Troubleshooting

Start with what went wrong.

Short answers live in the app and work offline. These guides cover device settings, tested hardware and recovery steps in more detail.

Tested hardware

Known equipment, not required equipment.

These are the devices used during development and hands-on testing. Listing them records what we actually verified; it is not a sponsorship, certification, or claim that other compatible hardware will not work.

Android tablet

Samsung Galaxy Tab A11+ and Galaxy Tab S11 Ultra

Used to test the layout across different tablet sizes, camera scanning, hardware-keyboard behavior, backups, and routine inventory workflows.

Bluetooth scanner

NETUM RD1200

Works as a HID keyboard scanner after its output and GS1 settings are configured. The support library records the settings used in testing.

Barcode scanner

The scanner adds characters to the barcode Tested NETUM RD1200 settings Which scanner should we buy?Scanning does nothing at all

Keyboard

The on-screen keyboard does not appear Typing a barcode while the scanner is connected

Camera scanning

The camera scanner will not open The camera cannot read a vial label

Backup and replacement tablets

Where should backups be saved?Restoring an automatic copy after a mistake Moving to a new tablet A backup file was refused

Spreadsheet import

An .xlsx file was refused The app did not recognize our column names Some rows were skipped

Alerts and outstanding items

“Removals not confirmed by a scan”“Vials unaccounted for”A fill is dated in the future

Storage layout

Telling the app how our dewar is arranged The app refused to make our storage smaller Rearranging boxes on a cane

App version and updates

Which version is this tablet running?Updating a tablet that is kept offline

Still stuck?

Send the exact message, not the lab’s inventory.

Include the CryoIndex version, Android version, tablet or scanner model, the exact steps that reproduce the problem, what you expected, what happened, and any wording shown on screen, if applicable. Please do not attach a backup or spreadsheet containing lab data unless specifically requested.

Email support