TROUBLESHOOTING MANUAL

Transcription

1 TROUBLESHOOTING MANUAL BLOCK LEVEL POSHAN Abhiyaan Ministry of Women and Child Development Government of India

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3 TROUBLESHOOTING MANUAL BLOCK LEVEL

4 Troubleshooting Manual Block Level 4 CONTENTS

5 1 Introduction Roles and responsibilities of Block Helpdesk Common troubleshooting scenarios Scenario 1: AWW or Lady Supervisor forgets mobile/tablet application password Scenario 2: User forgets ICDS-CAS Dashboard password Scenario 3: Creation of a new dashboard user Scenario 4: When a dashboard user leaves and a new user joins Scenario 5: AWW or LS loose or damage their mobile device Scenario 6: User s (AWW or LS) ICDS-CAS application needs to be updated Key components of the application How auto updates work How manual updates work (remotely) How manual updates work (in person) Scenario 7: User s (AWW or LS) ICDS CAS application corrupts (becomes unusable) and requires re-installation Scenario 8: Installation of other pre-installed application (applications other than CommCare LTS like Amaze File Explorer, Google Indic Keyboard) Scenario 9: User (AWW or LS) leaves the job and a new user is appointed Scenario 10: Google account creation Username Password 27 5 Troubleshooting Manual Block Level

6 CONTENTS 2.11 Scenario 11: Configure basic settings Configure the keyboard in settings SIM card set-up Verify network connectivity Scenario 12: While using the app, the AWW receives a message saying, ICDS-CAS has stopped working or the ICDS-CAS application shuts down Scenario 13: The AWW enters a form or a module and receives an error message or is redirected to the login screen Scenario 14: The LS receives an error message while attempting to sync her phone Scenario 15: The ICDS-CAS application freezes while the LS is using it or it takes several seconds to swipe between screens Scenario 16: The AWW is unable to remove a beneficiary from a household User management Types of users Mobile and dashboard users username and password overview Issue Tracker manual Block Helpdesk Objectives of the Issue Tracker user manual Phone basics Phone notifications Phone components How to take care of your cell phone Do s and Don ts How to start 45 Troubleshooting Manual Block Level 6

7 CONTENTS 4.7 Modules Issue management Hardware management Inventory management Resolved issues Knowledge library Reports My information 72 LIST OF FIGURES Figure 1: Selecting mobile workers 15 Figure 2: Searching for a username 16 Figure 3: User details 16 Figure 4: Password tab 16 Figure 5: Selecting mobile workers 17 Figure 6: Searching for a username 17 Figure 7: User details 17 Figure 8: Password tab 18 7 Troubleshooting Manual Block Level

8 LIST OF FIGURES Figure 9: Selecting mobile workers 19 Figure 10: Creating new dashboard user 19 Figure 11: Assigning user roles 20 Figure 12: Account settings 20 Figure 13: Changing password 20 Figure 14: Offline install 24 Figure 15: Phone basics 41 Figure 16: Phone notifications 42 Figure 17: Phone components 43 Figure 18: Homescreen 45 Figure 19: Loginscreen 45 Figure 20: Modules 46 Figure 21: Issue management 48 Figure 22: Report a new issue 49 Figure 23: Identifying the issue 50 Figure 24: Troubleshooting steps 51 Figure 25: Escalation 52 Figure 26: Follow up with issue 53 Figure 27: How to follow up on an issue 54 Figure 28: New information/details about the issue 55 Figure 29: Unsuccessful attempt to fix the device 56 Troubleshooting Manual Block Level 8

9 LIST OF FIGURES Figure 30: Issue is resolved/to be closed 57 Figure 31: Hardware management 58 Figure 32: Register new hardware 59 Figure 33: Update hardware 60 Figure 34: Distribute hardware 61 Figure 35: Inventory management 62 Figure 36: Device is out of service/broken 63 Figure 37: Device is lost 64 Figure 38: AWW/LS returns hardware 66 Figure 39: Permanently close the device 67 Figure 40: Editing hardware information 68 Figure 41: Resolved issues 69 Figure 42: Knowledge library 70 Figure 43: Reports 71 Figure 44: My information 72 LIST OF TABLE Table 1: Pre-installed applications 25 Table 2: List of roles for dashboard users 39 9 Troubleshooting Manual Block Level

10 Troubleshooting Manual Block Level 10 ABBREVIATIONS

11 APK AWC AWW BHD CDPO DPO GoI GPS ICDS ICDS-CAS ICT ICT-RTM LS MWCD PIN POSHAN RTM SDA URL Android Application Package Anganwadi Centre Anganwadi Worker Block Helpdesk Child Development Project Officer District Program Officer Government of India Global Positioning System Integrated Child Development Services Integrated Child Development Services-Common Application Software Information and Communication Technology Information and Communication Technology enabled Real Time Monitoring Lady Supervisor Ministry of Women and Child Development Personal Identification Number PM s Overarching Scheme for Holistic Nourishment Real Time Monitoring Software Development Agency Uniform Resource Locator 11 Troubleshooting Manual Block Level

12 1 INTRODUCTION

13 POSHAN Abhiyaan is a multi-ministerial convergence mission with the vision to ensure attainment of malnutrition free India by The objective of POSHAN Abhiyaan is to reduce stunting in identified districts of India with the highest malnutrition burden by improving utilization of key Anganwadi Services and improving the quality of Anganwadi Services delivery. Information and Communication Technology enabled Real Time Monitoring (ICT-RTM) is one of the key activities in POSHAN Abhiyaan. It will leverage a mobile solution, called ICDS-Common Application Software (ICDS-CAS) for improving the service delivery and ensuring better supervision of Anganwadi Services Scheme. ICDS-CAS is designed to be a beneficial job aid for Anganwadi Workers (AWWs) and Supervisors that will assist them in catering to the needs of women and children more efficiently through mobile device based application. The ICDS-CAS solution will also allow automation of ten out of eleven ICDS registers, thus giving the Anganwadi Services Workers more time to focus on the service delivery. This troubleshooting manual has been developed to guide the Block Helpdesk in providing general application support, identifying, troubleshooting and resolving issues reported by Anganwadi Workers and Lady Supervisors. It will also guide the Block Helpdesk to manage inventory and provide reports with real time information from the ICDS-CAS Dashboard. 1.1 Roles and responsibilities of Block Helpdesk This troubleshooting manual has been designed to assist Block Helpdesk in undertaking their responsibilities efficiently and effectively. Following are the key responsibilities of Block Helpdesk: 1. Provide in-person, over-the-phone and over-the-app (ICDS- CAS Issue Tracker mobile application) troubleshooting support to users facing hardware issues with smart phones and tablets and basic software issues with ICDS-CAS application 2. Configure new hardware and ensure device readiness for use by Anganwadi Workers (AWWs) and Lady Supervisors (LSs) 3. Register new devices in the Issue Tracker application before distributing devices to LS and AWWs 4. Submitting devices to Original Equipment Manufacturer (OEM) for hardware replacement and repair 5. Inventory management (record device distribution, loss, return, damage and out of service information of all devices) 6. Logging all issues (whether resolved or unresolved) in the Issue Tracker application while escalating unresolved issues to District Helpdesk that require their assistance 7. Regular follow-up of unresolved issues in the Issue Tracker application and close issues on resolution 8. Regularly monitoring the Lady Supervisor for troubleshooting module of the ICDS-CAS supervisor mobile application to make sure their issues are resolved and supervising them to close the resolved issues 9. Assist Anganwadi Workers/Lady Supervisors to reset their password in case they have forgotten their password 10. Monitor usage of ICDS-CAS by AWWs through ICDS-CAS Dashboard reports and subsequent follow-up with AWWs if the usage is low 11. Provide performance feedback to AWWs 12. Training reinforcement to AWWs identified as low performers using ICDS-CAS reports. 13 Troubleshooting Manual Block Level

