Troubleshooting

Start with what went wrong.

Short answers live in the app and work offline. These guides cover device settings, tested hardware and recovery steps in more detail.

Tested hardware

Known equipment, not required equipment.

These are the devices used during development and hands-on testing. Listing them records what we actually verified; it is not a sponsorship, certification, or claim that other compatible hardware will not work.

Android tablet

Samsung Galaxy Tab A11+ and Galaxy Tab S11 Ultra

Used to test the layout across different tablet sizes, camera scanning, hardware-keyboard behavior, backups, and routine inventory workflows.

Windows desktop build

Windows x64 release runner

Verified at 960×600, 1280×800, 1920×1080, and 2× display scale, including keyboard focus, scrolling, HID scanner input, file dialogs, backups, and routine inventory workflows.

Bluetooth scanner

NETUM RD1200

Works as a HID keyboard scanner after its output and GS1 settings are configured. The support library records the settings used in testing.

Barcode scanner

The scanner adds characters to the barcode Tested NETUM RD1200 settings Which scanner should we buy?Scanning does nothing at all

Keyboard

The on-screen keyboard does not appear Typing a barcode while the scanner is connected

Camera scanning

The camera scanner will not open The camera cannot read a vial label

Backup and replacement devices

Where should backups be saved?Restoring an automatic copy after a mistake Moving to a new device or platform A backup file was refused

Cell lineage

Why does it insist on asking where a vial came from?Every vial says its origin was never recorded The vial it came from is not in the list Something is contaminated — what else is affected?

Spreadsheet import

An .xlsx file was refused The app did not recognize our column names Some rows were skipped

Alerts and outstanding items

“Removals not confirmed by a scan”“Vials unaccounted for”A fill is dated in the future

Storage layout

Telling the app how our dewar is arranged The app refused to make our storage smaller Rearranging boxes on a cane

App version and updates

Which CryoIndex version is this device running?Updating a device that is kept offline

Still stuck?

Send the exact message, not the lab’s inventory.

Quote the complete version line shown under Settings → About & support, including the app version, build number and database version. Also include the Android version and tablet model or the Windows version and PC model, plus the scanner model if applicable, the exact steps that reproduce the problem, what you expected, what happened, and any wording shown on screen. Please do not attach a backup or spreadsheet containing lab data unless specifically requested.

Email: support@cryoindex.app

Email support