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GALE
Basic Troubleshooting

GALE Main Features Overview

Please refer to our Features Overview Document while we work to build out our features page. The topics below are troubleshooting common GALE issues

Basic Troubleshooting

If you notice strange behaviour on your GALE device (e.g., missing clinics, calls not going through, pages not loading etc.) go through these basic steps to try and resolve the issue. Quite often it's simple and can be easily resolved! 

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Synchronize GALE

  1. Open GALE Settings

  2. Press “Synchronize”

  3. Restart the tablet

  4. Note the toast message at the top

  5. Please note: a successful sync will only occur if the device is connected to a good network. If your device is not syncing, try using another network or hotspot.

 

Restart Device

Hold down the power button and press “restart” or “reboot”

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Check GALE Permissions

  1. Open Android Settings - how to

  2. Go to or Search “Apps”

  3. Open GALE

  4. Open "Permissions" - Ensure all permissions are allowed​​​

  5. Open "Display over other apps" - the toggle should be on

 

Check your network settings

Ensure GALE is connected to a network that follows all Network Requirements​

 

Try on another network (e.g., Guest)

  1. Open GALE Settings

  2. Select “Wifi” from the left menu

  3. Select a different network

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Try on a hot spot

Putting GALE on a hot spot will eliminate any nuances with the local network and help narrow down if the network is an issue.​​​​​

  1. Enable Hotspot on your phone:

    1. On Android: Go to Settings > Connections > Mobile Hotspot and Tethering, then toggle on Mobile Hotspot

    2. On iPhone: Go to Settings > Personal Hotspot and toggle on "Allow Others to Join"

  2. Find the Hotspot on GALE:

    1. On the device you want to connect, go to Wi-Fi settings

    2. Look for the name of the hotspot (which you can find on the device sharing the connection)

  3. Connect to the Hotspot:

    1. Open Android Settings - how to

    2. Go to Wifi

    3. Tap on the hotspot's name

    4. If prompted, enter the password for the hotspot (which you can find on the phone or device sharing the connection)

  4. Test the issue again while connected to the hotspot

    1. If the issue is resolved, let your IT know something from your network may be affecting GALE functionality​

    2. If the issue is not resolved, submit a support ticket or contact 19Labs

Enable hotspot

How to get to Android Settings

​Through GALE Settings

  1. Open GALE Settings from either the bottom bar or the right Menu

  2. Select "Wifi" or "Bluetooth" from the sidebar menu

 

Swipe down from the top right corner of the tablet

  1. Swipe down from the top right corner of the tablet

  2. Select the Settings cog icon

  3. If you don't see the icon, swipe down again to expand the menu

 
Swipe up from the bottom right corner of the tablet

  1. Swipe up from the bottom right corner of the tablet

  2. Select the three lines icon

  3. Look for settings in the open apps

If the GALE tablet is not responding

Press and Hold the Power Button

Press and hold the Power button for about 10–15 seconds (or until the screen goes dark and the device restarts). This method forces the tablet to restart and does not erase any data.

 

Force Restart Using the Power and Volume Buttons

If the above method doesn’t work...

  1. Press and hold the Power button and the Volume Up button simultaneously for about 10–15 seconds.

  2. Release the buttons once the tablet logo or boot screen appears.

Related Resources:

  1. Basic Troubleshooting

  2. The GALE Application is misbehaving

  3. Video - Common Issues

If the GALE application is misbehaving

If you notice strange behaviour on your GALE device (e.g., app won't progress past the black 19Labs launcher, clinics are missing, calls not going through, pages not loading etc.) go through the basic steps to try and resolve the issue. Quite often it's simple and can be easily resolved! 

​

If you have tried those steps, try these more involved troubleshooting steps.

​

Force Stop GALE​

  1. Through Android Settings

    1. Open Android Settings - how to

    2. Go to or Search “Apps”

    3. Open GALE

    4. Press “Force Stop”

    5. Press "Open" to launch it back up

  2. From the app launcher

    1. Swipe up from the bottom right corner of the tablet

    2. Select the three lines icon

    3. Look for GALE in the open apps

    4. Swipe GALE up to close the app

    5. Open GALE again

      1. Press the circle icon from the bottom right Android navbar

      2. Press the GALE app icon from the Android home screen

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Reset the Internal Clock

  1. Open Android Settings - how to

  2. Search and select "Date & Time"

  3. Validate:

    1. Automatic Date and Time toggle is on

    2. Automatic Time Zone toggle is on

    3. The Clock in the top left is the exact time - even 1 minute off can cause issues

  4. If unsure, toggle each Date & Time and Time Zone on and off

  5. Restart the tablet

  6. Video instructions

Reset internal clock
Related Resources:

  1. Basic Troubleshooting

  2. The GALE tablet is not responding

  3. Video - Common Issues

If GALE won't update

GALE-nine-dpc-responding.png
GALE-nine-dpc-responding.png
If GALE won't update because the Nine DPC is not responding

  1. Exit the Nine DPC and go back to GALE​

  2. Open the Menu and then Dashboard

  3. Hold your finger on the word "software" at the bottom of the dashboard

  4. Open the Google Play Store from this debug page

  5. Find and open "19Labs DPC"

  6. Tap "Update"

  7. When the update is finished, restart the tablet

  8. When GALE launches, update again​​

  9. If any issues remain, contact 19Labs or your Administrator

android-keyboard.png
Related Resources:

  1. Video - Update GALE

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