14 2 COMMON TROUBLESHOOTING SCENARIOS Troubleshooting Manual Block Level 14

15 This section details key issues and scenarios which might be faced by users (AWW and LS) while using the ICDS-CAS mobile application along with detailed troubleshooting steps for Block Helpdesk. AWW or LS may report a hardware or software issue to Block Helpdesk using the following channels: 1. Visit the Block Helpdesk office: AWW or LS may visit the associated Block Helpdesk along with the mobile device, when faced with an issue, during the helpdesk working hours. 2. Call the Block Helpdesk: AWW or LS may call their Block Helpdesk and receive assistance on rectification of an issue over the call. 3. Log in issue using ICDS-CAS supervisor mobile application (LS application): Lady Supervisors may log in issues faced by users using the troubleshooting module of ICDS-CAS supervisor mobile application. 2.1 Scenario 1: AWW or Lady Supervisor forgets mobile/tablet application password Note: For this scenario, it is recommended that the Anganwadi Worker/Lady Supervisor bring her device to the Block Helpdesk. The Block Helpdesk will follow the below steps to reset the password. 1. Open the browser on your computer and navigate to the ICDS CAS Dashboard: 2. Log in using Block Helpdesk username and password. 3. Click on the Users tab and select Mobile Workers (see Figure 1). Figure 1: Selecting mobile workers 15 Troubleshooting Manual Block Level

16 4. You will see a list of usernames of AWWs and LSs in your block. Find the username (11-digit AWC code or 9-digit supervisor code). Enter the username in the search box given on the top to search an AWW or LS (see Figure 2). 6. Click on the Password tab (as shown in Figure 4). Figure 2: Searching for a username 5. Click on the Username to open detailed information of the user (as shown in Figure 3). Figure 3: User details 7. A new password will be auto-generated by ICDS-CAS. Note down this password. Update this password in the username and password Excel sheet for mobile users (ICDS-CAS mobile users). 8. Click on the Reset Password button. 9. Communicate the new password to the Anganwadi Worker/Lady Supervisor. After the new password has been communicated to the Anganwadi Worker/ Lady Supervisor, Block Helpdesk shall supervise them, in-person, to follow the steps below: 1. Input new password and click on Log In (in mobile device) 2. A window will open asking the user to set a PIN 3. User will choose a 4-digit PIN and enter it in the application 4. Log out of ICDS-CAS 5. Log in with the new PIN Figure 4: Password tab Troubleshooting Manual Block Level 16

17 2.2 Scenario 2: User forgets ICDS-CAS Dashboard password 4. You will see a list of usernames created for your block. Find the username, to make it easy to find the username, you can type the username in the search box (See Figure 6). The Block Helpdesk will follow the below steps to reset the password for Block Anganwadi Services officials (such as CDPO): 1. Open the browser on your computer and navigate to ICDS CAS Dashboard: 2. Log in using helpdesk username and password. 3. Click on the Users tab and choose Mobile Workers (see Figure 5). Figure 6: Searching for a username 5. Click on the Username and it should open a window with more details (as shown in Figure 7). Figure 7: User details Figure 5: Selecting mobile workers 17 Troubleshooting Manual Block Level

18 6. Choose the Password tab (as shown in Figure 8). 3. The user then chooses Change My Password. 4. The user will enter the password communicated to them and then enter the new desired password. The password must contain a capital letter, a number, a special character and must be at least 10 characters. Then click on Change Password. 5. Log out of ICDS-CAS Dashboard. 6. Log in with the new password. The most suitable browser to view dashboard is Google Chrome or Mozilla Firefox. 2.3 Scenario 3: Creation of a new dashboard user In a situation where a new dashboard user (Block Anganwadi Services official) needs to be created, communicate to the Block Helpdesk indicating the need to create the new user. Figure 8: Password tab 7. A new password will be auto-generated by ICDS-CAS. Note down this password. 8. Click on the Reset Password button. 9. Communicate the new password to the user. After the new password has been communicated to the user, Block Helpdesk should supervise them to follow the steps below: 1. On the ICDS-CAS Dashboard Login page, user shall input new password and click on Login. 2. User shall click the Settings button and chooses My Account Settings. Note: This section is to be followed only when a new dashboard user for the Block ICDS official needs to be created under the ICT-RTM. Do not create new users who are not part of ICT-RTM. The Block Helpdesk will follow the following steps to create a new dashboard user (Block Anganwadi Services officials): 1. Open the browser on your computer and navigate to: 2. Login using your username and password. 3. Click on the Users tab and select Mobile Workers (see Figure 9). Troubleshooting Manual Block Level 18

19 Figure 10: Creating new dashboard user Figure 9: Selecting mobile workers 6. Find the title abbreviation and location code (e.g cdpo where is the location/block code and cdpo is the title abbreviation; for more information on title abbreviation and location codes refer Table 2: List of roles for dashboard users) of the individual who needs access to the dashboard and set-up the username accordingly. 4. Click on create Mobile Worker. 5. Input the username based on the format mentioned in Section 3.2-mobile and dashboard users - username and password overview (see also Figure 10). Note: Assigning the correct roles is important as it ensures that the users are able to perform their responsibilities correctly. 7. Choose the location (block name) of this user. 8. Note down the password displayed and click on Create. 19 Troubleshooting Manual Block Level

20 9. After you have created the user, click on the Username just created. You need to assign a role from the dropdown (See Figure 11) to this user (refer Table 2: List of roles for dashboard users, for more information on user roles). Figure 12: Account settings Figure 11: Assigning user roles Note: This is a very important step as choosing the wrong location will sync another user s data. 10. Scroll down and click on Update Information to save the user role. 11. Communicate the username and password to the intended user and ensure they login and perform the below mentioned steps. The Block Helpdesk should facilitate logging into ICDS-CAS Dashboard by asking their respective officials to follow these steps: 1. The URL for accessing ICDS-CAS Dashboard is: gov.in/a/icds-cas. Navigate to this URL on your web browser. 2. Enter the username and password as communicated by the Block Helpdesk and click on Sign in. 3. Each user can change their password according to their choice. Once logged in, the user can navigate to My Account Settings by clicking on the Settings icon (see Figure 12). 4. The user will then select Change My Password and input the old password and a desired new password. Please ensure that the user selects a strong password (combination of special characters, numbers and a length of at least 10 characters). Click on Change Password (see Figure 13). 5. Log out of ICDS-CAS Dashboard. 6. Log in to ICDS-CAS Dashboard with the new password. Figure 13: Changing password Troubleshooting Manual Block Level 20

