Issue with My Bag and disappearing clubs

[Duxbury2002]

Hi all

I have an issue with Skytrak that the technical support team, via remote can't seem to fix. (By the way, i found their support really poor. Like they are Googling for answers) I had all my clubs listed in the bag and all the stats were recorded. I brought a new set of clubs and added then to the bottom part so I could change the clubs in the bag and test the new v the old etc. But all my set disappeared from the bag and I have a load of clubs that say NULL against them. I can add a club again, put it in the bag, switch to "Bag Stats" and back to "Manage Bag" and the clubs are gone, nothing at the bottom and nothing in the bag. The odd thing is that if I add a club that I have had in the bag that is not showing, it then shows in the stats with the club data.

Anyone else have this issue, if so, how did you fix it?

Thanks
Phil

[SkyTrak_Seth]

Hi Phil,

This is certainly a unique issue. They looped me in on it and am looking at it with the team now. Because we are trying to get v4.0 out asap, I don't think I can get a fix slotted in there, but definitely in a follow-up maintenance release. In the meantime, I'll see if there's something we can do with your local DB to correct the issue until a proper fix can be deployed.

[Duxbury2002]

I was connected to the remote assistance and the fix was to change my account name, basically setting up a new one. So I don't see my previous data and have to start again. But the bag is working as it should now. But i have another issue, because the account name was changed, I now can't get in to TGC2019. I tried to sign in just now and it says contact SkyTrak to provision the unit. I'm sorry to day, but the service from support if really frustrating. This issue can't be fixed by the technician i was connected to so they have to send an email to get someone to deal with it. That will apparently take 1-2 business days. How is that possible? My irritation about this isn't just that I think it should be something that should be fixed immediately, but i highly doubt anyone will come back to me (again) and i will have to chase it (again).

[SkyTrak_Seth]

Sorry, I know things like that can be really frustrating. I'll try to take care of you here as quickly as possible. So they had you create a new account? I guess that would remedy the broken bag issue by starting fresh, but doesn't seem like an ideal solution. Let's see what we can come up with debugging this (I have your logs and DB), as I assume you'd like to still have access to and build onto your old shot history. I hope we can get some resolution on this by the end of this week, though this is definitely a one-off situation that we've never encountered.

As far as TGC, all the licensing is stored on the actual SkyTrak unit, so it shouldn't matter who is signed into the app. However, if they created a new account, they should have moved your TGC membership over as well. Let me see if I can get in contact with who was working on it and get that part resolved today.

[Duxbury2002]

Thanks Seth. It was someone called Cley that helped me and create the new account. To be honest, I'm not too worried about the old data. But i would like to be able to get TGC working asap.

[SkyTrak_Seth]

Got it sorted. As suspected, the TGC membership was still on the old account and has now been transferred. As long as you're good with the new account, you are good to go.

[Duxbury2002]

The bag issue seems not quite fixed after all. I have added clubs so that i can use a different set to test out. I am taking out my 7 iron, adding a different one but now i cant take it out. I pull it from the bag, it leaves a space. I fill it with a different club and switch screens, the previous club is there. I tried to swap out a full set and that wont work either. This is really frustrating now. I can't understand why such a simple thing doesn't work. One of the things that attracted me to SkyTrak was to have the facility to do these type of club testing. I saw your message to say v4 was released in Beta, so i installed that and i have the same issue. I uninstalled it and put 3.4.2 back on, still the same issue.

[SkyTrak_Seth]

So strange. I will work with you on this to get it resolved. Can you go to the bag and take out the club, switch screens, and go back...if the club is still there then go to Profile>ABOUT>Send Logs>Send current log.

[Duxbury2002]

its still happening. I went to send current log, it has opened a folder where the file is. How do i send it to you?

[SkyTrak_Seth]

I'll PM you my email address.

[Duxbury2002]

OK, just sent it to you

[Duxbury2002]

Hi Seth, any updates please?

[SkyTrak_Seth]

Been on it all day....still working.

[Duxbury2002]

Hi Seth, did you manage to get anywhere? Heading into the weekend I’d like to be up and running with both the bag and TGC2019.

[SkyTrak_Seth]

Yep, just sent you an email. I'm confident that TGC is working now...it was a conflict between your 2 accounts. But those steps I listed will help us debug the bag issue...really would hope we can get to the bottom of that today.

[Duxbury2002]

I sent you an email Seth, TGC2019 working. Still bag issues, even with 4.0 installed.