HelioFleetDocs

Device issues

This page covers problems with a specific device - it's not in your list, it shows Offline, or an app action fails. For issues inside an active session, see Session issues.

Leased devices are ours to run, so most of what follows ends in "contact support" rather than a fix you apply yourself. That's deliberate - there's no hardware on your side to poke at.

A device I'm paying for isn't in my list#

The Leased devices: X / Y counter on Admin → Devices shows fewer devices than your subscription quantity.

  • You've just subscribed or upgraded. We prepare and assign devices from our pool, typically within several hours. The counter card tells you how many are still being prepared.
  • A device was pulled for maintenance. When we take a device out of your fleet, your tenant admins get a notification and a replacement is assigned.
  • It's been more than a business day. Contact support with your tenant name - that gap shouldn't persist.

See How leasing works for the full lifecycle.

A device is in Admin → Devices but my users can't see it#

Almost always workspaces. A newly leased device belongs to no workspace, which makes it visible to tenant admins only.

Assign it to at least one workspace on Admin → Devices and click Apply - see Managing devices. Users see the change on their next refresh of the Devices page.

Device shows Offline#

The chip on the device shows Offline but you expect it to be online.

This means the device is temporarily unreachable in our racks. We monitor leased devices and restore them automatically - most blips clear within a minute or two, so refresh and check again.

If a device stays offline for more than a few minutes, contact support with the UDID. We'll repair it or swap in a replacement.

Device stuck in Provisioning#

The device shows Provisioning and hasn't gone to Available.

Provisioning normally clears within seconds. A device that sits there is a device we need to look at - you can't reprovision it from the console. Contact support with the UDID.

An app action fails during a session#

Launch, Stop, or Uninstall on the Apps rail returns an error.

  • Uninstall is missing on a row. System apps and apps the device won't let us remove don't show the button.
  • The app was removed out from under the rail. Hit refresh on the Apps rail to re-read what's actually on the device.
  • Anything else - contact support with the UDID and the app's bundle ID.

Getting your own build onto a leased device isn't self-serve today; that's a support request.

Taps land in the wrong place#

You click on the video frame and the tap lands somewhere different on the actual device.

This is a screen-resolution mismatch between what the device reports and what it's rendering. You can't re-read the dimensions from the console - contact support with the UDID and we'll reprovision the device.

Still stuck?#

Contact support with:

  • The device UDID.
  • A timestamp for when the issue happened.
  • What you were doing, and the exact error text if there was one.

We hold the device-side logs, so that's enough for us to reproduce most cases.