21 2.4 Scenario 4: When a dashboard user leaves and a new user joins It may be a common scenario where an existing dashboard user (Block Anganwadi Services official) leaves the project and a new dashboard user (Block Anganwadi Services official) joins in place of them. In this scenario, it is important for the Block Helpdesk to communicate a new password to the new user for accessing the ICDS-CAS Dashboard. Important: This activity can only be performed when a new dashboard user (Block Anganwadi Services official) is replacing the old user for the same dashboard username and role. The Block Helpdesk would need to follow the steps to reset the password for the dashboard username of the user (Block Anganwadi Services official) who is leaving the project (refer Section 2.2, Scenario 2: User forgets ICDS-CAS Dashboard password, for detailed steps). After resetting of the password, there could be two cases that might be presented to the Block Helpdesk: Case 1 - If a new dashboard user (Block Anganwadi Services official) is already identified: The Block Helpdesk will guide the new dashboard user (Block Anganwadi Services official) to follow the following steps: 1. Block Anganwadi Services official navigates to 2. Block Anganwadi Services official inputs dashboard username and new password as communicated by the Block Helpdesk and clicks on Sign in. 3. Block Anganwadi Services official navigates to the Settings button and selects My Account Settings. 4. Block Anganwadi Services official then selects Change My Password. 5. The Block Anganwadi Services official will enter the password communicated to them and then enter the new desired password. The password must contain a capital letter, a number, a special character and must be at least 10 characters. Then click on Change Password. 6. Log out of ICDS CAS Dashboard. 7. Log in to ICDS-CAS Dashboard with the new password. Case 2 - If a new dashboard user (Block Anganwadi Services official) is not yet identified: The Block Helpdesk will follow the following steps: 1. Navigate to click on the Users tab. Select Mobile Workers. 2. Search for the dashboard username (see step 4 in Section 2.2, Scenario 2: User forgets ICDS-CAS Dashboard password of this document for more information) and then click on Deactivate User (this will ensure that the user is not counted towards active users). 3. When a new user (Block Anganwadi Services official) is identified, follow step 1 above and click on Show Deactivated Mobile workers and then find the user (Block Anganwadi Services official) that was deactivated. Search using dashboard username or name. 4. Click on the user and then click on Reactivate User. The dashboard username will disappear from this section and will now be among active users. 5. Follow all steps given in case Troubleshooting Manual Block Level

22 2.5 Scenario 5: AWW or LS loose or damage their mobile device The Block Helpdesk shall carry out the following steps after the loss/damage is reported: 1. Log the details on the loss/damage in the Issue Tracker application (refer to Case 1: The device is lost and Case 2: The device is out of service/broken in Section of this document, for detailed steps on how to log loss/damage in the Issue Tracker application). 2. If an authorized vendor service center is available at the block level, the Block Helpdesk is responsible for sending the devices to the vendor service center within 1 working day of receipt of device from the user. They are also responsible for getting the device repaired and give it back to the Anganwadi Worker/Lady Supervisor. 3. If an authorized vendor service center is available at the district level, the Block Helpdesk is responsible for coordinating device transportation to the District Helpdesk. It shall be the responsibility of District Helpdesk for ensuring device is submitted to vendor service center within 1 day of receipt of the phone from Block Helpdesk. Once repaired, Block Helpdesk shall coordinate with District Helpdesk to have it transported back to Block Helpdesk office and return the device to the Anganwadi Worker/Lady Supervisor. 4. If the device is permanently damaged, the Block Helpdesk person will replace the device from the surplus inventory and update the inventory accordingly (refer to Case 4: Permanently close device in Section Inventory management of this document for detailed steps on permanently closing a device. 5. If an Anganwadi Worker/Lady Supervisor reports that the device is lost, the Block Helpdesk should verify if the claim is real and if satisfied, the Block Helpdesk can replace the device from the surplus inventory (contingency) using the following steps: a. Sign in the user with the users Gmail account. b. Configure basic settings (refer Section-2.11 in this document for detailed steps). c. Update the inventory in Issue Tracker application (refer to Section Update hardware of this document for more information on how to update the inventory. 2.6 Scenario 6: User s (AWW or LS) ICDS-CAS application needs to be updated The ICDS-CAS application will often need to be updated after it has been distributed and is being used by Anganwadi Workers, Lady Supervisors and block level helpdesks. These updates could include smaller bug fixes or modifications in ICDS-CAS application. The following is a summary of how updates are structured and how the application will be updated Key components of the application The application is comprised of two key components: 1. CommCare LTS APK: This is the CommCare mobile application framework that is installed through the Google Play Store. 2. Application files (CCZ): This is the specific ICDS-CAS AWW or the ICDS-CAS supervisor application and includes the forms and multimedia How auto updates work For updates to the CommCare LTS APK, the phone will automatically download the update from the Google Play Store if the phone has a Google account set-up and is connected to the network. Once the update is downloaded, the phone will automatically install the update. This will cause the application to restart and the user will be required to login again. Troubleshooting Manual Block Level 22

23 For updates to the CCZ, the phone will download the update in the background from the ICDS-CAS server. Once the update is downloaded, the update will be installed the next time the user logs in. Note: The update process could take up to one hour, so it is the Block Helpdesk s responsibility to inform the users in advance that this could happen and advise them to keep their phone charged during the process How manual updates work (remotely) If the application does not auto-update to the latest APK and CCZ, it is possible to manually update the application by following the steps below: For the APK, sync user data with server, advise the user to navigate to the Google Play Store and search for CommCare LTS. They will get an option to Update from the Google Play Store. If there is network connectivity on the phone, click on Update/download and install the latest version of the APK. For the CCZ, advise the user to select the Update ICDS-CAS option from the settings menu of the mobile application. They will then be required to wait while the update downloads (between 30 minutes and one hour depending on the Internet speed). Once the update has downloaded, they can then select the Install Update button to install the update (which may again take up to one hour). It is best for the user to download/install the updates at night while the phone is charging How manual updates work (in person) Note: It is the responsibility of the Block Helpdesk to communicate to users to use the Google Play Store and ICDS-CAS Update options. If these. are unsuccessful, the Block Helpdesk is responsible for manually updating the user s phones. If a user is not able to do a remote manual update, the Block Helpdesk will be required to do an in-person update by following the steps below: For the APK: 1. Ensure that the phone has network connection and login to the application. 2. Sync the phone so that all forms are submitted. 3. If there is good Internet connectivity on the device, navigate to the Google Play Store and search for CommCare LTS. You will get an option to Update from the Google Play Store. 4. If there is low/no Internet connectivity, copy the latest APK that you have received from the District Helpdesk to the downloads folder in the phone and open it. 5. This should prompt the phone to update the new version of the APK. 6. Confirm and update the application. For the CCZ: 1. Ensure that the phone has network connection and login to the application. 2. Sync the phone so that all forms are submitted. 3. Ensure that the APK is updated to the latest version. 4. Copy the latest CCZ that you have received from the District Helpdesk to the downloads folder in the phone. 23 Troubleshooting Manual Block Level

24 5. On the phone, clear CommCare LTS data by navigating to the phone s applications management menu: Settings -> Applications -> Manage Applications. Navigate to CommCare LTS and press Clear data and Confirm. 6. Manually install the latest CCZ on the phone (could take up to one hour) see Section-2.7, Scenario 7: User s ICDS-CAS application corrupts (becomes unusable) and requires re-installation of this document for steps to re-install the application. 7. Login using the user s full password and give them the phone back to set-up a PIN. In addition to assisting users to update their applications, the Block Helpdesk will also be responsible for the following: 1. Conduct additional training for Anganwadi Workers and Lady Supervisors on updating the CommCare LTS application. 2. Contact users who have not updated their application and assist them remotely update. 3. For users who cannot remotely update, conduct an in-person update. 2.7 Scenario 7: User s (AWW or LS) ICDS-CAS application corrupts (becomes unusable) and requires re-installation 3. Connect the user s phone to a laptop/desktop using a USB cord. A USB computer connection menu should pop up. On this menu select Media Device (MTP) to allow media files transfer. 4. Copy the CAS-AWW CCZ file (for Anganwadi Workers) or CAS-LS CCZ file (for Lady Supervisors) in the downloads folder of the device. 5. Open the CommCare LTS application on the phone. 6. In the top right of the initial screen, open the settings page by selecting the three dots on top-right of the screen and select Offline Install (as shown in Figure 14). 7. Select the Folder icon at right in the dialog that appears. 8. Select Amaze File Explorer. 9. Select the CCZ file you copied. 10. If prompted for the way to open the file, select the normal way. 11. Select the Install button. 12. The application will install all of the resources-this will take 5-10 minutes. 13. Login using the user s full password and give them the phone back to set-up a PIN In case the ICDS CAS application becomes corrupt thereby making the application unusable, the Block Helpdesk will execute the following steps to re-install it: 1. Navigate to the phone s applications management menu: Settings -> Applications -> Manage Applications. Navigate to CommCare LTS and press Clear data and Confirm. 2. Make sure you have the latest version of the CommCare CCZ file received from the district level helpdesk. Figure 14: Offline install Troubleshooting Manual Block Level 24

