How to Troubleshoot Scanning App

ATTENTION:  

  • Never delete your Marathon Kids Connect scanning app if you have scans waiting to be synced.
  • The best practice is to keep your scanning app updated to the latest version.

Error: The message you see on the app contains a number in the 400s

These scans can be resubmitted from your log history. *Do not delete the app.

1. Be sure your device has wifi or cellular data. 

2. Log out and/or close the app first. 

3. To resubmit the failed sync from your log history did you:

  • Start a live scanning session, then it’s located on the Tracks/Activity page of the app
  • Join a Live Session, then it’s located on the login screen of the app
  • Join an Ongoing Session, then it’s located on the Run Club page of the app

Error: "Failed Sync", "No Internet Connection", or "Make Sure Wi-fi or Mobile Data is Turned On" 

If you attempt to “Finish and Sync” without wifi or cell service, you will receive one of these error messages. 

The best practice is to always finish and sync, even if your device does not have wifi or cellular data. These scans are saved in your Log History. 

To resubmit the failed sync from your log history did you:

  • Start a live scanning session, then it’s located on the Tracks/Activity page of the app
  • Join a Live Session, then it’s located on the login screen of the app
  • Join an Ongoing Session, then it’s located on the Run Club page of the app

Error: Bad Request Parameters

Solution: Update your Marathon Kids Connect app in the App store on your device.

  • Do NOT delete the app. Do NOT uninstall the app.

After updating the Scanner app resubmit the scans:

  • Be sure your device is connected to wifi or cellular data before you click resubmit.
  • To resubmit the failed sync from your log history did you:
    • Start a live scanning session, then it’s located on the Tracks/Activity page of the app
    • Join a Live Session, then it’s located on the login screen of the app
    • Join an Ongoing Session, then it’s located on the Run Club page of the app

Error: Pending Upload (or the running man icon keeps running)

Solution: Update your Marathon Kids Connect app in the App store on your device. 

  • Do not delete the app. Do not uninstall the app. 

Then check your Log History on the app to resubmit these scans. 

To resubmit the failed sync from your log history did you:

  • Start a live scanning session, then it’s located on the Tracks/Activity page of the app
  • Join a Live Session, then it’s located on the login screen of the app
  • Join an Ongoing Session, then it’s located on the Run Club page of the app

*Note you may get a weird “no internet connection” message, the scans are actually going through!

Error Message: “Runner already scanned”

Why this happens: If someone tries to scan the same participant ID card two or more times in “activity mode”. 

If you are scanning for an activity, like 20 minutes of heart-pumping movement, you just need to scan each participant's ID card one time to give them credit.

Need help? Email support@marathonkids.org