The New Field App can be installed on Android and IOS devices via the device's default app store.
I can't add any materials or remarks to a work order and none of the buttons are working.
The New Field App doesn't use buttons like the Legacy app did. If you select a work order there should be three tabs in the bottom right (an i, a wrench, and a speech bubble). If you swipe the tabs instead of tapping them they will open their respective pages.
The i will bring you to the work order and customer info. After swiping the i you can select the three lines in the top right to view additional customer info pages.
The wrench will open the materials page. If you have not added any materials to the work order yet, it will bring you to the Part Selector automatically. If you have already added materials to the work order, it will display the list of materials already added and you can select the plus symbol in the top left to add more.
The speech bubble will open the Field Remarks page. You can manually type your remarks in the text field or you can select the back arrow at the bottom of your field device, to get rid of the keyboard, and select the Remarks button at the bottom to select a pre-written field remark.
I can't time in/I can't view other technicians.
A common reason we see this issue is when the technicians first start using the New Field App, they don't understand the difference between the Crew Selection list and the Time In page.
When you time into the first work order of the day, you will first be met with the Select Crew page. This page does not time technicians in. Instead, it will allow you to select the crew members that are on the job. The In and Out slider does not represent the Time In status of the technician. It represents if the technician is on your crew for the job. Select Ok to move to the Time In page.
The Time In page will show all of the technicians that are currently on the crew you just selected. Tap the In and Out slider to time them in and out of the work order.
Once a crew is created the New Field App will automatically display the same crew on the next work order for your convenience. If you need to modify your crew for the next work order, select the plus button in the top left of the Time In page. This will bring you back to the Select Crew page.
General New Field App Resolutions
- Verify your field app is up to date
Go to the app store and open the HindSite Software Field App page and select the Update button if available. Optionally, you can reinstall the app but this will delete any data that has not been synced to the office end. - Verify your field device is on the latest release (these steps may be different on your device depending on your OS version)
Android: Open the device's Settings app, scroll down to Software Update, and select Download and install. This will check for any pending updates and ask the user to install any updates if it finds any.
IOS: Open the device's settings, select General, select Software Updates. If an update is available, you will have the option to download and install it from this section. - Verify you do not have a pending Google Play system update (Android only)
Open the device's Settings app, scroll down to About phone, select Software information, and select Google Play system update. This will check for any pending updates and ask the user to install any updates if it finds any.
Invalid Password
This error appears when either the Technician ID or the Password entered was incorrect. You can find the sync settings on the field device by selecting the websync button in the top right of the daily work order list and swiping the settings cogs in the bottom right.
- Verify the Technician ID is entered correctly.
On the office end, select Go To Maint, select Employees, double click the technician's name to open their profile. Make sure to enter the Emp/Equip. ID exactly as it is on the field device. This field is case sensitive and you must also enter any special characters such as periods and dashes. - Verify the Password is entered correctly.
On the office end, select Go To Maint, select Employees, double click the technician's name to open their profile. Make sure to enter the password exactly as it is on the field device. This field is case sensitive and you must also enter any special characters such as periods and dashes.
General Syncing Issues
- Verify the field device has a working internet connection.
Open the device's internet browser and go to Google.com or any other webpage. The device will need a working internet connection to be able to sync but should not affect the tech while using the app (e.g. timing in or out, adding materials, adding remarks...) - Verify port 2875 is open.
Go to CanYouSeeMe.org, enter 2875 in the Port to Check field, and select the Check Port button. If the port is not open, please contact us so we can help resolve the issue.
Error Connecting to Server
This error appears when the field device is having issues connecting to the server. See below for common resolutions.
- Verify that the UltiDev service is running.
On the server computer, open the Services app by selecting the Windows key on your keyboard and type Services into the search bar. Open the Services app in the suggested applications. Select any of the services that appear in the app and begin typing UltiDev (usually just typing U will bring you to the UltiDev service). If the status for the UltiDev Web Server Pro service is blank, right-click the service and select Start. Once started the status should change to Running. Usually, we set this service to a delayed start so if you just restarted your server, the service will need some time before it can properly restart itself. - Verify the IPs on the field device match the office end.
You can view the sync settings on the New Field App by going to the main work order list, selecting the three lines in the top left, and selecting Sync Settings. Optionally, you can go to the main work order list, select the websync button in the top right, and swipe the settings tab in the bottom right (the tab that has the gear cogs).
To find the IPs on the office end select Help in the bottom left and select About. The IPs found in the About section are usually correct but are not automatically updated if your IPs change. If the IPs on the field device and the About section match but the device still doesn't sync, please give us a call at our mainline below.
Error Processing on Server
This error appears when the server is having issues processing the data being sent from the field device or vice versa. This error is typically an uncommon error and usually requires us to narrow down the issue. See below for common resolutions that you can try before calling us.
- Remove any emojis the user may have entered.
The webservice can not process emojis. So if the user entered any emojis, delete them and try syncing again.
Websync takes a long time or times out
If your websync is taking too long or is timing out, this is usually caused by too much data going to the field or poor connection. Below are a couple of settings you can change to reduce the amount of data sent and speed up syncing. All the settings listed below can be found on the office end by going to Maintenance and selecting Employees.
- Download Future Days
Download Future Days changes the number of future days a technician can see on the daily work order list. We typically recommend setting the Future Days to 3-5. Anything higher than 5-7 may impact sync performance. This setting doesn't affect the number of past days the technician can see. That is always limited to 3 days. - Managers Device
Managers Device allows the technician to change which technician's schedule they are viewing. It also allows a tech to help out another technician by timing into work orders, not on their schedule. Because the manager's device needs to download the other technicians' schedules, this may cause the sync to take longer. If the technician doesn't need to view other schedules, we recommend turning this setting off. - Transmit Attachments
Attachments are only sent for customers that have a work order on the technician's schedule. Once the attachment has been sent to the technician, it will be saved to their device and they won't need to download it again later. Because attachments are typically PDFs and pictures, they are typically larger than in size than most of the websync processes. If the technician doesn't need to view attachments you should disable this setting.
If none of these options fix your issue, feel free to give us a call at our mainline (888) 752-5978, email us at Support@HindSiteSoftware.com or submit a ticket through our portal.