JobWatch - Jobs not Sending to Device

  • Updated

 

Introduction


This article details triage steps for jobs not sending to a resource's device.

 


 

DO NOT UNINSTALL / REINSTALL JOBWATCH. PLEASE READ AND COMPLETE THE STEPS OUTLINED IN THIS ARTICLE OTHERWISE DATA WILL BE LOST AND CANNOT BE RETRIEVED.

 


Pre-Requisites

  • The resource's 'Resource Licence' must be set to 'Active for JobWatch' or 'Resource is subcontractor'.
  • The device must be connected to a source of data (Mobile data / Wi-Fi) - Note that the data signal strength must be adequate for the jobs to be received by the device.
  • The resource must be signed into JobWatch for data to send to the device.

 


Triage Steps

 

1. Is the device provided by BigChange?

  • If yes, proceed to step 2.
  • If no, check if the resource is associated to an App serial key and that that App serial key has an 'Activation date'.

2. Ensure the resource is logged in to the JobWatch application.

3. The resource's 'Resource Licence' must be set to 'Active for JobWatch' or 'Resource is subcontractor'.

4. Check if the resource is linked to a web user.

  • If yes, check if the web user or the web user's group has any restrictions that could stop the job from being sent to the resource's device.
  • If no, proceed to step 5.

 

5. Check the General Account Settings on the site for 'Number of hours jobs appear on device before their planned start time'.

6. Check if there are any worksheets added to the job which have either:

  • Completion time for back office
  • Completion time on booking site

... and that neither of these are NOT set to 'Before sending'. If it is, the worksheet MUST have all mandatory questions (if there are any) completed before it will send to the resource's device.

7. Confirm that the device has mobile data and is sending / receiving data. You can check for symbols such as H, H+, 3G or 4G on the device which indicate that the device is sending and receiving data.

  • If there is no mobile data, ask if they can connect to Wi-Fi as it could be a connection issue
  • Review the device's settings to determine why the device is not receiving mobile data.

 

8. If connected to mobile data or Wi-Fi and still not receiving jobs onto the JobWatch application, resend the jobs by changing the scheduled time by a minute (this action prompts the system to resend the job's data as there has been an update).

9. Ask the resource to log out and back into the JobWatch application.

10. Attempt a FORCE SYNC on the device which is found in Sign into JobWatch > Settings > Version

11. Schedule a new job to the resource and check if it has been received.

Note:  If resource is using an iOS device it is known that restarting a device can fix these issues.

Unable to Resolve?

 

If after following these steps the jobs being received on the device and you can ensure that the resource has a good connection to a source of data, please raise this with the BigChange support team.

 

 

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