Completed jobs are not leaving the device
The most common causes for jobs not leaving a users device are
1. Data on the users device. Jobs going to the upload queue instead of leaving the device indicates that there is a data communications issue on the device - either no active data connection on the device (aircraft mode / lack of signal / data restriction on the app / user ran out of data )
2. User password has been changed on the crm - and the user hasn't logged out and logged back in again on the device ( creates a password challenge and will not pass data back for security reasons )
These are the steps App users can take to resolve
DO NOT LOG-OUT AT ANY STAGE - IF YOUR USER DOES - ALL DATA WILL BE LOST FROM THE UPLOAD QUEUE WITH NO POSSIBILITY OF RETRIEVING IT
Device Data issues
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. Ask the user to check the internet connection on their device by using the chrome browser to search for a topic on the internet - checking for today's news is a great example, as this will show current information to demonstrate if a data connection is live.
. Check in data settings on the device that the app data has not been restricted
. Next, ask the user to swipe close the fieldmotion application - and re-enter. allow a few minutes to ensure sync
If the password has been changed
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. Please ask user to scroll to the bottom of the module screen in the app, and check that their user details are visible onscreen. This should be the email address they log-into Fieldmotion as.
. If the users password has been changed by back-office users, please ask your Fieldmotion administrator or any user with full access to the back office system to change the password again in the user module, and advise the colleague of the new password.
. Ask the app user to swipe close the app and re-open the app. They should be prompted with a password change pop-up asking them to enter new password, which they must do before re-entering the app. Please ask the user to allow a few moments and then click on the logout button once to display the content of the upload queue, which by this stage should be diminishing.
** Please note that mobile devices can auto capitalize the first letter of the users password, so if you have set their password in lower case, please ask them to ensure caps lock is off for the initial letter they populate **
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