25 2.8 Scenario 8: Installation of other preinstalled application (applications other than CommCare LTS like Amaze File Explorer, Google Indic Keyboard) For functioning of ICDS-CAS the following applications (given in the Table 1: Pre-installed applications) are required. These applications are available on the Google Play Store and would need to be installed in scenarios where these applications have been un-installed. Following are the steps for installation of these applications: Select the Google Play Store app on your phone Search for the required application Click on the Application and select Install In a scenario where the applications become corrupt and are not usable, the helpdesk would need to uninstall the application first and then re-install the application using the steps described above. Amaze File Manager [Required for file navigation in ICDS-CAS] (Mandatory) Google Indic Keyboard [Required for regional language typing in ICDS-CAS] (Mandatory) Aadhaar ID Scanner [Required for Aadhaar Scans in ICDS-CAS] (Mandatory) Bar code Scanner [Required for Aadhaar Scans in ICDS-CAS] (Mandatory) Table 1: Pre-installed applications 25 Troubleshooting Manual Block Level

26 2.9 Scenario 9: User (AWW or LS) leaves the job and a new user is appointed There might be a situation when an Anganwadi Worker/Lady Supervisor leaves his/her post and a new user joins the post. In this case the Block Helpdesk should carry out the following activities to ensure all the data is secured and the new user has the most up-to-date data and a secure password of their own: 1. Before a user leaves, they must report to the Block Helpdesk personnel and deposit the phone in person. 2. The Anganwadi Worker/Lady Supervisor will return the phone back to the Block Helpdesk, and the phone should be marked as returned by updating the information in the Issue Tracker application, as per case 3: Anganwadi Worker/Lady Supervisor returns hardware in Section Inventory management of this document. 3. The Block Helpdesk will then reset the user password on the ICDS-CAS website (see Section-2.1, Scenario 1: User forgets application password of this document for detailed steps on how to reset user password). 4. Open ICDS-CAS phone application and enter the new password. 5. When asked if you want to set a PIN, select Yes and enter 1234 as the PIN. 6. Click on Sync Data and wait till the syncing finishes. 7. Log out of ICDS-CAS. After logging out there could be two cases that may be presented to the Block Helpdesk: Case 1 - If a new user is already identified 1. Assist the user to log in to the application. Enter the Username and PIN (1234). 2. Assist the user to set their own 4-digit PIN. Case 2 - If a new user is not yet identified 1. Navigate to click on the Users tab. Select Mobile Workers. 2. Search for the user (see step 4 in Section-2.1, Scenario 1: User forgets application password of this document for more information) and then click on Deactivate User (this will ensure that that the user is not counted towards active users in reports). 3. Keep the device in a secure location until a new user is identified. 4. When a new user is identified follow step 8 above and click on Show Deactivated Mobile Workers and then find the user that was deactivated. Search using username or name. 5. Click on the user and then click on Reactivate User. The username will disappear from this section and will now be among active users. 6. Follow Steps 8 and 9 listed in case Scenario 10: Google account creation The Block Helpdesk is primarily responsible for creation of individual Google accounts for Anganwadi Workers and Lady Supervisors. Block Helpdesk would need to create Google accounts for new users (new AWW or new Lady Supervisor) on the user s device. Following are the detailed steps for preparation of a Google account: Before creation of a new Google account, Block Helpdesk should ensure that the device is not linked to any previous Google account and remove the Google account (if any). Follow the steps below to remove the account: 1. Open the Settings menu on your device. 2. Under Accounts, click Google. 3. Click the Menu icon in the top right corner of the screen. 4. Select Remove account. 5. Confirm removal of account. Troubleshooting Manual Block Level 26

27 Next, set-up a Google account by following the guidelines on the username and password format as stated below. Here are the steps to set-up a new Google account: 1. On the phone, go to settings 2. Select Accounts 3. Then click on Add Account 4. Select Google account 5. Select Create a new account 6. Select Create new account 7. Fill in the details requested Please ensure that username and password are selected as suggested in the section and below: Username All Google account usernames should have a prefix of abbreviation for the State s/ut s name ( mp for Madhya Pradesh, cg for Chhattisgarh, jh for Jharkhand, ap for Andhra Pradesh, bh for Bihar, up for Uttar Pradesh, rj for Rajasthan and mh for Maharashtra) and their respective Anganwadi or Sector Supervisor code. Username example for Anganwadi Worker of Chhattisgarh: cg @gmail.com Username example for Lady Supervisor of Madhya Pradesh: mp @gmail.com The Block Helpdesk may refer the Inventory management Excel sheet provided by the district that lists all the codes. If the phone is being set-up for the helpdesk user itself, then they can assign the following username: Username example for Block Helpdesk of Chhattisgarh: cg @gmail.com Password Please assign a strong password for every Google account created. It is recommended to have a password that is 8 characters long. All Google account passwords should have a suffix of abbreviation for the State s/ut s name ( mp for Madhya Pradesh, cg for Chhattisgarh, jh for Jharkhand, ap for Andhra Pradesh, bh for Bihar, up for Uttar Pradesh, rj for Rajasthan and mh for Maharashtra) and their respective Anganwadi or Sector Supervisor code. Password example for Anganwadi Worker of Chhattisgarh: cg Password example for Lady Supervisor of Madhya Pradesh: mp Although the end user doesn t need to remember the Google account password, please share with them for their future need. If prompted, uncheck Keep this device backed up with my Google Account If prompted, do not choose to set-up the device for Google + If prompted, uncheck all the Sync options Optional: to reduce bandwidth usage and stop multiple devices with the same account from sharing contacts/photos/other data between each other, select the account from Settings -> Accounts and Sync and uncheck all the sync options In case the user does forget their password, a new Google password would need to be created for the user. To generate a new password, 1. Go to 2. Enter users ID 3. Click on Forgot Password and follow the steps as prompted on the screen 27 Troubleshooting Manual Block Level

28 2.11 Scenario 11: Configure basic settings Configure the keyboard in settings 1. Go to Phone Settings > Language and Input > Current Keyboard. 2. Make sure English and Indic Languages is listed. 3. If not, select Choose Keyboards and enable Google Indic Keyboard. 4. Select English and Indic Languages. 5. Open up a text message or a browser in order to access a keyboard. 6. Click the Keyboard tab with the Devanagari symbol twice and select the Keyboard with no symbols (bottom left). 7. Click the Symbol at right and select the language depending on the State/ UT of the purchase order e.g. a. Andhra Pradesh > Telugu b. Maharashtra > Marathi Note: Make sure auto-update is checked for all relevant installed applications. For each application on the Google Play Store (CommCare LTS Aadhaar ID Scanner, Amaze File Explorer, Barcode Scanner and Google Indic Keyboard) go to the installation page and open the settings (three dots) in the top right and make sure auto-update is checked SIM card set-up Automatic configuration settings 1. Insert the SIM and restart the device. The device should automatically register configuration settings i.e. find your service provider and install settings for using Internet on the device. 2. If not, go to Settings> Cellular Networks> Network operators. 3. Select the appropriate network operator. Manual configuration settings 1. If automatic configuration settings are not received from network, please follow the following steps. 2. Open mobile network page (Settings -> Wireless and Networks -> More -> Mobile networks). 3. Choose access point names. 4. Enter APN settings for your SIM card network provider. The service provider will be able to provide exact APN settings. 5. Ensure that the new APN is selected Verify network connectivity The Block Helpdesk should also verify that the device is connected to the Internet, by following the steps below: 1. Ensure that there is a G, E or H shown next to the phone bars indicating reception. 2. If the device is not connected to the Internet, go to settings on your device > Select cellular networks > enable mobile data. 3. Use the browser to navigate to 4. In case the page does not load, check again in a bit. In case the network is still not working, please contact the customer care of the network provider. Troubleshooting Manual Block Level 28

