DIVE SHEARWATER SUPPORT
Troubleshooting
If you are having issues with the app, please find some helpful tips here. If you cannot find what you are looking for or need further help with your issue, please complete the feedback form.
If you are asked to reset your password or you request a password reset:
- An email called ”Your Dive Shearwater Verification Code” will be sent to your inbox
- Check your Spam/Other/Junk mail folders if needed
- Enter the 6-digit code into the PIN on the password reset form and follow the steps to set a new Password
- If you receive a “Temporary Password” email. The long alpha numeric including all special characters should be entered into the password field. Not the PIN.
- Note that password reset of Dive Shearwater and Shearwater Cloud are independent and resetting one, does not reset the other.
If you complete all steps and you are still having issues logging in, please report it in the feedback form.
If your account is synced to the cloud, simply download and open the Dive Shearwater app. Once you sign in with the your account credentials, your previous dive logs should automatically sync.
The initial data migration process may take longer than expected. It may look like the migration is done but there are no dives in the account. Please be patient as it could take up to 20 minutes for the dives to show up.
If your migration has started but it appears that dives are missing or data is incorrect:
- Rest assured your data is not lost. It continues to exist in Shearwater Cloud and is likely still processing in Dive Shearwater.
- Often a trigger is needed to help the new data show up in Dive Shearwater. After waiting 20-30 minutes for processing, try the following:
- Hit the “Refresh Data” button at the bottom of the Profile Tab
- Log out and back in again
- Complete a Full Close or Force Quit of the app and re-start it
If you complete all steps and your dives are still not visible, please report it in the feedback form.
If you are receiving a "Corrupted Data" message do not be alarmed. This is an incorrect message and should read "Data migration in progress". This is being corrected, but in the meantime rest assured your data is safe and not corrupted. It will show up in Dive Shearwater once the full migration is complete.
If your Android is displaying this message: "An error occurred while loading your data. Please log out and try again.” We are aware logging out and in again does not currently resolve this, and our development team is working tirelessly to identify why certain operating systems are not correctly calling on the stored logs.
FAQ
Have questions? Get in touch with our Customer Service team for help with Dive Shearwater.
We released a new app to improve performance and user experience. The previous app had issues with slow and laggy features, and the new app offers a smoother, faster interface with enhanced UI and functionality.
Shearwater Cloud will be eventually deprecated, we recommend users to use Dive Shearwater as this will be our new supported app with regular updates and new features.
You can log in with your original password, but you will be prompted to change it if it does not meet the new password criteria.
Yes, however changes made in Shearwater Cloud will not be reflected in Dive Shearwater.
Dive Shearwater is currently available for both Apple and Android mobile devices. If you prefer a desktop application we recommend continuing to use Shearwater Cloud for the time being.
Dive Shearwater is not currently formatted for tablets or ipads.
Select 'Profile' > Under settings, select 'Languages' > Select your preferred language.
Open the app > Select 'Profile' > Under Settings, select 'Connect with Avelo' > you will be prompted with a pop up to open the Avelo sign in page where you can enter your Avelo account credentials. Once you are logged into your account, click 'Authorize', you should then be redirected to return to DIve Shearwater.
You can continue to use Shearwater Cloud for now, however we recommend upgrading your dive computer to a supported version to begin using Dive Shearwater.
While you can download dives directly from a Shearwater dive computer to Dive Shearwater, there is no 'import' option in the app for UDDF data at this time.
These features are not yet available.
ADDITIONAL RESOURCES
iOS:
- Tern
- Tern TX
- Peregrine
- Peregrine TX
- Teric
- Perdix 2
- Perdix AI
- Perdix
- Petrel 3
- Petrel 2
- NERD 2
Android:
- Tern
- Tern TX
- Peregrine
- Peregrine TX
- Teric
- Perdix 2
- Perdix AI
- Petrel 3
- NERD 2
For information about account deletion and data storage, read more.
If you would like to provide feedback, suggestions for improvement, report a bug, or just need help navigating the app, please fill out this form and we will get back to you.
