Troubleshooting & Technical Reference

🧠 General Information to Collect

When reporting or diagnosing an issue, please include:

• Username(s) involved

• Time of error occurrence

• Event(s) affected

• Is the issue repeatable?

• Mobile app version number

• Any additional context (e.g., duplicated event, first-time setup, etc.)

⚡ Live Updates Not Working

Checks:

1. Does the dashboard live update outside the corporate network?

   • ✅ Works outside → Possible firewall issue.

2. Has the customer whitelisted / allow-listed *.prod.wbim.io?

3. Are some areas updating while others are not?

   • Specify which areas are affected.

4. Has anyone seen an “offline” error message?

📧 Can't Set User Emails on a New Account

• The account must have a master email set before assigning user emails.

📋 Can't Update Tasks (v1)

• Tasks in v1 cannot be updated.

• To resolve: Delete and re-create the task.

• This will be flexible in v2.

🌐 Network Connectivity & Firewall Requirements

Halo communicates with the following domains:

Primary Domains:

WBIM Domains:

AWS Resources: 

Note:
If using software that inspects or re-encrypts HTTPS traffic (e.g., SSL inspection) or modifies the HOST header, these domains may need to be bypassed.

🔁 Realtime Updates

Halo uses persistent WebSocket connections from:

These connections are required for normal operation.

🔮 Future-Proofing Notice

All domains will gradually be consolidated under:

CORS will only allow requests from:

📱 Mobile App login issues

1 - Proxy page “Username not recognised”

Incorrect username or email, normally case sensitivity

2 - Proxy page “Failed to connect”

Firewall issue. Try connecting outside of internal network/VPN to confirm. If confirmed, Contact company IT team with the normal firewall instructions.

3 - No browser popup

MDM or security related. Android’s can have work profiles. Apple devices can have User Enrollment (similar to work profiles). It is worth trying to install Halo outside of any profiles or contacting IT if using an MDM. Instructions for IT can include:

“We believe MDM enabled devices are blocking access to the default browser. Our mobile app requires web browser access for authentication. We use OAuth/SSO login flows that redirect users to an external identity provider through the device's web browser"

4 - In-between problems where the browser pops up but is displaying weird errors on submission like “Invalid transition challenge”

This also suggests some sort of interference when the browser launches.

Check whether the user can log into the web application on their phone through the browser (my.halosystem.cloud/login). If they can successfully login in to the web version or their phone, but not the mobile version investigate the no. 3 No browser popup solutions

📱 Device Compatibility

Minimum Supported Versions:

• iOS: 13.4+

• Android: 11+

Recommended for new hardware purchases:

• iOS: 16+

• Android: 13+