29 2.12 Scenario 12: While using the app, the AWW receives a message saying, ICDS-CAS has stopped working or the ICDS-CAS application shuts down The helpdesk should take the following steps: 1. Click on Report a New Issue in the Issue Tracker application. 2. Who is facing the issue? a. Select AWW 3. Select the district/block/supervisor of the AWC facing the issue. 4. Name of AWC facing the issue. a. Select the name of the relevant AWC facing the issue. 5. Date when the issue was experienced by the user. a. Select the date when the issue was observed by the AWW. 6. Does AWW have a phone number? a. Select Yes 9. Ask the user to describe the problem to you. What is the problem being faced? a. This is a problem with the ICDS-CAS application so the helpdesk will select Problem with ICDS-CAS 10. What is the problem with ICDS-CAS? a. This problem of ICDS-CAS crashing during use is not listed, so the helpdesk will select Other ICDS-CAS problem 11. Please explain the problem in detail/provide notes here: a. Provide a detailed description of the problem along with steps to replicate the issue. Remember to ask the user relevant questions like, When did you start facing this problem? b. Write down all the steps you took to troubleshoot/replicate the issue: Note: Users should only select ICDS-CAS crashes upon logging in when the app stops working at the login screen. If the app stops working when the user is inside of a form or a module, the helpdesk should select Other ICDS-CAS problem. Note: Block Helpdesk users will select the Supervisor 7. Phone number to call back the user a. Enter the AWW s 10-digit phone number 8. ICDS-CAS username a. Enter the 11-digit username of the AWW facing the issue i. Sample notes: The app is crashing while the AWW is using form. We closed all background apps, restarted the phone, synced with the server and cleared user data but the issue is still occurring. See the replication steps below: 1. Log in as user 2. Click on Home Visit Module 3. Click on Beneficiary 29 Troubleshooting Manual Block Level

30 4. Observe the error Note: Helpdesk should be as descriptive as possible so that other users can easily replicate the issue. c. Attach any image for the issue if applicable. 12. Was this issue completely resolved? a. Select No 13. Do you want to escalate/de-escalate this issue? a. If this issue requires another level s support, so select Yes 14. Which level do you want to take this issue to? a. Select the level above Note: Block Helpdesk users will select District 15. Submit the form and sync with server Note: Helpdesk users should sync with the server after they login every day and each time they escalate/de-escalate an issue Scenario 13: The AWW enters a form or a module and receives an error message or is redirected to the login screen The helpdesk should take the following steps: 1. Click on Report a New Issue in the Issue Tracker application 2. Who is facing the issue? a. Select AWW 3. Select the district/block/supervisor of the AWC facing the issue Note: Block Helpdesk users will only select the Supervisor 4. Name of AWC facing the issue a. Select the name of the relevant AWC facing the issue 5. Date when the issue was experienced by the user a. Select the date when the issue was observed by the AWW 6. Does AWW have a phone number? a. Select Yes 7. Phone number to call back the user a. Enter the AWW s 10-digit phone number 8. ICDS-CAS username a. Enter the 11-digit username of the AWW facing the issue Troubleshooting Manual Block Level 30

31 9. Ask the user to describe the problem to you. What is the problem being faced? a. This is a problem with the ICDS-CAS application so the helpdesk will select Problem with ICDS-CAS 10. What is the problem with ICDS-CAS? a. This problem is occurring inside of a form or a module, so the helpdesk will select Problem inside a form followed by Form gives an error message 11. Provide answers to the following questions: a. What is the name of the form experiencing the issue? i. Give the name of the module and the form in which the error has occurred. E.g. Home Visit Scheduler + Complimentary Feeding. If the error occurred at the module level, give the module name. E.g. THR, Growth Monitoring, etc. b. What are the steps taken to replicate the error? i. Example- 1. Log in as user 2. Go to the Home Visit Scheduler module 3. Observe that the user is directed to the login screen c. Provide a detailed description of the problem along with steps to replicate the issue. Remember to ask the user relevant questions like, When did you start facing this problem? d. Write down all of the steps you took to troubleshoot/replicate the issue: i. Sample notes: The app is crashing while the AWW is using form. We closed all background apps, restarted the phone, synced with the server and cleared user data but the issue is still occurring. See the replication steps below: 1. Log in as user 2. Click on Home Visit Module 3. Click on Beneficiary 4. Observe the rror Note: Helpdesk should provide the name of the form and the module in which the error occurred along with the replication steps and be as descriptive as possible so that other users can easily reproduce the issue and resolve it. e. Attach any image for the issue if applicable. 12. Was this issue completely resolved? a. Select No 13. Do you want to escalate/de-escalate this issue? a. If this issue requires another level s support, so select Yes 14. Which level do you want to take this issue to? a. Select the level above Note: Block users will select District 15. Submit the form and sync with server Note: Helpdesk users should sync with the server after they login every day and each time they escalate/de-escalate an issue 31 Troubleshooting Manual Block Level

32 2.14 Scenario 14: The LS receives an error message while attempting to sync her phone The helpdesk should take the following steps: 1. Click on Report a New Issue in the Issue Tracker application 2. Who is facing the issue? a. Select LS 3. Select the district/block/supervisor of the sector supervisor facing the issue Note: Block Helpdesk users will only select the Supervisor 4. Date when the issue was experienced by the user a. Select the date when the issue was observed by the AWW 5. Does the Supervisor have a phone number? a. Select Yes 6. Phone number to call back the user a. Enter the Supervisor s 10-digit phone number 7. ICDS-CAS username a. Enter the 9-digit username of the supervisor facing the issue 8. Ask the user to describe the problem to you. What is the problem being faced? a. This is a problem with the ICDS-CAS application so the helpdesk will select Problem with ICDS-CAS 9. What is the problem with ICDS-CAS? a. The user is receiving an error messaging while syncing, so the helpdesk will select Error message upon login or sync Note: The helpdesk should not select CommCare is crashing for an example like this. 10. Provide answers to the following questions: a. Provide a detailed description of the problem along with steps to replicate the issue. Remember to ask the user relevant questions like, When did you start facing this problem? b. Write down all of the steps you took to troubleshoot/replicate the issue: i. Sample notes: The LS is unable to sync with the server. We closed all background apps, restarted the phone, confirmed that the Supervisor has signal and her data is activated and attempted to sync with the server but the issue is still occurring. The error message says (Server is taking too long to respond). Note: Helpdesk should write the exact text of the error message and be as descriptive as possible so that other users can easily reproduce the issue and resolve it. c. Attach any image for the issue if applicable 11. Was this issue completely resolved? a. Select No Troubleshooting Manual Block Level 32

