FAQ & Troubleshooting

1. Access and Publication Issues

Troubleshoot permissions and public visibility:

1. 01
   Public links can be opened without login: if external viewers or sponsors are asked to log in, the event is set to "Private". Open the event workspace and switch Visibility to "Public".
2. 02
   Publication entitlement: if publication fails, verify that your club subscription quota has not expired and that competitor count is within your plan limit.

2. Missing Boat or Telemetry Interrupted (4-Step Diagnostic)

When a boat does not appear on the live chart or stops broadcasting, follow this four-step diagnostic procedure:

1. 01
   Step 1: Check fleet filters. Ensure the viewer search box is clear and the division/class filter has not excluded the boat.
2. 02
   Step 2: Check boat entry binding on /check. Input the boat's 6-digit Entry Code or hardware label to verify it is bound to the current session.
3. 03
   Step 3: Check crew SurgeTrac app. Confirm the phone is powered on, SurgeTrac displays "Broadcasting Live (Green)", and Low Power Mode is OFF.
4. 04
   Step 4: Check offline buffer & recover on replay. If the boat is in a cellular dead zone, points are buffered locally. When the boat docks, verify upload drain before sealing replay.

3. Why Results and Analysis Rankings Differ

Results and Analysis serve distinct purposes and can intentionally differ for valid reasons:

1. 01
   Results reflect jury scoring decisions: Results include official penalty codes (e.g. OCS, DSQ, RET), scoring room protests, and IRC handicap time corrections.
2. 02
   Analysis reflects raw track physics: Analysis ranks boats by pure GPS physical crossing times and distances to help sailors understand boat speed and tactical sailing.

4. Why Maneuver Loss Shows a Dash ("-")

When a maneuver Loss shows a dash ("-"), it means the metric is safely unavailable, NOT a zero score. Common causes: 1. Incomplete window (<60s) due to rapid adjacent tacks (<40s apart); 2. Maneuver occurred inside a mark rounding zone; 3. Wind reference was unavailable. Hover over the table row to see the exact clipping reason.

5. Escalation & Technical Support

For pairing codes or official race decisions, contact your event race office. For platform anomalies, email [email protected] with the event link, session name, boat sail number, device label, approximate time, and screenshot. Never send passwords or security tokens.