---
title: "Known Issue: Trainer Tablets Not Provisioned, Won't Log In, or Can't Load Client Data"
description: "Status: Investigating — partly a support-scope question, not purely a software bug Affected: Trainer App on club-owned tablets Last updated: 2026-08-26"
---
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# Known Issue: Trainer Tablets Not Provisioned, Won't Log In, or Can't Load Client Data
# Trainer Tablets Not Provisioned, Won't Log In, or Can't Load Client Data
**Status:** Investigating — partly a support-scope question, not purely a software bug **Affected:** Trainer App on club-owned tablets **Last updated:** 2026-08-26
This cluster is specifically about **club-owned tablets** used to run the Trainer App, as opposed to the software issues in the other articles. It covers tablets that aren't set up with the Enhance software at all, tablets staff can't log into, and tablets that are online but can't pull up client records.
## Symptoms
- **Brand-new/replacement tablets arrive without the Enhance software installed at all** — reported urgently ahead of a club's Grand Opening (#424634492123, follow-up thread #424731210971).
- A trainer **can't log into a tablet** and is prompted for a **Samsung Knox Manage password** (#426222745796).
- A **new Samsung tablet won't connect to Wi-Fi** at the trainer's home (#427558049995).
- **All trainer tablets at a club are unable to locate/retrieve client records** — tablets show continuous loading, then either a gray rectangle or a full list of all members instead of the one selected; confirmed the Wi-Fi/internet connection itself was working, and restarting the tablets didn't help (#426233181398).
- An assistant fitness manager **still cannot send agreements through their tablet** after a prior attempt to fix it (#423116593400) — "still" implies this was reported before without resolution.
## Cause
Mixed — and this is the key thing that makes this cluster different from the others. For the provisioning/software-not-installed case, **Enhance Support has explicitly stated this is not their responsibility**: *"Unfortunately we don't handle the device management on our side, the tablets and software are managed by Crunch directly"* (#424731210971). That statement does not necessarily cover the client-data-loading failure (#426233181398), which sounds like an app/backend issue on an otherwise-working tablet rather than a provisioning gap — that distinction needs SME confirmation so support doesn't misroute a real software bug as a device-management question, or vice versa.
## Workaround
- For **tablets missing the Enhance software / new club launches**: based on the response given, this should be routed to **Crunch's own device management / IT team**, not handled as an Enhance Support software bug. Confirm current routing with SME before publishing this guidance verbatim to customers.
- For **client data not loading despite a working connection** (#426233181398): no workaround found; restarting the tablets did not help.
- For **Knox Manage login prompts and Wi-Fi connectivity**: no workaround found in this sample; these read as device/network configuration issues outside the Enhance App itself.
## Fix Timeline
Not applicable in the same sense as the other articles — at least part of this cluster may not be an Enhance product bug at all. See Cause and Publishing Notes.
## Updates
- 2026-08-26: Article drafted as its own cluster, separated out because the root cause and ownership are different in kind from the software-only issues in articles 1-5.
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