Cannot login to Xert EBC on Karoo 1

Support
1

New user to Xert and cannot login to EBC app on my Karoo 1. I have tried deleting the app off of the device and reinstalling multiple times. I have done a factory reset, then reinstalled the app and it still did not work. I have a Xert account and after logging in and linking with the Karoo dashboard the app store showed up on the karoo and let me download and install the Xert app. When I login to the app it hangs on the login screen indefinitely, never getting past it.

Any suggestions on what to try?

2

I don’t have a Karoo but when I search their support site there are conflicting articles.
There is a 3 year old article about Xert on Karoo 1 and another (linked below) that says " Xert EBC App (Only available on Karoo 2)".
If a Karoo 1 user does not chime in here you could try the FB User Group.

3

Thanks for the reply, you found the same conflicting info as well. I had already tried searching the facebook group and did not find anything. I guess I will post a question and see if others have had this issue.

I really did not want to replace a perfectly good piece of equipment because the software is somehow “outdated”

4

Hi, I’ve the same issue with my Karoo 1.

I used the app in the past, but now I can’t log in anymore.

Did Xert EBC stop working on Karoo1 or is there a solution to that?

5

I couldn’t ever get mine to login at all and I eventually stopped trying to XERT on my Karoo.

6

@matteosavelli @SpaceJunk For specific tech support issues like these, it’s best to send a note to our support team so we can track these issues and take a closer look from our end.

Cheers!
-Scott

7

@ManofSteele I did send an email looking for support and never got a response. I posted here after someone said they rarely get responses and to post here and that I may get it answered by someone else that had the same problem.

8

Check your spam box.
When you contact support@xertonline.com Xert’s help desk system automatically issues a confirmation receipt to the sender – within seconds.

9

Sorry to hear Troy. We take a lot of pride in our customer support. If you didn’t get an automated response from our ticket management system, the email likely never made it through to us, which might explain why you didn’t receive any response. You should try again!

I don’t have a K1 on hand to test with, but I do have a K2 that I’m able to test with and sign into the app. I noticed I was somehow signed out of my Hammerhead account on the device, so perhaps that is related?