the latest version of Orb on the sensor
    • For persistent issues, reinstall the Orb software

  4. Check Firewall Settings

    • Ensure your firewall isn't blocking Orb's communications
    • Add exceptions if necessary

Inconsistent or Missing Data

Symptoms:

  • Gaps in monitoring data
  • Inconsistent test results
  • Some metrics missing while others appear normal

Solutions:

  1. Check Sensor Mode

    • Verify the sensor isn't in power saving mode
    • Consider switching to Performance mode for more frequent data

  2. Verify Network Stability

    • Unstable networks can cause inconsistent reporting
    • Try moving the sensor closer to your router if using WiFi

  3. Check for Interference

    • Other applications or services might interfere with monitoring
    • Temporarily disable other network-intensive applications

  4. Ensure Sufficient Resources

    • Make sure the sensor device has adequate resources (CPU, RAM)
    • Close unnecessary applications on the device

Connectivity Issues

Can't Discover Sensors on Network

Symptoms:

  • New sensors aren't automatically discovered
  • Can't find sensors with the manual search function
  • "No sensors found" message

Solutions:

  1. Network Configuration

    • Ensure both devices are on the same local network
    • Some corporate or guest networks block device discovery

  2. Check Network Permissions

    • Verify the app has necessary network permissions
    • On iOS, ensure Local Network access is permitted

  3. Try Manual Linking

    • Use the code-based manual linking method instead
    • Sign in directly on the sensor device

  4. Disable VPN or Proxy

    • VPNs and proxies can interfere with local device discovery
    • Temporarily disable them during sensor setup

Speed Tests Not Working

Symptoms:

  • Speed tests fail to start or complete
  • Results show 0 Mbps
  • Errors during speed test

Solutions:

  1. Check Internet Connection

    • Verify you have a working internet connection
    • Try accessing websites to confirm connectivity

  2. Server Selection

    • Try changing the speed test server in settings
    • Some servers may be temporarily unavailable

  3. Firewall or Security Software

    • Temporarily disable firewall or security software
    • Configure exceptions for Orb

  4. Network Congestion

    • Try running tests at different times
    • Peak hours can affect test reliability

Account Issues

Email Verification Problems

Symptoms:

  • Verification email never arrives
  • Verification link doesn't work
  • "Email not verified" errors

Solutions:

  1. Check Spam Folder

  2. Request New Verification Email

    • Use the "Resend verification" option in the app
    • Double-check your email address is correct

  3. Try a Different Email

    • Some email providers may block verification emails
    • Consider using a different email address

Subscription or Billing Issues

Symptoms:

  • Features showing as locked despite subscription
  • Billing errors
  • Subscription not recognized

Solutions:

  1. Restore Purchases

    • Use the "Restore Purchases" option in the app
    • Sign in with the account used for purchasing

  2. Check Payment Method

    • Verify your payment information is current
    • Check for declined charges

  3. Contact Support

    • For persistent billing issues, contact Orb support
    • Provide transaction receipts if available

Application-Specific Issues

Desktop App Issues

Symptoms:

  • Desktop app runs slowly
  • High CPU or memory usage
  • System tray icon missing

Solutions:

  1. Update to Latest Version

    • Check for app updates
    • Download the latest version from the official website

  2. Adjust Resource Usage

    • Go to Settings > Performance
    • Reduce monitoring frequency if needed

  3. Run as Administrator (Windows)

    • Right-click the app and select "Run as administrator"
    • Consider setting this permanently in compatibility settings

Mobile App Battery Drain

Symptoms:

  • Excessive battery usage
  • Phone getting warm
  • Battery warnings mentioning Orb

Solutions:

  1. Adjust Sensor Mode

    • Switch to Power Saver mode
    • Reduce test frequency

  2. Background Restrictions

    • Allow necessary background processes only
    • Disable continuous monitoring when on battery

  3. Update the App

    • Newer versions often have battery optimizations

Still Having Issues?

If you're still experiencing problems after trying these solutions:

  1. Check the Status Page

  2. Community Forums

  3. Contact Support

    • Email [email protected] with details of your issue
    • Include your device information and app version

  4. Submit Logs

    • Go to Settings > Help > Submit Diagnostic Logs
    • This sends technical information to help troubleshoot your specific issue