Sightwell Connectivity

Troubleshooting

Most problems come down to the server address, sign-in, or access your organisation hasn't granted yet. Work through the section that matches what you see.

Can't reach the server

After about 20 seconds the status reads Can't reach sightwell.your-company.com. Retrying… and Sightwell keeps trying until you turn it off.

  1. Check the address. Compare it letter by letter with the one your IT team gave you. It starts with sightwell. in most organisations. To change it: Settings › Change server.
  2. Check your internet connection. Open any website. Hotel and airport Wi-Fi often needs you to accept terms in the browser before anything else works.
  3. Try another network. Some guest and corporate networks block the ports Sightwell uses. Switching from Wi-Fi to mobile data, or back, tells you whether the network is the problem.
  4. Ask your IT team whether the server is up, and tell them what you tried.

Sign-in problems

The sign-in sheet closed

If you close the sign-in sheet, the switch turns off. Turn it on again to restart sign-in.

Sign-in fails or loops

  • Use your work account. A personal Microsoft or Google account won't work.
  • Your organisation may require a managed or compliant device, or multi-factor sign-in. The message on the sign-in page usually says which rule stopped you. Your IT team can tell you what the device needs.
  • Microsoft Authenticator opened and you can't get back? Authenticator has no Cancel. Finish signing in there, or wait about 10 minutes until Sightwell shows Microsoft sign-in failed, then choose Use browser sign-in instead. See Support.

"Sign-in required"

Your organisation signs devices out after a set time. Sightwell then tells you, with a notification if you allowed them. Connect again and sign in.

Connected, but nothing opens

  • Check that the status says Connected, not Connecting.
  • Your organisation decides which systems each person can reach. If a page doesn't load while you're connected, ask your IT team to check your access.
  • The Sightwell tab only shows your organisation's app while you're connected. If the device slept while connected, turn the connection off and on once.

VPN permission

Sightwell needs a VPN configuration on your device. If you tapped Don't Allow, the next Connect asks again. To check it, open Settings › General › VPN & Device Management › VPN in iOS and look for Sightwell.

Only one VPN can be active at a time. Turn off other VPN apps before connecting Sightwell.

The demo

Can't load the demo roles. Check your internet connection. means the app couldn't fetch the list of demo roles. Check that you're online and tap Retry. The demo needs an internet connection before it connects.

Share logs with your IT team

Logs stay on your device until you share them yourself.

iPhone and iPad

  1. Open Settings › Troubleshoot in the Sightwell app.
  2. Share the logs through the share sheet, for example by email to your IT team.

Mac

  1. Open Settings › Troubleshoot from the Sightwell icon in the menu bar and click Create Bundle.
  2. When it reads Bundle saved, click Open Folder, or go to the path shown.
  3. Send the .zip file to your IT team, for example by email.

The bundle is saved on your Mac only. Sightwell never uploads it anywhere.

Still stuck

Contact your organisation's IT team first: they run your server and your account. See Support for what to include and how to reach Sightwell.