Trouble Installing Application to Device--NEED TO INSTALL CLIENT

Support - Classic
1

Hello,

I am having trouble installing an application to one of our tablets. I have installed this same application to 3 other tablets of the same model (Onn 8 inch tablet running Android 11) that have google playstore version 1.0.418. This tablet that I am having difficulty with had playstore version 1.0.420 and now has 1.0.422 none of which seem to work. The error message is telling me that I need to “install cybertracker from play store” and that I “need to Install client”. I see this issue was brought up on another thread but that was an older version of the deskop application. My current desktop application is Build 3.523. I have tried various sequences of installing and reinstalling the application to the device but to no avail. Attached is a screenshot of the error message.
Thanks!
-Ben

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2

Before reinstalling, please try this:
a) Deinstallation of CyberTracker-App
b) delete all folders in tablet with “CyberTracker” content.

This helps me in similar case before.
Good luck
Holger

3

Hi Holger,

Thanks so much for the timely reply, and apologies for my late one!

I have tried to clear all app data and files and have even done a factory reset on the tablet. Now running Playstore version 1.0.427

Still no luck whatsoever and still getting the same error message.

Additionally I have since installed cybertracker and 3 projects on another tablet and everything has gone smoothly, so that is 4 out of 5 tablets working, with this strange error message on the one tablet in which I cannot load a single project

Thanks,
-Ben

4

Hi Ben,

The desktop will present that message when the PC cannot reach the device folder. It is trying to locate:

\Android\data\org.cybertracker.mobile.ct\files

If you connect the device via USB and open up Windows Explorer, can you navigate to that folder on the device?

Cheers,

-Justin

5

Hi Justin,

Yes, I can navigate to \Android\data\org.cybertracker.mobile.ct\files on the device in file explorer. When I navigate there, I see the following folders: Backup, Media, Outgoing, Temp, Update (all of which are empty).

I have a text document with the following information:
Storage=/storage/emulated/0/Android/data/org.cybertracker.mobile.ct/files/cybertracker
OsVersion=0
ResourceVersion=515
Width=601
Height=913
Dpi=72

And I have the World ECW file.

Thanks!
-Ben

6

Okay, that is bizarre. For some strange reason the desktop is not able to find the installation on the device.

I am in the middle of creating a feature to do this all without cables, but it will take a while to get that in place. Are there any other devices you can use in the meantime?

If you can send me the device (I am in the US), then I can take a look.

Cheers,

-Justin

7

Hi Justin,

Thanks so much for the offer to take a look at it. We are all set on tablets for now and I have a very limited time back in the US, so I think it will be easier to just return the tablet and try on a new one. I will keep you updated if the problem persists on a new tablet.

Thanks,
-Ben