PlayerData Connect: Troubleshooting Common Issues

If any of the below steps do not work, or you are experiencing an issue not covered here, please reach out to PlayerData Support via the 'Support' section of the app.

What to do if:

There is no cellular connection

If there is no cellular connection, firstly leave gateway on for 5 mins to allow the gateway to try and connect to the network.

• Turn gateway off - leave off for 2 mins
• Turn gateway on - allow Gateway to search for network for 5 mins

Data is not appearing for an athlete

If athletes on your session are missing data:

1. Check the EDGE Unit assignment is correct in Session Summary.
2. Confirm that the correct gateway is assigned to the session.
3. Ask the athlete(s) to come closer to the Gateway.
4. Look for the ⚡ Lightning Bolt Icon on the EDGE Unit to confirm it’s connected to the gateway.

Gateway isn't turning off

1. Hold the power switch DOWN for 10 seconds, or until the LED lights flash.
2. Then IMMEDIATELY push the button up towards the OFF position.
3. Leave the Gateway off for a few minutes.
4. You should now be able to turn the Gateway back on to use in your session.
5. Turn on the Gateway and allow it to reconnect to the network.

Session shows 'Sync Latest EDGE DATA' after running a live session

1. Check the 'Athletes' tab - it is possible that some of the data has not finished backfilling.
2. Sync your units for the athletes that have data to upload.

To avoid this in future sessions:

• Before your live session ends, with EDGE Units and Gateway still powered on, bring all units close to the Gateway.
• Watch the data from the 'Athletes' tab upload in the app.