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iPad Remote App Troubleshooting

Alex Kirst
Updated

Table of contents

If you are having trouble understanding the language in this document, please reference the Glossary.

Connection issues

Unable to connect to SOS application

Symptom

  • iPad shows error "Able to connect to Wi-Fi and host, but cannot connect to SOS"

Solutions

  1. Verify SOS software is running on the SOS computer.
  2. Check host computer name is entered correctly in the iPad Settings App, default is "sos1".
    • You can also input the direct IP Address of your SOS computer, if the host name doesn't work.
  3. Ensure iPad is connected to the same Wi-Fi network as your SOS Server.
  4. Try alternating between Wi-Fi and Bluetooth connection methods.
  5. Restart the SOS application on the SOS computer.
  6. Reboot the iPad.
  7. Reboot the SOS Server.

Wi-Fi connection problems

Symptom

  • iPad cannot connect to SOS network or loses connection frequently.

Solutions

  1. Restart your network router.
  2. Verify network settings on the SOS Server are correct.
  3. Try connecting via Bluetooth as an alternative.
  4. Follow the Network Configuration Guide located here.

Bluetooth connection problems

Symptom

  • "Failed to apply network settings" error when trying to connect via Bluetooth

Solutions

  1. Ensure Bluetooth is enabled on both iPad and SOS computer.
  2. Forget and re-pair the Bluetooth connection from the iPad and SOS computer.
  3. Restart both the iPad and SOS computer.
  4. Follow the Bluetooth Connection Guide located here.

UI display issues

Small overlay/volume dropdowns

Symptom

  • Dropdown menus for Overlays and Volume become very small after first use

Solution

  1. Quit and restart the app.
  2. If using iOS 17+, ensure you have the latest app version which includes fixes for this issue.
  3. As a last resort, uninstall and reinstall the app.

Shrinking notes

Symptom

  • Presentation notes shrink to illegible size during playlist playback

Solutions:

  1. Restart the app when this occurs.
  2. Check for available iOS updates.
  3. Update to the latest version of the SOS Remote App.
  4. Report the issue to support if persisting after updates.

Content issues

Missing data information

Symptom 

  • "Missing Data - No data was found" error when accessing Data info button

Solutions

  1. Verify you're running the latest SOS Remote App version.
  2. Check internet connectivity and SOS connection.
  3. Try re-syncing the datasets.
    • Fully close the Remote App.
    • Re-open and navigate to the Settings page on the bottom right.
    • Tap on "Update Now".
  4. Uninstall and reinstall the Remote App from the App Store.

Zoom and annotate tool problems

Symptom

  • Zoom and annotate tools appear but cannot be moved or are stuck in one position

Solutions

  1. Verify correct user position settings in the app.
    • If this is incorrect, the zoom and annotate tools may be appearing on the wrong location of the sphere.
    • You'll want the red dot that appears on the sphere to be centered in front of your location relative to the sphere.
  2. Update to the latest app version.
  3. Uninstall and reinstall the app.

General troubleshooting steps

  1. Version compatibility check
    • Ensure SOS computer is running latest SOS version
    • Update iPad app to latest version from App Store
    • Verify iOS version compatibility by checking our release notes
  2. Basic troubleshooting
    • Restart the SOS application
    • Reboot the SOS computer
    • Restart the iPad
    • Check all network connections
  3. App reset process
    • Close the app completely
    • Uninstall the app
    • Restart iPad
    • Reinstall from App Store
    • Reconfigure settings
  4. Network reset
    • Reset iPad network settings
    • Disconnect and reconnect to the SOS network
    • Verify the SOS computer is connected to the correct network

Contacting support

If issues persist after trying these solutions, contact SOS support at sos.support@noaa.gov with the following information:

  • SOS version number
  • iPad app version number
  • iOS version
  • Detailed description of the issue
  • Screenshots if applicable
  • Steps already attempted to resolve the issue

For urgent hardware issues:

  • Document specific error messages
  • Provide system specifications
  • Include recent system changes
  • Prepare TeamViewer access capability (if available)

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