The following questions are a general guide to researching some of the common issues affecting MSCrew.
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If this is true, then MSCrew may have an issue itself or be out of sync with MoversConnect. To confirm if this is application issue or not, check the following within MoversSuite Administration:
Are all processes active? If the issue is uploading order data or documents, then verify that the identifier “UPMOV” is active and/or check it error log.
Use this tool to see if there are any errors communicating with MoversConnect.
Verify that MSCrew is active and perform a “Verify/Synchronize all mobile data with MoversConnect.” This will ensure that MoversConnect is able to communicate with mobile users as well as with MoversConnect.
If the issue involves settings that changed recently, then perform the above verify/sync and then ensure that all users log out of the app on their devices and log back in. If the issue persists, check the error logs.
If the issue is with specific users, then you can view the log to verify that they are indeed able to be recognized by MoversConnect.
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Is the issue occurring on a small number of devices? |
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The first thing to do in this situation is to have users log out and back into MSCrew to see if that addresses the problem.
If the issue continues then is it possibly related to a particular device type or model?
Check to see if the device is compatible or not. Do this by comparing the device information to what is shown through either of the following app stores for compatibility. Below are some common ways to obtain this information.
Android: Check Google Play for compatibility information. iOS: Check Apple’s App Store for compatibility information.
Get information on the device, which includes version, model, and serial number.
Android: Settings > About phone/device iOS: Settings > General > About
Lastly, check the version number of the MSCrew app to verify that it is the most recent available.
Android: Settings > Apps > MSCrew iOS: Settings > General > iPhone Storage > MSCrew
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What does Support need to assist me in troubleshooting? |
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If you have gone through the above questions and checked the various scenarios and solutions, then open a Help Desk ticket and provide as much of the following information as possible to assist Support in assessing your situation.
•Device information for some or all devices having an issue. •Username of the people having issues. •Detailed description of the issue along with exact wording that appears on the screen or images. •Date and time when the issue occurred or started. •Answers to the above questions including whether or not a log out and back in of the device worked or if the Mobile Api Setup > Verify/Synchronize all mobile data with MoversConnect was performed or not.
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