10 / ONECENTRATE USER GUIDE

Troubleshooting

Start with the most likely conditions, without deleting your data.

Switch sessions, notifications, sync, and Apple system surfaces each depend on different conditions. Open the article that matches what you see, check the device and settings one at a time, and contact support with the relevant details if the issue remains.

Check a Switch session issue

The sidebar open on the OneCentrate MAIN screen on Mac, with links to Switch, ki.log, Pulse, and Settings — Identify the feature and device where the issue appears, then open the matching troubleshooting article.

START SAFELY

If something is not
working as expected

01
Identify the feature and device
First note whether the issue appears in Switch, ki.log, Pulse, Analysis, or an Apple system surface.
02
Check basic conditions without deleting data
Check the current device’s permissions, card status, access plan, and sync status first. Do not begin by deleting the app or resetting data.
03
Change one condition and check again
Change one thing at a time, such as turning off music or comparing another device, to make the cause easier to identify.
04
Contact support with the relevant details
If the issue continues, send the device, operating system, app version, steps to reproduce, and a screen with personal information hidden.

TABLE OF CONTENTS

Troubleshooting

If Switch does not run as expected

Check the running session, device, app and URL requirements, automatic start, and music in order.

READ ARTICLE ↗02

If ki.log or Pulse notifications do not arrive

Check system permission, app-wide permission, card times and devices, and Pulse exceptions in order.

READ ARTICLE ↗03

If cards or records do not appear

Check the current screen and period, active and archived states, SAMPLE PREVIEW, and iCloud sync separately.

READ ARTICLE ↗04

If iCloud sync does not match across devices

Check the iCloud account, per-device permission, and current status, then retry without deleting data.

READ ARTICLE ↗05

If your subscription or access does not appear

Check the App Store account and purchase status, and understand the difference between restoring purchases and restoring data.

READ ARTICLE ↗06

Apple Watch, widget, or Live Activity issues

Check the app state and system permissions on the affected device, along with update timing controlled by the operating system. For Apple Watch issues, also check the paired iPhone connection.

READ ARTICLE ↗07