Website Troubleshooting

Tracker Connection Known Issues

Ongoing Investigation - Garmin Web Connection Dropouts

Updated 11/10/2023: As of this week, a fix is in place to resolve this issue. Please let us know if you continue to experience website Garmin syncing issues. 12-24hr delay in syncing on the website is not unusual.

We are aware of an ongoing issue for some members connecting their Garmin accounts to their 10,000 Steps account.

Garmin Connect is supported for Apple Health users, and can be connected via our iOS mobile app. Please remove your web connection from Tracker Connections before trying our Apple Health connection.

Where automated syncing fails, Manual Entry is the next most accurate option. Manual Entry is available via our website or mobile app.

• Logging steps and activity (Website)
• Logging steps and activity (Mobile App)

Website Form Known Issues

Form Submission Errors

We have some reports of Sign Up forms, Organisation Registration forms and Contact Us submissions being blocked by web browsers connected to workplace internet connections or by devices managed by organisational security.

If you are experiencing issues submitting your Signup, Organisation Registration or Contact Us form, please try submitting on an alternative internet connection or device (for example, home wifi or mobile phone data).

You may also have better results on a different web browser (for example, Chrome, Firefox, Safari, Brave).

If these workarounds do not resolve the submission issues, please contact us directly by emailing 10000steps@cqu.edu.au.

Team Tournament Known Issues

Missing Edit Team Pop-Out Feature

We have some reports of pop-up features of Team creation and Team editing being blocked by web browsers connected to workplace internet connections or devices managed by organisational security.

If you are experiencing issues editing your Team, please try editing your Team on an alternative internet connection or device (for example, home wifi or mobile phone data).

You may also have better results on a different web browser (for example, Chrome, Firefox, Safari, Brave).

If these workarounds do not resolve the error, please Contact Us.

Internal Server Error - Create Tournaments

We have some reports Coordinators receive Internal Server Errors when creating or viewing Team Tournaments. For many Coordinators, this issue is due to their account being added to multiple organisation registrations.

Coordinators are welcome to move between Organisations, but can only be active on one organisation at a time. To check if you are attached to multiple organisations, please see Coordinator Hub > Organisation Details.

Please Contact Us if you need to move your account to a new organisation registration. An existing Primary Coordinator can also remove you from an older registration.

Email and Account Verification Known Issues

Verification and Password Reset Email Delays

We have some reports of members using organisational email addresses (e.g. yourname@workplace.com) and Bigpond email addresses (e.g. yourname@bigpond.com.au) experiencing a delay in receiving emails from 10,000 Steps.

Email verification and password reset emails are sent from admin@10000steps.org, and typically take 5 - 20 minutes to arrive. If you do not receive an email within the hour, please:

• Double check the email address you have used to register. Ensure the address, including your name, any full stops, mail server and prefixes has been entered correctly.
• Check your Spam/Junk folders. The subject of our email verification is “[10,000 Steps] Please Confirm Your Email Address”.
• Search all mail folders for emails from "admin@10000steps.org.au".
• Check if you have any mail rules or preferences that are filtering automatic emails into another mailbox or blocking them completely.
• Check if you have an IT-level Messages on Hold facility set up, and release all emails if this is available. You may need to contact your IT team to release emails from us into your Inbox.

You can request a new Password Reset email at any time via Reset Password.

You can request a new Email Confirmation via Contact Us or by emailing us at 10000steps@cqu.edu.au.

If all else fails, please try signing up with a non-organisational and non-Bigpond email address. You will need an email account that works with our website to access your 10,000 Steps account, log steps, update passwords, and receive tournament notifications.