AEGIS™ Support

Fix it on site,
or tell us and we'll fix it.

Most AEGIS™ messages tell you exactly what to do. Start with the fixes below. If you're still stuck, send a ticket and we'll reply within one business day.

Self-service
Common fixes
Find the message you're seeing and follow the steps.
For IT leads
Site administration
Station, tablets, licensing and the dock network.
Ticket
Report an issue
Problems, bugs and feature requests.
Never put classified information or CUI in a ticket or email.

Describe the problem without project names, facility locations, inspection findings or screenshots of inspection content. If we need sensitive detail, we'll arrange an approved method with you.

Common fixes

Search for words from the message on screen. The tag shows who usually fixes it: the inspector (CST), the SSM, or the site IT lead.

Syncing

The tablet can't reach Station"Can't reach Station at … Check the dock cable and that Station is running."CST
  1. Check the dock cable is firmly connected at both ends and the dock has power.
  2. At Station, open Tablets. The top of the screen should say Sync service running.
  3. If it says stopped, close and reopen AEGIS™ on Station, then sync the tablet again.

Still failing? The site IT lead should check the Station computer's network adapter for the dock (see Site administration). Nothing is lost: the tablet keeps its work until a sync succeeds.

The tablet refuses to sync with this Station"This is not the Station this tablet was enrolled with …"IT lead

This is a security stop. The tablet only syncs with the Station it was paired with, and something about the connection didn't match.

  1. Don't keep retrying. Unplug the tablet and tell the SSM.
  2. Confirm the tablet is plugged into its own site's dock, not another site's or a borrowed cable.
  3. If Station was reinstalled or replaced, the tablets must be paired again. Contact us before doing this.

Report it to us as Critical if the right tablet is on the right dock and still shows this message.

Station says the tablet isn't enrolled"This tablet is not enrolled at this Station."SSM

The tablet was retired at Station, or it was paired with a different Station.

  1. At Station, open Tablets and check the tablet's status.
  2. If it was retired by mistake, contact us. A retired tablet is set up again as a new tablet, which needs a reset.
A penetration was renumbered after syncing"PEN-… was already used; renumbered to PEN-…"CST

Two tablets numbered a new penetration the same way between syncs. Station kept both and gave the second one the next free number. No action is needed; update any paper notes or tags to the new number.

Setting up tablets

The enrollment code doesn't work"The enrollment code is wrong or has expired."SSM
  1. Codes work once and only for a short time. At Station, open Tablets and press Show a new code.
  2. Enter the new code on the tablet right away.
Station won't enroll another tablet"This Station already has … tablets enrolled (the licensed number)."SSM
  1. At Station, open Tablets and retire any tablet that's no longer used.
  2. If you need more tablets than your license allows, contact us about adding seats.
A tablet already holds data and can't be enrolled"This tablet already holds inspection data …"IT lead

Only a new or reset tablet can be paired. Don't wipe a tablet that may hold unsynced work; contact us first so nothing is lost.

Licensing and dates

The tablet has become read-only"This tablet's lease has run out. Dock it at Station to renew."CST

Tablets stay licensed by docking regularly. Everything on the tablet is still there and can be viewed.

  1. Dock the tablet and press Sync now. Editing comes back straight away.
  2. Check the lease on Settings → License; it renews at every sync.
Station shows that its date is behind"This computer's date is behind … Set the correct date and time in Windows."IT lead

Tablets keep working while this shows. It usually means the Windows clock was reset, for example by a failed motherboard battery.

  1. Set the correct date, time and time zone in Windows on the Station computer.
  2. The banner clears by itself. Restart AEGIS™ on Station to see it clear at once.
  3. If the clock keeps resetting after a restart, replace the motherboard battery.

Date was set far into the future by mistake? Contact us. We'll send a signed correction file you install from Settings → License.

Renewal notice or license expiredLicense banner on Home or Settings → LicenseSSM

Notices start 90 days before the end of the term. After the term and its grace period, AEGIS™ becomes read-only; every record can still be viewed and exported.

  1. Contact us to renew. We'll send a new license file.
  2. At Station, open Settings → License → Install license file. Tablets pick it up at their next sync.

Inspections and storage

An inspection won't finish"… requirement(s) still need a result, justification, acknowledgment, or photo."CST

The bar at the bottom of the inspection says what's missing. Usually it's one of these:

  1. A Fail or N/A without a justification.
  2. A Fail whose "Notify the SSM." notice hasn't been acknowledged.
  3. A Fail without a photo of the finding, or a penetration without a photo.
Low storage warning on a tablet"… storage is low. Sync so settled photos can be freed …"CST
  1. Dock and sync. Once Station has the work, the tablet frees space by itself over time.
  2. Ask the SSM to close deficiencies that have been corrected; open items are always kept in full.
  3. If storage stays low after syncing, report it so we can check the tablet.

Site administration

For the person who looks after Station and the tablets on site. These need the SSM or an administrator sign-in in AEGIS™.

Station computer

Station holds the project, the license and every original photo. Keep it running and backed up.

  • Back up the AEGIS™ data folder on your normal schedule, to approved media
  • Keep the Windows date and time correct
  • Leave the dock network adapter dedicated to the tablets

Tablets

Tablets are locked to AEGIS™ and paired with one Station. Manage them from Station's Tablets screen.

  • Pair a new tablet with a one-time code from Tablets
  • Retire a lost or replaced tablet there straight away
  • Contact us before resetting a tablet that may hold unsynced work

Licenses and updates

License files and any clock corrections come from Cerberus and are installed at Station.

  • Settings → License shows the term, tablet count and renewal notices
  • Install a new license or clock correction from the same screen
  • We'll tell you when an AEGIS™ update is available and how to install it

Report an issue

Tell us what happened. A ticket number is created when you submit; keep it for follow-up.

What do you need help with?
Your contact details
Enter your name.
Enter your organization.
Enter a valid email address.
Details
Shown on the tablet's Sync screen.
Shown beside the AEGIS™ name on every screen.
Add a one-line summary.
Copy the wording exactly. Leave out project or facility names.
What happened, and what changed before it started.
Describe the issue.
Confirm before submitting.