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 message: Runners don’t belong to this club. 

You are getting this message because:

  • You’ve selected the wrong club and attempted to scan Runner ID cards that do not belong to this club.  
  • Or you’ve selected the correct club but have at least one Runner ID card that is causing this error. 

Solution

To find the Runner ID Card causing the error, you will have to go through a process of elimination. We suggest:

  • Identify the class you were scanning when the error occurred
  • Divide the Runner ID Cards for that Class into small groups.
  • Scan each small group of ID Cards and Sync each group until you get an error message.
  • Once you identify the card causing the error, throw away this card and then print a new Runner ID card for this student.
  • This error should not occur again and you should have successful scans moving forward.

*These scans will not sync and can not be retrieved. If you want to give the runners credit for the lost scans, you can use the Add Miles feature following these steps.

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

You are getting this message because an error occurred in the app and your scans didn’t sync. 

  • Log out of the app and then log back in. 
  • Choose your Run Club, then click "Run". 
  • Click the "See Log History" button to resubmit your scans. 
  • Be sure your device is connected to wifi or cell service when you resubmit the scans. 

Occasionally, you may need to turn your device off, then turn it back on. Then, you can resubmit scans from your log history.  

Error: Failed Sync

If you attempt to “Finish and Sync” without wifi or cell service, then you will receive a Failed Sync error message. 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. 

Once your device has wifi or cellular data, you can resubmit these scans. 

  • Log out of the app and then log back in. 
  • Choose your Run Club, then click "Run". 
  • Click the "See Log History" button to resubmit your scans. 

Occasionally, you may need to turn your device off, then turn it back on. Then, you can resubmit scans from your log history. 

Error: Bad Request Parameters

If you receive this type of error, it usually only happens once. Please update the scanner app by visiting the app store on your device.

After updating the Scanner app:

  • Log out of the app and then log back in.
  • Choose your Run Club, then click "Run".
  • Click the "See Log History" button.
    • These scans can be resubmitted if you see the word Resubmit. Be sure your device is connected to wifi or cellular data before you resubmit.
    • If you do not receive an option to resubmit, then you will need to give the runners credit for the lost scans. You can use the Add Miles feature following these steps.

Error: Alert the Scanned Runner Doesn't Belong to This Track Club

Click 'Ok' and continue scanning.

This is not causing failed syncs and these scans will go through.

Our developers are looking into this error message.

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

Our developers pushed an update to the Scanner app the week of Oct 11, 2021 so that these scans can be resubmitted. 

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 inside the app to resubmit these scans. 

  • Log out of the Scanner app. 
  • Then log back in. 
  • Choose your club, click “Run”
  • Then on the activity page of the app, click “See Log History” 
  • Find the Pending scans and click “Resubmit” 

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

When you log into your Marathon Kids account, go to the Runner tab, then click on Sessions to verify these scans did sync. 

*If you didn’t see an option to resubmit, log out of the app, close the app. Then log back in and recheck.  You may even need to turn the device off then back on. 

Need help? Email support@marathonkids.org