Frequently Asked Questions

Looking for guidance using ascent? Take a look at our frequently asked questions. If you have more questions contact us!

How can I get the ascent app?

The ascent app is available for free from both the App Store and Google Play Store. You can download them here or search for ‘ascent learn’ in store.

I can’t get the app to work. What do I do?

The ascent app only works using your ascent login credentials. If you are having trouble logging in, make sure you are using the correct username and password. If you are unsure of your username or password use the reset password link and enter the email you used to sign up. An email with a link to reset your password will be emailed to you shortly. Follow the instructions in the email to reset your password. Once you have completed resetting your password, use your newly created password to log in. If you are still having trouble getting the app to work contact support!

What permissions does the app require?

The app requires the following permissions:

Record audio – for uploading to TETRA site
Read and modify the contents of your SD card – for content to be downloaded to your SD Card for offline access.
Network access – to be able to connect with TETRA site and check if you are connected, and if not to switch to offline mode.
Run at startup – to receive local notifications even when the app is running in the background.
Prevent phone from sleeping – to receive push notifications anytime.

I can’t see my course on the app. What do I do?

Make sure you are logged in. Once you are logged in, open the dashboard page. The courses you are enrolled in should appear under “Course overview”. If your course not showing up here contact us.

Why can’t I upload my assignment on the app?

Why can’t I sometimes access the app or submit anything to it?

This could be because of interruptions in your internet connection. Wait a while and try again. If you continue to have problems, contact us. If you know you are going to be trying to access your course from somewhere with spotty internet access, try downloading the course before you go so you can still access it off line.

Is there are size limit on my files?

Assignments will have a size limit which you can see. For other space limit questions, check with your Ascent practitioner.

Who should I contact for help with the App?

Contact support. We can assist you in getting the app to work correctly.

When are activities completed offline synchronized?

Synchronization works differently depending on the device:

Android: The app must be opened but it can be in the background (you can be using a different app).
iOS (iPhone, iPad): The app must be opened and in the foreground (it has to be the device active app).
Desktop: The app must be opened but it can be in the background (minimized).

There are two ways of synchronizing data: automatic and manual.
Automatic synchronizationWhen an activity that can generate offline data is opened in the app, that activity will always be synchronized if the device is connected. For example, when opening a wiki while online, any offline data will be synchronized.
Furthermore, each activity type has an automatic synchronization process that runs regularly, usually every 10 minutes. Let’s use wiki as an example. When the wiki synchronization process runs, it synchronizes all wikis that have offline data and haven’t been synchronized in the last 5 minutes. This is to decrease the data usage of the app since the server might be down. This means that an activity could take up to 15 minutes to be synchronized in the worst case scenario. An example of the worst case scenario:

Time = 0. The wiki automatic sync process runs. Nothing to sync.
Time = 5 minutes and 1 second. The user opens a wiki with no offline data, so the synchronization is successful.
Time = 5 minutes and a few seconds. The user generates some offline data for that wiki.
Time = 10 minutes. The wiki automatic sync process runs again. The wiki has offline data, but it has been synchronized in less than 5 minutes (step 2), so it isn’t synchronized again.
Time = 20 minutes. The wiki automatic sync process runs again. Now the wiki is synchronized.

If an automatic synchronization runs when the device is offline, it will stop running until the device is online again. When the device is next online, all the automatic sync processes that were stopped will be run immediately, synchronizing the activities with offline data that weren’t synchronized in the last 5 minutes. For example:

Forum sync process runs. Device is online, so it is executed.
Device goes offline.
Wiki sync process runs. Device is offline, so it stops being executed.
Device goes online.
Wiki sync process is executed since it was stopped. Forum isn’t executed yet because it wasn’t stopped, it will be executed after 10 minutes from step 1.

Finally, in App Settings > Synchronization there is a setting “Allow sync only when on Wi-Fi“. If this is enabled and the device is using a 3G/4G connection, the automatic sync processes won’t be run; their execution will be delayed for 10 minutes until the device uses a Wi-Fi connection.
Note that the automatic sync processes will only run if the app is alive; if the app is closed, the data won’t be synchronized until it is started again. Also, in iOS the app needs to be in the foreground (active) in order to execute the sync processes; if it is put in background (minimized) the processes won’t be executed until the app is in the foreground again.
Manual synchronizationWhen a user generates data offline, the app will display a message inside the activity informing the user that there is data to be synchronized. Performing a Pull To Refresh in that view will synchronize the data for that activity only (not for other activities). The activity can also be synchronized by opening the context menu in the top right and clicking “Synchronize“. So if a user performs a Pull To Refresh in a certain wiki, only that wiki will be synchronized. Performing a Pull To Refresh outside of the activity (e.g. in the section) will do nothing.
In App Settings > Synchronization the app will display a list of the sites stored in the app. Clicking the refresh button next to a site results in all automatic sync processes being executed immediately, so all activities with offline data that haven’t been synchronized in the last 5 minutes will be synchronized.

Why is the site asking for my username and password wen activity is opened in the browser?

Auto-login from the app is supported, but for security reasons, between auto-logins you must wait 6 minutes (this should not be a problem because most of the browsers will keep your TETRA session open).

I use LineageOS and I’m having problems using the app.

LineageOS uses a different WebView implementation not compatible vith the app. You need to install “Android System WebView” from Google Play (or via a trusted apk) and enabling it via Settings > Developer options > WebView implementation.