33 12. Do you want to escalate/de-escalate this issue? a. If this issue requires another level s support, so select Yes 13. Which level do you want to take this issue to? a. Select the level above Note: Block users will select District 14. Submit the form and sync with server Note: Helpdesk users should sync with the server after they login every day and each time they escalate/de-escalate an issue 2.15 Scenario 15: The ICDS-CAS application freezes while the LS is using it or it takes several seconds to swipe between screens The helpdesk should take the following steps: 1. Click on Report a New Issue in the Issue Tracker application 2. Who is facing the issue? a. Select LS 3. Select the district/block/supervisor of the sector supervisor facing the issue Note: Block Helpdesk users will only select the Supervisor 4. Date when the issue was experienced by the user a. Select the date when the issue was observed by the AWW 5. Does the Supervisor have a phone number? a. Select Yes 6. Phone number to call back the user a. Enter the Supervisor s 10-digit phone number 7. ICDS-CAS username a. Enter the 9-digit username of the supervisor facing the issue 8. Ask the user to describe the problem to you. What is the problem being faced? a. This is a problem with the ICDS-CAS application so the helpdesk will select Problem with ICDS-CAS 9. What is the problem with ICDS-CAS? a. The application is working slowly or freezing, so the helpdesk will select ICDS-CAS is slow Note: The helpdesk should not select CommCare is crashing for an example like this. 10. Provide answers to the following questions: a. Provide a detailed description of the problem along with steps to replicate the issue. Remember to ask the user relevant questions like, When did you start facing this problem? b. Write down all of the steps you took to troubleshoot/replicate the issue: 33 Troubleshooting Manual Block Level

34 i. Sample notes: The app is slow. We closed all background apps, restarted the phone, and force quit the ICDS-CAS app but the issue is still occurring. The app is freezing in the Growth Monitoring module. c. Attach any image for the issue if applicable. Note: Helpdesk should confirm that all background apps have been shut down and be as descriptive as possible when entering notes so that other users can easily reproduce the issue and resolve it. Helpdesk should add details of the module/form name in which the error is occurring. 11. Was this issue completely resolved? a. Select No 12. Do you want to escalate/de-escalate this issue? a. If this issue requires another level s support, so select Yes 13. Which level do you want to take this issue to? a. Select the level above Note: Block users will select District 14. Submit the form and sync with server Note: Helpdesk users should sync with the server after they login every day and each time they escalate/de-escalate an issue Scenario 16: The AWW is unable to remove a beneficiary from a household The helpdesk should take the following steps: 1. Click on Report a New Issue in the Issue Tracker application 2. Who is facing the issue? a. Select AWW 3. Select the district/block/supervisor of the AWC facing the issue Note: Block Helpdesk users will only select the Supervisor 4. Name of the AWC facing the issue a. Select the name of the relevant AWC facing the issue 5. Date when the issue was experienced by the user a. Select the date when the issue was observed by the AWW 6. Does AWW have a phone number? a. Select Yes 7. Phone number to call back the user a. Enter the AWW s 10-digit phone number 8. ICDS-CAS username a. Enter the 11-digit username of the AWW facing the issue Troubleshooting Manual Block Level 34

35 9. Ask the user to describe the problem to you. What is the problem being faced? a. This is a problem with the ICDS-CAS application so the helpdesk will select Problem with ICDS-CAS 10. What is the problem with ICDS-CAS? a. This is a problem with a beneficiary/form, so the helpdesk will select Problem inside a form followed by Form gives an error message 11. Provide answers to the following questions: a. What is the name of the form experiencing the issue? i. Give the name of the module and the form in which the error has occurred. E.g. Household Registration + Add/Remove Member. If the error occurred at the module level, give the module name. E.g. THR, Growth Monitoring, etc. b. What are the steps taken to replicate the error? i. Sample steps: 1. Log in as user 2. Go to the Household Management module 3. Select family from the case list 4. Select beneficiary 5. Select Yes to remove beneficiary, submit the form and observe the error message c. Provide a detailed description of the problem along with steps to replicate the issue. Remember to ask the user relevant questions like, When did you start facing this problem? d. Write down all of the steps you took to troubleshoot/replicate the issue Note: Helpdesk should confirm whether or not the AWW has changed the birth date of the beneficiary. e. Attach any image for the issue if applicable. 12. Was this issue completely resolved? a. Select No 13. Do you want to escalate/de-escalate this issue? a. If this issue requires another level s support, so select Yes 14. Which level do you want to take this issue to? a. Select the level above Note: Block users will select District 15. Submit the form and sync with server Note: Helpdesk users should sync with the server after they login every day and each time they escalate/de-escalate an issue. 35 Troubleshooting Manual Block Level

36 Troubleshooting Manual Block Level 36 3 USER MANAGEMENT

37 The user management section covers the process of managing usernames and passwords for the long term maintenance of ICT-RTM. User management includes creation and maintenance of usernames and passwords for accessing the ICDS CAS Dashboard and the mobile applications. All usernames will be created online on ICDS-CAS Dashboard by the CPMU two weeks before the expected delivery of devices. The CPMU will also provide a detailed document titled: ICT-RTM User Management Guidelines on username and password management for ICT-RTM closer to the delivery of phones. The document will describe in detail the roles and responsibilities at the State/ UT, district and block level. Each type of web user will have their own set of permissions to ensure that they only access data for their geography and are able to perform functions based on their responsibility. E.g. a DPO can only access data for his/her district, and can drill-down to each AWC and beneficiary in the district. The State/UT and District Helpdesk staff will also use the ICDS CAS Dashboard for accessing the Issue Tracker application as well as for executing administrative tasks like user management. 3.1 Types of users For ICDS-CAS there are primarily two types of users: 1. Mobile users: AWWs, Supervisors and Block Helpdesk users who will be using either a phone or a tablet. 2. Dashboard users: Anganwadi Services officials and Helpdesk personnel at various administrative levels who will be using a computer. 3.2 Mobile and dashboard users - username and password overview Having a secure username and password is essential for the functioning of ICT-RTM, ICDS-CAS. The mobile application captures sensitive information about households, their health and nutrition status and ensuring that Anganwadi Workers and Lady Supervisors are keeping the information safe is essential. 37 Troubleshooting Manual Block Level

38 Since each Anganwadi worker belongs to a particular Anganwadi Center and a Lady supervisor belongs to a Sector, usernames are associated with their location for ease of set-up and long term maintenance. Usernames must be unique and passwords must be strong. For dashboards, since there can be many users at a State/UT, district or block level, usernames will have to be developed according to their role/title abbreviation along with the location. Usernames must be unique and passwords need to have the following format - 1 special character, 1 number, 1 capital letter and a minimum length of 10 characters. Examples of usernames for mobile users and dashboard users: AWW usernames will be the same as 11-digit Anganwadi Center code (E.g.: ). Supervisor usernames will be the same as their 9-digit code for the sector (E.g.: ). Block Helpdesk usernames (for Issue Tracker app in mobile devices) will be the same as their 7-digit block code (Eg ). Dashboard usernames (for State/UT, District and Block Helpdesk) will be a combination of location code and title abbreviation. For example, a username for Block Helpdesk personnel of Madhya Pradesh will be bhd ( being the block code and bhd the title abbreviation for Block Helpdesk). For more details on title abbreviations, please refer Table 2: List of roles for dashboard users. In addition to the 10 character long password, mobile users will have the functionality to update their password on first login. This ensures each mobile worker can create their own password, so it can be easy to remember and is more secure. Dashboard users can also manually change their password any time after their first login. Usernames will be of two categories based on the user type: a) For mobile users For Mobile users, the username format will be as described above i.e. 11-digit Anganwadi Center code for AWW, 9-digit Sector code for Supervisors and 7-digit Block code for Block Helpdesk. b) For dashboard users For Dashboard users, the username format will be as described above (Eg bhd etc.). They will also have appropriate roles assigned to them. The list of roles, title abbreviations and sample usernames are detailed below (see Table 2). Troubleshooting Manual Block Level 38

39 Table 2: List of roles for dashboard users Title Title abbreviation Example username Role (for dashboard users) Child Development Project Officer (CDPO) cdpo cdpo CDPO District Programme Officer (DPO) dpo dpo DPO Block Project Assistant (BPA) bpa bpa BHD Block Coordinator (Block Helpdesk) bhd bhd BHD District Project Assistant (DPA) dpa dpa DHD District Coordinator (District Helpdesk) dhd dhd DHD 39 Troubleshooting Manual Block Level

