Why Aren't IDs showing on the App?

Why Aren't IDs showing on the App?

In some situations you may find that no IDs are showing on the Terra Listens app, or the IDs might not be current.  This can be caused by a couple of things - here are some troubleshooting tips.

First, we want to find out a little more about what's going on.  Is your Terra not identifying at all, or are the IDs just not appearing in the app?  To do that, do the following:

1. Login to your account at www.terralistens.com/login
You should see your device(s), and you can click and play them as in the app.  See if IDs are appearing here.  If so, it's likely you have a login issue in the app.
2. Go to the Terra Live Map at https://map.terralistens.com/
Find your device on the map and click it.  You should see IDs happening in the lower left corner of the screen ("Station Details").  See if the IDs are current (ie in the past few minutes/hours vs in the past few days). If so, then again, it's probably a login issue in the app.  

App Login Issue Solutions
1. First, try quitting and restarting the app.  See if the IDs show.
2. Next, go to the Terra App menu by clicking the four dots in the upper right corner of the Live Listening Screen (the main screen).
 

Next, you'll either see a Logout choice at the bottom of the menu, or a login choice at the top of the menu.  



























If you see the Login item, then click that and login with your Terra account name and password.
If you see the Logout item, then tap that, and then return to the menu and tap the Login item (which should now appear) and login.

See if the IDs are now working in the app.

3. If that doesn't work, it may help to uninstall and reinstall the app.  Be sure to login in the newly installed app as you did in step 2.

If none of these steps restore IDs in the app, please send us an email at support@terra.zohodesk.com

What to Do if IDs Are Old/Missing on the Live Map and Website
If you're not seeing IDs anywhere, then it likely means that the device is either offline, the server is down, or there is some kind of disconnect on the server with your device.  Here are some steps to try:
1. Unplug/replug the device.  Sometimes IDs can freeze, and restarting the device fixes this.
2.  If you're not seeing a play button / the play is grayed out on your device, go to this article:
3. Check the live map www.map.terralistens.com
 - can you see IDs happening normally across the map?  If not, there may be a temporary service outage. 

If none of those help, then again, send us an email at support@terra.zohodesk.com













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