Troubleshooting Jobs Not Sending to Resource's Device / BigChange App

This article will guide you through the the steps to resolve issues with jobs not sending from BigChange to a Resource's device (using the BigChange app).

Do not uninstall/reinstall the BigChange app. Please read and complete the steps outlined in this article; otherwise, data will be lost and cannot be retrieved.

Pre-Requisites

Please check the following items before proceeding with the steps below. All of these items are mandatory for jobs to be sent to a Resource using the app on a tablet or smartphone device.

✓ The resource's "Resource License" must be set to "Active for BigChange" 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 the BigChange App for data to send to the device.

Triage Steps

If all the items have been checked and successfully verified, follow the steps below to troubleshoot the issue.

1. Is the tablet or smartphone 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 it has an "Activation date".

2. Ensure the resource is logged in to the App.

3. 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.

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

5. 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.

6. 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 tablet or smartphone device is sending and receiving data.

• If there is no mobile data, 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.

7. If the device is connected to mobile data or Wi-Fi and still not receiving jobs in the app, re-send 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 BigChange app.

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

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

If a Resource is using an iOS device, it is known that restarting a device can fix these issues.

Still Unable to Resolve?

If after following these steps the jobs are still not being received on the device and you can ensure that the resource has a good connection to a source of data, please contact the BigChange support team.

Conclusion

By following these steps, you should be able to resolve most issues related to jobs not sending to a resource's device. If the problem persists, contact BigChange support for further assistance.