Encore Triage Technical Support Issues. Powered by

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1 Encore Powered by

2 Contents Contents Device Support 1.1 Install Application on Device Encore Notification - Android Encore Notification - ios Device Not Tracking Unable to Log into Device Session Timeout Error Not Receiving Order Status Changes Not Receiving Form Data Battery Drain 20 Web Support 2.1 Unable to Log into Web Help Using Website Unable to see Time Entry Data Creating Users & Assigning Roles in Encore Assigning License to a User Reports not ing after Form Submission Report Window not Coming up Dispatching Orders not Appearing on Device 38

3 DEVICE SUPPORT All device troubleshooting steps are assuming the Encore application is on the latest version available. If application is not up to date, please update it before applying any of the following steps. All escalations must include the user, time and date of the debug log submissions. Please also include screenshots of the submission history for the affected device(s) if applicable. Minimum Specs Recommended Specs Android OS Version Honeycomb KitKat or higher Processor 1 1 Ghz Single Core 2 Ghz Quad Core Ram 1 512MB 1+GB Storage 4GB 16+GB Display 489x640px 1080x1920 pixels Battery mAh 2800mAh GPS Required Accelerometer Required Camera N/A 5+MP Google Play Services 3 Required 1 Other apps running in the background may greatly affect app performance 2 Battery usage may vary if using GPS Tracking feature 3 Vodafone MWE requires Google Play Services to operate

4 INSTALL APPLICATION ON DEVICE 1.1 How do I install the Encore app on my phone/tablet? For Android, install the application via the Google Play Store: 1. Search for Encore in the Play Store. 2. Select the Install button to download and install the application. For ios, install the application via the itunes Store: 1. Search for Encore in the App Store. 2. Select the Install button to download and install the application. 4

5 Device Web NOTIFICATION ANDROID 1.2 Enabling notifications for Encore on Android. The first step is to go into the settings on the device and locate the application manager. Next, locate the Encore application in the application manager. 5

6 WFM NOTIFICATION-ANDROID 1.2 Select notifications from the Encore App info. Make sure allow notifications is checked. If the user is still unable to receive notifications, try the following steps to further troubleshoot: For Android users 1. Confirm user is in coverage by opening a browser to check if phone connects to the web 2. If user is in coverage, return to the application 3. From the application menu, choose Log Out 4. On the login screen, enter user password and select Sign In 5. On the web application, go to Messaging and send a message to the user s handset 6. Application icon should come through in the notification bar at the top left of the handset 7. If notifications are still not being received, from the main screen, tap Menu > Send Debug 6

7 Device Web NOTIFICATION ios 1.3 Enabling notifications for Encore on ios. Go to the settings on the device. Locate Notifications. Select Notifications. Once inside notifications, find the Encore application. 7

8 NOTIFICATION-iOS 1.3 Select Encore. Once selected, make sure allow notifications is on as shown on right. You can also allow the notifications to show in notification center, as well as on the lock screen. If the user is still unable to receive notifications, try the following steps to further troubleshoot: For ios users 1. Confirm user is in coverage by opening a browser to check if phone connects to the web 2. If user is in coverage, return to the application 3. From the application menu, choose Log Out 4. On the login screen, enter user password and select Sign In 5. On the web application, go to Messaging and send a message to the user s handset 6. Message should come through as a quick banner along the top of the handset 7. If notifications are still not being received, from the main screen, tap Menu > Debug Log 8. Tap Send Log 8

9 Device Web DEVICE NOT TRACKING 1.4 When I log into the web portal, I do not see any tracking data from my device. To troubleshoot devices not tracking, check the following: 1. Confirm that the GPS add-on license has been assigned to the user in question in the web portal. (From the web portal, select Administrative, then Users) Check location settings on device to ensure that the app has permissions to use the device hardware. On Android devices, confirm that the location services are on and the mode is set to "High Accuracy" 9

