FAQ/Troubleshooting Guide - Solo Platform

A: Solo Platform features a live view of Worker location and status with a refresh rate of 20 seconds.

Note: Once a Session/Alert counter has started it will display that Session/Alert time in real time.

A: Yes, this is a solution that has been implemented and requires some specific set up steps that are scenario dependent. Please contact your account manager for help with this.

A: This can be achieved using Beacons, a low-cost hardware solution which can accurately detect the location of Solo users within buildings and can indicate their proximity to levels or rooms. Please contact your Account Manager for help with getting started with Beacons.

A: When a User enters the Alert state, as long as Solo Platform is open in at least one tab of your browser, a notification will be sent to your desktop via the browser. You will need to make sure you allow these notifications, help with which can be found in this article.

Additionally, profiles can be configured to automatically SMS and/or email designated recipient(s) when a User using that profile enters the alert state. Help with this can be found in this article.

A: 

• The users session will show a connection lost icon  but will continue to "tick" over both within the Solo Platform and the users device.
• It will also trigger a "missed check-in" alert in the Platform if the device does not re-enter a network coverage area before the next scheduled check-in.
• Once the device is back in network coverage, all GPS and Check-in data stored on the users device will sync to Solo Platform.
• If a User tries to raise an alert while there is no connectivity to Solo, the Mobile App will continue to retry to raise the alert at the following intervals:

  • try 3 times in the first instance

  • wait 1 minute, then try 3 times

  • wait 10 minutes, then try 3 times

  • wait 30 minutes, then try 3 times

  • try once every 15 minutes until it it goes through (or the User cancels)

     

A: Several things should be considered prior to building any new profiles within Solo Platform.

• Ideally - Based on the Outcomes of the Role Risk Assessment:
  • What is the role of the worker using this new profile?
    • This may impact on the "Naming" of the profile which in turn helps the intended user to identify it.
  • What, if any, information should be given to and asked of the user of this new profile when starting a new Session ? - Examples below:
    • Job#.
    • Vehicle rego#.
    • Client Name.
    • User Name in the case of a shared device being used.
  • Is it necessary / appropriate to be able to see live positional data for Users selecting this profile? What will the timings for this new profile look like?
    • GPS tracking function on/off.
    • GPS Collection/Transmission rates.
  • Should Users selecting this profile need to check-in as "safe" on a regular basis?
    • Check-in function on/off
    • How often do they need to check-in?
    • How soon should an alert be raised if a User fails to check-in?
  • Should access to this profile be restricted to particular people or teams?
  • Do Users selecting this profile drive and should driving behaviours (including collision detection) be enable?
    • SoloDrive feature on/off (if subscribed).
  • Dependant on the activities being undertaken.
    • What is a notifiable activity whilst using this profile? e.g. Alerts, Entering/Exiting a Zone.
    • Who should be notified in the event of the notifiable activities identified above?
    • How will they be notified? e.g. SMS, Email or Both
    • Are there monitoring hours that need to be considered for any of these?

A: This function allows you to define a specific geographical boundary or area anywhere you require (e.g. a Work Site or a known hazardous area) that can then be monitored for many reasons e.g. Site inductions, Time sheeting or for Audit Purposes. Automatic notifications can be setup and sent to Users entering or exiting these zones, and the details of Users who enter / exit can be escalated to any party via SMS or email.

A: If you have visited the Zones tab in the 'Live' section of Platform to view specific Zones and then proceeded to navigate into other parts of the system without unselecting them, Platform will remember them and redisplay them to you when you return.

Note: They will NOT be remembered if you log out and then back in.

A: Yes, If a check-in is not required this can be stipulated in the 'Settings' section of any profile either when it is setup or by editing an existing profile.

A: No, the GPS tracking is an option that can be disabled. To disable GPS tracking go to the "Timings" section of a new or existing profile and ensure the Track GPS check-box is NOT ticked. Note that even where GPS tracking is disabled for a profile, GPS tracking will be enabled when a User goes into any kind of Alert state.

A: A Team is a grouping function within Solo Platform that can be used in the setup of specific group based functions within the system - for example setting up a new profile that can only be selected if the user is a member of a particular team or team specific messaging.

A: Solo is a subscription based service hosted with our highly reputable service providers on certified platforms. Solo systems are hosted in the following MS Azure regions:

• Australia East platform in Sydney, Australia
• South East Asia platform in Singapore

Note: Hosting Solo on your own servers is not an option.

A: This is an optional feature that allows video and audio to be recorded via a Solo User’s device in the event of a manually raised alert or detected vehicle collision. This can provide crucial situational awareness to the first responders attending to an alert incident.

A: When this feature is correctly enabled for your Organisation, and the Solo Mobile User has opted-in to using it, video and audio will be automatically recorded using the device’s camera/microphone and begin streaming available audio/video to the secure Solo cloud infrastructure whenever an alert is manually raised, or a vehicle collision is detected.

A: A link to the recording is sent to the Alert notification recipients for the profile being used via SMS/Email. The recipients may click the link to launch a web-based video player where they can view the footage. Note that the link will expire after 24 hours. Also note that the video is only viewable via this link and cannot be played via Solo Platform. Solo Platform users will (instead) see an indication that a recording is/was available.

A: The video footage may be streamed in near real-time if accessed while the recording is still taking place. If accessed after the footage has finished recording, a copy of the recording will be available for on-demand playback. The video will be available for 24 hours before the link will expire.

A: In order for video to be recorded, all of the below conditions must be met:

• The Video Recording During Alerts feature must be enabled for your Organisation 
• The Solo Mobile App User must opt-in to using the feature and allow the App to access the User’s camera and microphone
• The App must be open and in the foreground of the User’s device
• No other App can be using the camera and/or microphone (e.g. Zoom, FaceTime, Microsoft Teams)
• A mobile data or WiFi internet connection is in place (satellite connection is not supported for this feature)
• The device battery is not critically low (by default “critically low” as defined as 5%, however this level is configurable for each company)

A: Once the link expires, no one can access the recording, including the person who recorded the alert. After an expiry, if a retrieval is required, please contact our support team with the alert details so that this can be looked into.

A: Yes, a user can attempt to login a maximum of 10 times before being 'Locked out' of the system for 1 hour, following which they can try again.