40 Troubleshooting Manual Block Level 40 4 ISSUE TRACKER MANUAL BLOCK HELPDESK

41 4.1 Objectives of the Issue Tracker user manual The Issue Tracker application will assist Block Helpdesk personnel in identifying, troubleshooting and escalating issues reported by Anganwadi Workers, Lady Supervisors and Helpdesks. The Issue Tracker application will also be used to register new hardware and distribute devices as well as record loss, return, out of service information and edit information about the devices, through the hardware management module. 4.2 Phone basics To turn the phone ON or OFF, press Power button for a long duration. The long button is for sound. Pressing on top will increase sound and pressing on bottom will decrease sound. To go back to home screen, press middle button. To go back to previous screen, press back button. Figure 15: Phone basics 41 Troubleshooting Manual Block Level

42 4.3 Phone notifications 1 4 Battery needs charging Check signal strength 2 Battery is fully charged Check Network: The more the number of bars, the better is the tower strength. The little letters next to the network show signal quality : 2G signal: E 3G signal: 3G or H or H+ 3 Battery is charging Never force the adapter into the phone. Insert it gently. Charge your phone often so it stays on during your home visit. Check the date and time of the phone. It must be correct to sync the data with the server. Figure 16: Phone notifications Troubleshooting Manual Block Level 42

43 4.4 Phone components SIM Card The small plastic card that stores the phone number and makes the connection to the phone network. This chip sends data to the server. SD Card The small chip that holds multimedia files. This is where ICDS-CAS saves and stores pictures, audio and images. Battery Must be charged to keep the phone powered. If the battery gets too low, the phone will shut down and charging take at least minutes before the phone turns back on. These phone components must never be removed from the phone. Figure 17: Phone components 43 Troubleshooting Manual Block Level

44 4.5 How to take care of your cell phone Do s and Don ts Do s Don ts Keep smart phone in a safe place when not in use. Keep phone dry. Keep it safe from rain, water and moisture. Keep it away from places like ponds, wells etc. Clean the phone regularly with a soft cloth. Charge your phone regularly. Follow the instruction in the user manual to use the phone. Do not keep smart phone in a purse or a closed container for a long time unless it is switched off. Charging mobile phone in closed space can be a fire hazard and shorten the lifespan of the phone. Do not keep the phone near the dining place. Never leave phone in the open unsupervised. It can lead to theft. Do not lend your phone to others. Troubleshooting Manual Block Level 44

45 4.6 How to start Log into the application, sync with server and view all eight modules on the modules screen Every time you log in, make sure you sync with server to see updated information if you have access to the Internet. 1. Login Screen 2. Home Screen Type 7-digit Block Helpdesk username Type password If you have forgotten the password, contact district level helpdesk Enter/Exit the application from this screen Sync with the server updates your information NOTE: Whenever you escalate/ de-escalate an issue, make sure you have synced with the server to complete escalation/de-escalation Figure 18: Login screen Figure 19: Home screen 45 Troubleshooting Manual Block Level

46 4.7 Modules What is a module? A module is a part of an application. Inside each module, there are forms to fill in about specific subject areas. This application has SIX modules and each module has a different purpose. Issue management Identify, troubleshoot and escalate issues. Forms to be filled in this module include: Report a new issue: Register a new issue reported by an Anganwadi Worker/ Lady Supervisor. Follow up with issue: Update information on the issue, follow up to resolve/ close the issue. Hardware management Register new hardware and distribute devices as well as edit information about the devices (inventory management). Forms to be filled in this module include: Register hardware: When new devices are received at the block level, Register the new devices using this form. Update hardware: Distribute hardware, record loss, return hardware to the helpdesk, record out of service information and edit information about devices. Figure 20: Modules Resolved issues All resolved issues registered/worked on by the user will be shown here. Case list tile will show the: 1. Icon representing issue type 2. Issue faced 3. Days since resolution Helpdesk should have a regular practice to look at the resolved issue module and find solutions. Troubleshooting Manual Block Level 46

47 Knowledge library Helpdesks can refer to this module for more information on resolutions to L1 issues and common troubleshooting steps. Helpdesks will select the category of issue and find basic troubleshooting steps for problems faced by the user within each category. Reports This module shows the status of issues and devices registered by the Block Helpdesk. Issues: Will show the status of issues that the user has logged/resolved/escalated from the past 30 days. Hardware: Will show the complete count of hardware the user has registered and the status of the devices (distributed, lost, out of service, etc.). My information Block Helpdesk should enter their official helpdesk phone number provided by State/ UT and update this information if the number changes at any time. 47 Troubleshooting Manual Block Level

48 4.7.1 Issue management In the Issue management module, you can report a new issue, view and search for existing issue, as well as follow up on them. Use the search functionality to search for an Anganwadi Worker, Lady Supervisor or Helpdesk facing the issue View the list of issues logged in the Issue Tracker Figure 21: Issue management If an issue is not found, you can report a new issue by clicking on Report a New Issue at the bottom of the list Troubleshooting Manual Block Level 48

49 Report a new issue Note: The Issue Tracker application is to be used for logging issues faced by the AWW or the Lady Supervisor ONLY. Part 1 - Register support request: Registering a support request means recording information about who is facing the issue, when the issue was experienced and how the issue was reported. Every time an issue is reported, whether it was a quick minor resolution or an escalation, please make sure you log it as a NEW ISSUE. In Part 1: Clicking on Report a New Issue opens a form to fill in the details of the issue that is being faced by the Anganwadi Worker or Lady Supervisor. You can then fill in information such as name of the user facing the issue, date when the issue was experienced and contact details of the user facing the issue. Figure 22: Report a new issue 49 Troubleshooting Manual Block Level

50 Part 2 Identifying the issue In Part 2: Identify the problem that is being reported by the user. It is very important to correctly identify the issue and categorize it into one of the listed choices. If you are having trouble categorizing the issue, you can spend more time talking to the user to correctly identify the problem. If you fail to identify the issue, you can then categorize it under Unknown/ undiagnosed/other problems To assist you to identify the issue correctly, the Issue Tracker application will provide you with a list of options describing the problem. Go through each option carefully and select the most relevant choice based on the issue being reported Figure 23: Identifying the issue Troubleshooting Manual Block Level 50

51 Part 3 Troubleshooting steps In Part 3: After you select the issue reported, you will be provided with step-by-step instructions to guide you through a solution. 1. Select the issue described by the user 2. Follow the recommended troubleshooting steps and solutions 3. Record the resolution status of the issue If the issue is not resolved after following the troubleshooting steps, give a detailed explanation of the problem. Also, if you are facing and unknown/ undiagnosed problem, a detailed explanation of the issue will be required. Pro Tip: Make sure to include a screenshot or take a picture of the issue. This will make it easier to resolve the problem. Figure 24: Troubleshooting steps 51 Troubleshooting Manual Block Level

52 Part 4 - Escalation In Part 4: In addition to providing basic troubleshooting and issue diagnosis, the Issue Tracker application has the provision to escalate an issue to the district level with complete details about the issue faced and reason for escalation. Make sure to give a detailed explanation in the notes for the district level to have complete information about the issue. 1. If the issue is not completely resolved, select No and proceed 2. Describe the issue thoroughly in the notes, take screenshot of the problem and select Yes when asked if you want to escalate the issue 3. Select level of escalation/de-escalation Figure 25: Escalation Note: Auto-escalation: Issues that are open and untouched for more than 5 days will automatically be escalated to higher level (Unresolved hardware-related issues will escalate after 14 days). Once a helpdesk escalates an issue or an issue has been automatically escalated, it will disappear from the user s case list and appear only in the case list of the user the issue has been escalated to. Troubleshooting Manual Block Level 52