10 DEVICE NOT TRACKING 1.4 For ios devices, verify that the location services are enabled for the device, as well as for the Encore application. 1. Verify tracking history of device within web portal (customer will need to provide access). Document any examples found in history. 2. Document all symptoms and troubleshooting done, then escalate the issue to Actsoft to work with Development towards a resolution. 3. Select the menu option from within the app on the device, then choose send debug from the drop down menu. Note: This will automatically send the debug log to Actsoft s QA department once they select the option. Make sure that you have noted the date and time the logs were sent, along with the CompanyID (if possible) to assist Actsoft s QA team with ensuring they are looking at the correct log submission. 10

11 Device Web UNABLE TO LOG INTO DEVICE 1.5 I am unable to log into the Encore app installed on my device. If a customer is not able to log into the app on their device, check the following: 1. Verify user is active in web portal Confirm with user that the address and password entered during login attempt were entered correctly. 3. Use the Forgot password link from the login screen of the device app to reset password. 11

12 UNABLE TO LOG INTO DEVICE 1.5 Alternatively, you can also reset the password using the Forgot password link on the login page of the web portal Document all symptoms and troubleshooting done, then escalate the issue to Actsoft to work with Development towards a resolution. 12

13 Device Web SESSION TIMEOUT ERROR 1.6 I was logged into the Encore app on my device but, when I attempt to submit a form, I get an error telling me my session has expired. The above error is caused by another device being logged into their account using the same login credentials. To fix the problem: When users log into Encore, a token is generated that is renewed every hour for as long as the user is logged in. If another device is logged into the account using the same login credentials, the second device to log in will receive the updated token, which means that the session will time out for the first device that was logged in. (It may take up to an hour for the first user to receive the timeout error.) 1. Have the user that received the timeout error log back into the Encore app on their device. This should generate a new token, which should return the access to their device. 2. If possible, have them also log out of the second device to ensure that no more conflicts come up. 13

14 NOT RECEIVING ORDER STATUS CHANGES 1.7 When I change the status of a dispatched order from the Encore app, the status change does not appear on the Encore web portal. 1. Determine whether this is affecting all users, or specific users by simply asking the customer. 2. Access the submission history to see if the form submission is completed, pending, failed, or just not showing at all. A) B) 14

15 Device Web NOT RECEIVING ORDER STATUS CHANGES 1.7 If Status is Completed: 1. Log out to verify app is logged in under the correct user name. 2. Log back in. If user name is correct, send debug log. If Status is Pending: 1. Ensure network is not the cause. If on mobile data, have them attempt to access any website. If it does not load the page, then they have poor/no connection. If on WiFi, have them turn off the connection and attempt to change the status again. The WiFi may be preventing the change 2. Test status changes on your personal account. If it does not work from your account either, inform your supervisor of possible feature outage. Refer to supervisor for next steps if this is the case. 3. Try to narrow the cause. If messages or forms are available, send message or form to determine if it relates to orders only. 4. If tracking is enabled, is location history up to date? 5. If statuses are still not changing, obtain logs from the user(s) and inform your supervisor of the possible escalation. Take screenshot of Pending record(s) in the submission history and send them to Actsoft support. 15

16 NOT RECEIVING ORDER STATUS CHANGES 1.7 If Status is Failed: 1. Expand the Failed tab and take a screenshot. On ios: a. In the Submission History on the device, select the failed entry. b. a. Select the Server Result tab and either take a screenshot or notate the error. c. a. Select the Data Sent tab and take a screenshot. On Android: a. In the Submission History on the device, long press the failed status to open the error. Take a screenshot. (Note: scrolling may be required to view entire error) 2. Test status changes on your personal account. If it does not work from your account either, inform your supervisor of possible feature outage. Refer to supervisor for next steps if this is the case. 3. Try to narrow the cause. If messages or forms are available, send message or form to determine if it relates to orders only. 4. If forms are still not being received, obtain logs from the user(s) and inform your supervisor of the possible escalation. Take screenshot of Failed record(s) in the Submission History and send them to Actsoft support. 16

