Prime Core/Ultra Troubleshooting

• Remove and replace the battery, then reboot the device. If the device lands on the Prime login screen, the issue is resolved.
• If that doesn't work, swipe up on the screen > press the back arrow twice > enter password: pax9876@@

Most common error messages you will see when attempting to log into Prime: "Offline Login Failed. Invalid Username or Password" and "Attendant must be assigned to at least one lot with one active event."

First, confirm:

1. There is an active event today and we are within the parking window.
2. The attendant is assigned in Portal to a Lot toggled ON for today's event.
3. Verify credentials (username/passwords are case sensitive). If logging in with the same credentials works on a different device, it's a cell service issue.

Then, check your device's Settings:

• From the Prime App, hit back (triangular) button at the bottom left of the screen > Exit. From the home page, navigate to Settings > Network & Internet > Mobile Network > then, depending on your device type:
  Prime Core: tap the active SIM on this list > 
  Prime Ultra: tap 1nce.net (Active/SIM) >
  Then, confirm Mobile Data is toggled ON, Confirm Roaming is toggled ON.
• If the status bar still does not look correct, navigate to Settings > Network & Internet > Mobile Network > then, depending on your device type:
  Prime Core: tap Advanced > Toggle OFF "Automatically Select Network" > Network > AT&T > OK
  Prime Ultra: tap 1nce.net (Active/SIM) > APN > Select "Airlink"

Lastly:

1. If status bar does not show 4G or signal bars, navigate to Settings > Network & Internet > ESIM Network Settings > Toggle eSIM card ON. If eSIM is already ON, toggle OFF for 15 seconds, and then back ON.
2. Power off (do NOT restart) the device, then power it back on. Check if you can now see 4G or signal bars.

On Android phones, battery protection can set a maximum charging level (for example, 80% or 85%). To turn this off, navigate to your device's Settings > Battery > then, depending on your device type:
Prime Core: tap More Settings > Battery Supply Work Mode > Mobile Mode.
Prime Ultra: tap Battery Manager > Select Charge Mode > toggle on Mobile Mode.

• Exit Prime by tapping the triangle at the bottom right side of the screen, then navigate to the phone's Settings > Scanner Settings > make sure Left Button is toggled off/disabled.

If your device is reading "No SIM" in the status bar:

1. Remove the battery cover from the back of the device and unseat the battery.
2. Remove and reseat the SIM card.
3. Reseat battery.
4. Power the device back on.

If the screen freezes on a Prime Core device, hold down the power button and tap Power Off, wait about 30 seconds, then hold the power button to turn the device back on.

If the screen freezes on a Prime Ultra device, remove and reseat the battery from the back of the handheld. Restart the device.