Troubleshooting Jobs Not Sending Back to BigChange from the BigChange App on a Device

This article provides troubleshooting advise for jobs not sending back to the BigChange system from the 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 back to the BigChange system from the App.

✓ The resource's "Resource License" must be set to "Active for BigChange" or "Resource is sub-contractor".

✓ 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 send back to the site.

✓ The resource must be signed into the App for data to be sent back.

Android Devices

Check if the BigChange App is up-to-date.

Check if the device's OS is up-to-date.

Check that the device has a data connection (Mobile data / Wi-Fi) - note that the signal strength must be adequate also.

Sign out and sign back into the App.

Restart the device by turning it off and then back on.

When signed into the App, go to 'Settings' and review the following:

ServerInboxService:

is Connected?
- We want this to be "True" as this means that the App is connected to the server.
retryList
- This shows the number of items that are in the queue to send (every bit of information is treated as a separate data point that requires sending).
errorList
- Indicates that there may be an error therefore, please contact our Support team.

If the resource is using a device NOT provided by BigChange, please ensure that the resource is associated with an App serial key. If the resource is not associated with an App serial key, the key may have been reset (cutting the connection between the app and the site) and therefore, the data is lost.

iOS Devices

Follow the same steps outlined above for Android devices. For iOs devices specifically, we recommend restarting the device by turning it off and then back on again. This action often resolves this behaviour with iOS devices due to how iOS behaves.

Unable to Resolve?

If after following these steps the jobs have not synced back to the site and you can ensure that the resource has a good connection to a source of data, please raise this with the BigChange Support Team. Please obtain a screenshot from the resource's device before contacting the BigChange Support Team

Conclusion

By following the steps outlined in this article, you should be able to troubleshoot and resolve issues with jobs not sending back to the BigChange System from the app. If the issue persists, contact BigChange support with the necessary details for further assistance.