17 Device Web NOT RECEIVING FORM DATA 1.8 When I submit a form from the Encore app, it does not appear on the Encore portal. 1. Determine whether this is affecting all users, or specific users by simply asking the customer. 2. Access the submission history to see if the form submission is completed, pending, failed, or just not showing at all. A) B) 17

18 NOT RECEIVING FORM DATA 1.8 If Status is Completed: 1. Log out to verify app is logged in under the correct user name. 2. Log back in. If user name is correct, send debug log. If Status is Pending: 1. Have the user open a web browser and search for a page to confirm the device is in coverage. 2. If device is in coverage, try to narrow the cause. If messages or other forms are available, send message or form from the user s device to determine if the issue occurs during all submissions. If new submissions remain in Pending, try to submit a form from your personal account. If it does not work from your account either, inform your supervisor of possible feature outage. 3. If forms submit from your account, export the form that is in pending, then import it to your own account. Log in to your account on a device, complete and submit the form. If form gets stuck in pending on your account, this would point to an issue with the form. 4. If form submits from your personal account, continue to try to narrow the issue by verifying the user history is up to date if tracking is enabled. 5. If forms are still not being received, obtain logs from the user(s) and inform your supervisor of the possible escalation. 6. Take screenshot of Pending records and send to Actsoft support. 18

19 Device Web NOT RECEIVING FORM DATA 1.8 If Status is Failed: 1. Expand the Failed tab and take a screenshot. Send to Actsoft support. 2. Try to narrow the cause. If messages or other forms are available, send message or form from the user s device to determine if the issue occurs during all submissions. If new submissions also fail, try to submit a form from your personal account. If it also fails from your account, inform your supervisor of possible feature outage. 3. If forms submit from your account, export the form that is in pending, then import it to your own account. Log in to your account on a device, complete and submit the form. If form gets stuck in pending on your account, this would point to an issue with the form. 4. If forms are still not being received, obtain logs from the user(s) and inform your supervisor of the possible escalation. 19

20 BATTERY DRAIN 1.9 Battery Drain: Like with most GPS based applications, normal usage of Encore can result in increased battery usage. Typical calls that come in from this issue are usually going to be from customers whom: A) Have just started using the application. In this case, what we want to recommend to the customer is normal handset best practices for battery longevity and maintenance. This is typically a case where the user has installed the application on they re phone, and they have noticed that their battery life has decreased more than what their used to. While we do not recommend using power management to maintain their battery life as it could possibly disable the application, we do want them to be mindful of how they are using the device during work hours. Good questions here are: Is the screen brightness maxed out? Are there any other applications currently active on the device? Has the user been moving around more than usual today? Be mindful of the fact that with Workforce Manager we use intelligent tracking, which is movement based, and the algorithm differs by platform, among other things that go into tracking the device like having to use the cellular network to generate a location. Essentially the harder it is to track the device, or send data from the device, the more battery it is inherently going to use. Good practices for users in this case are to avoid using apps that aren t business critical during business hours, carrying a spare battery or charger, trying as hard as they can to stay in good coverage and/or WiFi, and when not in use, keeping the screen off. It s also a good idea to keep the screen brightness lower than the maximum setting. B) Move around quite a bit. Question A above leads into this. The more the customer moves, the more the device is going to track. If a customer is moving around more than usual they may not be ready for a sharp drop in battery life. Most of the time while using intelligent tracking, any time movement is detected, the device goes into calculating whether or not tracking should even be initialized. This, of course, consumes battery. I would encourage users stating that they are experiencing intermittent battery level drops to view device history, and see if there were more tasks performed on that day than on any other day. Aside from this, the same steps as the above apply with regard to coverage, app usage, and tasks. 20