53 Follow up with issue You can follow up on a ticket by selecting it from the list of issues. After selecting the ticket, you can view details such as ticket information and upon swiping right, you would be able to view the Issue information screen which provides detailed information on the issue. Use the Follow up with issue form to update, resolve or close the ticket. List of tickets Ticket information Issue information Issue notes Figure 26: Follow up with issue 53 Troubleshooting Manual Block Level

54 How to Follow-up on an issue? 1. Click on the Follow up with issue Form 2. View information about the issue 3. Select an option to provide an update on the issue 1. For incorrectly identified issues, select No when asked if the issue has been identified correctly 2. The issue will be removed from your phone. Report the problem again correctly using the Report an issue form Figure 27: How to follow up on an issue Note: If the issue is incorrectly identified, make sure you close the issue and then go to Report a New Issue form and log in the issue correctly. Troubleshooting Manual Block Level 54

55 Option 1: You have new information/details about the issue 1. Select new information/other details 2. Enter complete information in the notes 3. Escalate/de-escalate the issue accordingly Figure 28: New information/details about the issue 55 Troubleshooting Manual Block Level

56 Option 2: You unsuccessfully attempted to fix the device 1. Select unsuccessful attempt at fixing the phone 2. Enter the date when you attempted to fix the phone 3. Enter complete information in the notes 4. Select if you want to escalate the issue 5. Select the level of escalation/de-escalation Figure 29: Unsuccessful attempt to fix the device Troubleshooting Manual Block Level 56

57 Option 3: The issue is resolved/is to be closed 1. Select issue resolved/close issue 2. Select the issue resolved/ closed date 3. Enter details about steps taken to resolve the issue Figure 30: Issue is resolved/to be closed 57 Troubleshooting Manual Block Level

58 4.7.2 Hardware management The Issue Tracker application will be used to register new devices and distribute hardware devices as well as record loss, return, out of service information and edit information about the devices, through the hardware management module. Use the search functionality to search for hardware registered under your block View the list of devices registered under your block Register new devices under your block Figure 31: Hardware management Troubleshooting Manual Block Level 58

59 Register new hardware The Block Helpdesk shall register all the devices using the Issue Tracker application upon receipt. Note: Before registering, make sure you have the Inventory management Excel sheet provided by the district and the following information for each device: SIM Number (Optional) Mobile Number (Optional) Expected Distribution Date (Optional) Register new hardware: Whenever new devices are received at the block level, the Block Helpdesk will register the devices using the Register Hardware form. The Block Helpdesk will fill in subsequent information about the new devices like whom the hardware is being registered for, type of device being registered, brand and model of the device, IMEI/serial number and expected distribution date. NOTE: The DEVICE CODE will be automatically generated by the Issue Tracker application. Figure 32: Register new hardware 59 Troubleshooting Manual Block Level

60 Update hardware After selecting a device from the list of devices, you can view more information about the hardware like Device code, Registered user name, Hardware history and status. The Update Hardware form will be used to distribute hardware, record loss, returning hardware, out of service information and edit information about the devices. Figure 33: Update hardware Troubleshooting Manual Block Level 60

61 Distribute hardware The Block Helpdesk will use the update hardware form to distribute devices during training sessions. For devices that are unallocated, the Block Helpdesk will select Unallocated during the registration and fill in the rest of the information. 1. Select the device from the list of devices 2. Go to the update hardware form 3. Select Distribute hardware 4. Confirm the hardware distribution information Figure 34: Distribute hardware 61 Troubleshooting Manual Block Level

62 4.7.3 Inventory management The Block Helpdesk will use the update hardware form to record loss, return, out of service information and edit information about the devices. 1. Select the device from the list of devices 2. Go to the update hardware form 3. Select the information you would like to update about the hardware Figure 35: Inventory management Each time that you update the hardware information by using the update hardware form, the information is updated in the hardware history. You can view the hardware history of a device by selecting the device and looking at the information about the device. Troubleshooting Manual Block Level 62

63 Case 1: The device is lost 1. Select report loss 2. Give detailed information on when and how the device was lost 3. Confirm that the device is lost Figure 36: Device is lost 63 Troubleshooting Manual Block Level

64 Case 2: The device is out of service/broken The Block Helpdesk will then take the broken device for repair, and once the device is back, the Block Helpdesk will mark the device as returned by following the steps outlined below. 1. Select report out of service 2. Give detailed information on why the device is out of order 3. Confirm that the device is out of order Figure 37: Device is out of service/broken Troubleshooting Manual Block Level 64

65 4. After the device is back from repair, add the device to the block inventory by marking the device as returned. This will update the device information from Out of service to In Stock 65 Troubleshooting Manual Block Level

66 Case 3: Anganwadi Worker/Lady Supervisor returns hardware The device may be returned by an Anganwadi Worker or a Lady Supervisor to the Block Helpdesk if they are leaving the programme. The device may also be returned to block level helpdesk after the repair is complete. In these cases, the Block Helpdesk will record the return of the device to add it to the block inventory. 1. Select return hardware 2. Give detailed information on why the device was returned 3. Confirm that the device is returned Figure 38: AWW/LS returns hardware Troubleshooting Manual Block Level 66

67 Case 4: Permanently close the device The device may need to be permanently closed in cases where it has been stolen and likely to not be returned ever, or if it has been damaged beyond repair so that it can never be used. 1. Select permanently close the device 2. Confirm that you want to permanently close this device Note: Permanently closing the device will remove the device from your application and you will not be able to track it further. Figure 39: Permanently close the device Note: Permanently closing the device will remove the device from your application and you will not be able to track it further. 67 Troubleshooting Manual Block Level

68 Case 5: Editing hardware information 1. Select Edit hardware information 2. Update information about the device (whom the device is registered for, model no. etc.) Figure 40: Editing hardware information Troubleshooting Manual Block Level 68

69 4.7.4 Resolved issues This module displays all the issues registered/worked on by the Block Helpdesk user. The user should have a regular practice to look at the resolved issue module in order to refer to past resolutions The module categorizes the issue into five categories: ICDS-CAS related issue Hardware related issue Network related issue Dashboard related issue Unknown/undiagnosed/other issue 1. Select Resolved Issues module 2. Select an issue from the case list 3. View ticket information 4. View issue details 5. View Issue notes and resolution steps Figure 41: Resolved issues 69 Troubleshooting Manual Block Level

70 4.7.5 Knowledge library The Block Helpdesk can refer to this module for information on resolution to L1 issues and common troubleshooting steps. 1. Select knowledge library module 2. Select common troubleshooting steps 3. Select issue being faced by user 6. Follow troubleshooting steps 5. Select issue sub-category 4. Select issue category Figure 42: Knowledge library Troubleshooting Manual Block Level 70

71 4.7.6 Reports This module provide information regarding status of issues and devices registered by the user. The following reports are generated in the Reports module. Issues: (Report based on activity for last 30 days) 1. Total number of issues logged 2. Total number of issues open 3. Total number of resolved issues 4. Number of issues escalated/de-escalated 5. Number of issues open at district 6. Number of issues open at State/UT 7. Number of issues open at CPMU Hardware: 1. Total hardware registered 2. Total hardware distributed 3. Number of device marked lost/stolen 4. Number of devices out of service Remember to sync data before using the Reports module 1. Select reports module 2. Generating report on issues 3. Report on issue count 4. Generating report on hardware 5. Report on hardware count Figure 43: Reports 71 Troubleshooting Manual Block Level

72 4.7.7 My information This module is used to update the contact details of the helpdesk user in the mobile application. 1. Select My information module 2. Displays current contact details Figure 44: My information Troubleshooting Manual District Level Update contact details