Observations may take up to a minute to appear in the app. If more than a minute has passed between making an observation and it not coming up in the app, there's a few things you can do.
Please get in touch with us through the in app support livechat or email us at [email protected] and we'll get back to you ASAP to help determine what happened and fix it. Below are common causes and things you can check to fix observations not appearing though:
Check you were speaking in to the correct part of the microphone:
You should only ever speak in to the top part of the microphone. This is because that is where the microphone actually listens to sound from. If you speak in to the side or the bottom your voice may not be picked up.
Ensure you're holding down the push to talk button for the whole duration of the recording.
If you don't the microphone will mute up and the observation will be cut off halways through and the AI determine it was a mistaken observation and not show it.
Is the iPad connected to the internet?
Consider whether your iPad was connected to the internet when you made the observation, and check if it's currently connected to the internet. Whilst you can make observations when the iPad isn't connected to the internet, to process them it does require an internet connection. If an observation is made whilst the iPad doesn't have an internet connection, it will upload in the background at some point after the internet connection to the iPad is restored (usually within 5 minutes). Similarly, if the iPad currently doesn't have an internet connection, no new observations can be displayed as it doesn't have the ability to fetch them.
Did you make the observation in a noisy environment?
Whilst the noise cancellation on the microphones shouldn't cause the observation to fail, it could be a factor to consider. If you think this might be the case please get in touch through the in app support livechat and we can review what occured.
Check that your microphone and receiver is working:
Make sure the receiver is plugged in to your iPad, that you're holding down the push to talk button on the microphone when you're making an observation, and that when you do hold down the push to talk button, the microphone is recording your voice properly. You can check that the microphone is recording your voice correctly by going in to the "Voice Notes" app on your iPhone and speaking in to it and checking that your voice is indeed recorded.
Check that the place you're recording observations from is in range:
Similar to the last step, open up the "Voice Memos" app on your iPad and start a recording, then go to the spot where you recorded the observation that didn't appear from. Speak in to the microphone for a few seconds and then start walking back towards the iPad while continuing to speak. Stop the recording and listen to it back, was your voice cutting out at the place where you recorded the observation, or was it clear what you were saying all throughout. If your voice was uninteligible at the spot you recorded the observation and was getting clearer as you walked towards the iPad, then it's likely that the observations weren't appearing as you were out of range. For more information on the range of the microphones and how to work out where you can make observations from in your setting check out this article here.
You can also check if the observation is showing in the "Needs Review" list (shown below). If the observation is in the needs review list, you will need to click on it to review it to resolve the issue which is presenting. More information on reviewing observations can be found here.
If you're still not sure why the observations didn't appear please get in touch with us through the in app support livechat or email us at [email protected] and we'll get back to you ASAP to help determine what happened and fix it.