21 Device Web BATTERY DRAIN 1.9 C) Are experiencing a hardware issue tied to the device or the battery. This is a more unique situation in which the customer may report that they are experiencing battery drainage more so than other users that they may have on the account. Because the application is so global, there is a good chance that a lot of our customers will be installing the application on older devices that don t meet spec. Easy ways to identify this are to ask the user to compare battery levels with other users that have a similar device and have similar usage of the device. It may be here that the user notices that their device falls more in line with one of the first two options, however if the customer reports that their device is doing something outside of the norm, it s a good idea to get them to the customer experience team for device evaluation. In a typical environment, the older a battery is, and the more it s used, the quicker it will discharge. D) Escalated Cases In some cases, there is genuinely no explanation for the battery drain, as in a brand new fleet of devices barely gets through half the day on normal usage in good coverage. In this case, we want to grab as much detailed information about the situation as possible, and escalate through the proper channels. We always want to ensure that the app works as well as possible, so in cases where a typically obvious explanation eludes us, we want to make sure our developers get a chance to evaluate the issue. 21

22 WEB Supported browsers are Internet Explorer 9, Edge, Firefox, Chrome and Safari. All escalations must contain screenshots of the affected feature along with specific examples if possible.

23 Device Web UNABLE TO LOG INTO WEB 2.1 I am unable to log into the Encore web portal. There are a couple of common scenarios where a customer could be getting an Invalid login credentials error message when they attempt to log in to the web portal: 1. Either the address or password were entered incorrectly. (Have the customer doublecheck the spelling for each and enter values correctly). 2. The does not exist in the system as a valid login. (Have the customer create a user for that login and assign them a role that gives them access to the web portal). Outside of the above scenarios: 1. Have the customer verify that the address and password were entered correctly. 2. Verify that the login is valid and is assigned a role that permits them to log into the web portal. (Administrator or User) 3. Have them use the Forgot password link from the login page to reset their password. 23

24 HELP USING WEBSITE 2.2 I am looking for help using some of the different features on the website. For customers seeking help/training on using the site, we have compiled all of the necessary recources into the help sections within the site. Customers can find help by selecting the View tutorials button at the top right area of the website, directly beneath the sign out button. This button brings up the list of available Video Tutorials The customer can then select any of the videos to help guide them on how to use the different features available. 24

25 Device Web HELP USING WEBSITE 2.2 Alternatively, every area of the site should have its own pop out help guide directly related to the area of the site being viewed. For example: (Overview page) (User Activity page) The customer can then select to view More information on that particular section: (Provides a text-based guide to all of the information displayed in the corresponding section) 25

26 HELP USING WEBSITE 2.2 (Dispatching Dashboard page) Or, they can elect to Watch a video explaining that particular section. (Provides a video tutorial covering all of the information displayed in the corresponding section) If the customer has already watched the video tutorials and gone through the help guides but still needs help, the next step is to have them contact Actsoft s Customer Experience department and arrange a brief onboarding session to answer any remaining questions they may have regarding the product. 26

27 Device Web UNABLE TO SEE TIME ENTRY DATA 2.3 I do not see any time entry data from my users when I log into the web portal. If a customer is having problems with viewing the time entry report from the web portal: 1. Verify browser (Internet Explorer, Chrome, Firefox, etc.). 2. Determine if the customer has any pop-up blocker software installed. 3. If they do have a pop-up blocker installed, remove or disable the pop-up blocker software. 4. Try a different browser (if possible). 27

28 CREATING USERS AND ASSIGNING ROLES IN ENCORE 2.4 Then click Users Once you have logged in, click Administrative on the left side of the page. Now you are ready to add a new user by clicking Add in the upper right corner. Now you can choose the role of your user. For example Administrator has full access to the website, as well as the app. Mobile only is primarily for users that will be tracked and will install the app on their device (this user will not have web access). 28

