Initial Setup

Note: Initial Setup

Also see the Application User Guide

There are two ways to sign into the goTenna Application for iOS or Android

1. Login with Portal Credentials

• This requires a portal administrator to login to the organization account and create a new user

2. Deploy Offline mode- Deploying offline has three options:

• A User may connect to a goKit and applications and frequency sets can be pulled down to complete the onboarding process

• Connect to goKit Wi-Fi Hotspot
• Scan QR Code

• A user may scan a QR code from a service user
• A user may manually enter frequency information, more information on entering frequencies is available in the portal frequency sets section.

Troubleshooting

Problem 1: I can’t login with my portal credentials

Solution:

     1.   Verify the organization name matches the portal organization name

            a. Example:  Cherokee County Fire may have been setup as Cherokee Co Fire

            b. This is tough to diagnose and may need goTenna involvement to lookup the portal account internally

    2.  Verify user name

            a. Email address is also an acceptable entry for this field at login

    3. Password reset

1. A Portal admin can recreate a user account from the portal.  
2. There is not currently a way for a user to reset their password on their own
3. If the admin creates a new user account, the user will have to also be added to the appropriate user group again

Problem 2: We can’t create QR Codes to share within the team

Solution: Service user permissions must be established in the Pro Portal

• It is a recommended best practice to have 1 service user per group of users or for someone to have a physical copy of the QR code to provision offline

Problem 3: I’m connected to the goKit WiFi but the app is not recognizing it

Solution: When you select the Connect to goKit, you’ll be pushed into settings to choose WiFi

• Ensure that the SSID and password are correct
• If showing connected, hit the back button on the EUD (Android) and you should receive a notice ‘goKit Found’

Problem 4: We are connected to the goKit but can’t see the apps

Solution: See goKit Application Sharing

Problem 5: I’m not receiving the confirmation code when entering my phone number during setup

Solution: Ensure that users are online or within cell signal to receive this verification

• If the user is out of band, a GID may be chosen which does not require this verification code