29 Device Web CREATING USERS AND ASSIGNING ROLES IN ENCORE 2.4 A user is someone who can access the web and monitor users, as well as install the app on their device. After you have chosen a role for your user, complete all fields (the user name must be unique for each user) then click Add to save the information. 29

30 ASSIGNING LICENSES TO A USER 2.5 Once logged into the Encore web portal you are going to look for the Administrative tab and expand the selection. Once expanded, you will see a selection named users. Select Users. You are now looking at your list of users. Select the user you are attempting to add a license to by selecting the edit button as shown in the screenshot below. 30

31 Device Web ASSIGNING LICENSES TO A USER 2.5 Once in the edit screen you will see Activate and Manage add-ons. Expand that field and you will see GPS tracking. Select Active. You can also add licenses by going back to the users screen and selecting the Assign licenses button. When you select assign licenses it will take you to a screen with all of your users and the active and GPS license options. When you check the license, that license is now assigned to that user as shown in the screenshot below. 31

32 REPORTS NOT ING AFTER FORM SUBMISSION 2.6 If you have setup automatic s in a form module, every time the module is submitted, an is automatically sent to the specified addresses. If you are not receiving the s, follow the below steps until you find the problem. 1. Verify in the form s Entries page to make sure the form was submitted and received. Go to Wireless forms > module > Entries. 2. Make sure the desired address is included in the list of addresses. Go to Administrative > Modules > Select the desired module and Edit. 3. Check your spam filters or junk . If you find the , make sure to set the Encore sender address into your contacts to make sure it is a trusted address. 32

33 Device Web REPORTS NOT ING AFTER FORM SUBMISSION 2.6 Go to settings and verify that the desired address is in the list. 4. Try using a personal address outside of your organization like Yahoo or Gmail and verify the s are being received. If they are, then there must be an issue with your corporate account that is rejecting the s from the Encore sender address. In this case you should contact your IT department or service provider. 33

34 REPORT WINDOW NOT COMING UP 2.7 When you select to run a report, the report will typically open in a new Report Viewer window. Because it is in a separate window, you will want to make sure your pop-up blockers are turned off. For Google Chrome follow the below steps: 1. Select Customize and control Google Chrome and Settings. 2. Scroll down in the settings page until Show advanced settings 34

35 Device Web REPORT WINDOW NOT COMING UP Select Privacy > Content settings 4. Scroll down and select Allow all sites to show pop-ups and Done 5. Close the settings window and run the report. 35

36 REPORT WINDOW NOT COMING UP 2.7 For Internet Explorer follow the below steps: 1. Select Tools and Internet Options. 2. Go to the Privacy tab and uncheck Turn on Pop-up Blocker, Apply and OK. 3. Run the report 36

37 Device Web REPORT WINDOW NOT COMING UP 2.7 For Mozilla Firefox follow the below steps: 1. Select Menu and Options. 2. Select Content and uncheck Block pop-up windows. 3. Close the Options window and run the report. 37

38 DISPATCHED ORDERS NOT APPEARING ON DEVICE 2.8 First, verify the order status > Select Dispatching > Orders If the status is unassigned > click edit to assign the order Remember to save before exiting. 38

39 Device Web DISPATCHED ORDERS NOT APPEARING ON DEVICE 2.8 The header contains a quick view of orders and their current status > click a tab to view open or completed orders. Open will allow you to view orders that have been assigned but not yet completed If a user states they have not received the order on their device, have the user open the Encore app > click the three dots in upper corner and select refresh. If refresh does not display new orders, have the user logout then log back in. If still unable to receive new order, have the user verify they have a good signal and are capable of transmitting data by having the user log onto the web or send/receive a text message. If order is pending, have user reboot device. 39

40 Actsoft CX Global Customer Experience Center Next Level Customer Care. Unmatched Customer Value. Actsoft Inc N. Dale Mabry Hwy., Suite 100 Tampa, FL THANK YOU