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General
How to check for updates of the app?
How to check for updates of the app?
Keeping the app up to date ensures access to the latest features, performance improvements, and compatibility with device functions
iOS: Open the App Store and tap the profile icon in the top right corner to view and install available updates.
Android: Open the Play Store, tap the profile icon beside the search bar, go to Manage apps and device, then tap Update all under Updates available.
What is the pending change queue and how do I fix the errors?
What is the pending change queue and how do I fix the errors?
The Uptick Workforce app is designed to function in environments with poor or no internet connection. Changes made by technicians are stored in a "Change Queue" and are sent to the server when a connection is available. Understanding how to manage this queue is essential for troubleshooting sync issues.
Overview of Change Queue Statuses
The Change Queue is divided into four sections, each representing a different stage of the syncing process:
Outstanding: Changes that are waiting to be sent. It's normal for items to be in this section. They might be waiting for other dependent changes to be sent first (e.g., a photo can't be sent until the remark it's attached to is created).
Processing: The change is actively being sent to the server. Items should only remain in this stage for a few seconds.
Awaiting Retry: The app attempted to send the change but failed, possibly due to no network connection or a temporary server issue. The app will automatically retry every 30 seconds.
Irrecoverable: The app sent the change, but the server rejected it. This can happen for various reasons, such as invalid data, permission issues, or the item being deleted on the server.
Troubleshooting the Change Queue
Here are the recommended steps for troubleshooting items stuck in each section of the queue:
Stuck in Outstanding or Processing: If changes remain in these sections for a long time and other sections are empty, it may indicate an app bug.
Resolution: Restart the app.
Follow-up: If the issue persists, go to email in the About tab to send your logs directly to our support team for further investigating.
Stuck in Awaiting Retry: If items in this section are not being sent, and the 30-second automatic retry is not working:
Resolution: Restart the app.
Understanding and Resolving Irrecoverable Errors
An irrecoverable error occurs when the server rejects a change sent by the app. These need to be handled on a case-by-case basis, as deleting them can lead to data loss. The error is often identified by a server status code in the logs.
Server: 404 (Not Found): The item was deleted on the server, or the user no longer has permission to see it. This can happen if an office user deletes subtasks or reassigns a task while the technician is working on it offline.
Server: 403 (Forbidden): This is a permission-related error. The user may not have the correct permissions to perform the action (e.g., create a purchase order). If the user should have permission, updating their permissions and restarting the app will usually fix it. If they genuinely don't have permission, the change should be deleted.
Server: 401 (Unauthorized): The user's session may have expired. Restarting the app usually resolves this.
Server: 400 (Bad Request): The app tried to send invalid data, such as creating an asset for an asset type that has been deleted on the server.
Server: 500 (Internal Server Error): This typically requires a fix from a backend developer, though restarting the app can sometimes help.
How to Delete an Irrecoverable Error
How to Delete an Irrecoverable Error
Only delete an item from the change queue if you are certain it is safe to do so, as this action is likely to cause data loss.
Locate the item in the Irrecoverable section of the Change Queue.
Delete the change (the method may vary by device, e.g., swiping).
Crucially, after deleting the change, go to the About tab and Sign-out of the app. Then sign back in. Failing to do this can cause future problems.
How to send logs to Uptick Support?
How to send logs to Uptick Support?
Navigate to the About tab and tap Email under Contact Us section. Learn more in the Access help and support article.
When are notifications sent in the app?
When are notifications sent in the app?
Push notifications are sent only when same-day changes occur, including:
A task due today is assigned or unassigned from field staff.
An appointment due today is added, edited, or deleted for field staff.
Where is the log out button in the app?
Where is the log out button in the app?
To log out, go to the About tab and tap the Logout button at the bottom of the screen.
What does the red banner and the number above the About icon mean?
What does the red banner and the number above the About icon mean?
The red banner and number indicates pending changes. To view them, go to the About tab and tap Pending Changes. This opens the Changes screen, where changes are shown as Processing, Failed, or Irrecoverable. Irrecoverable changes should be investigated, as they may result in missing data and should be prevented from recurring, get help on the workforce app.
How do I completely exit (or kill) the app?
How do I completely exit (or kill) the app?
iOS: Double-clicking the Home button or swiping up on the Home Screen opens the app switcher, where swiping an app closes it. Additional details can be found on Apple’s website.
Android: Most Android devices provide a dedicated task button or shortcut to access the task manager, which displays all active apps in a floating gallery where swiping an app off the screen closes it. For device-specific instructions, refer to the manufacturer’s support page.
What devices are supported?
What devices are supported?
The Uptick Workforce app supports a range of devices, with specific minimum operating system requirements:
iOS: Requires iOS 15.0 or later. Devices released since 2015 typically support this version. For extensive use of geospatial features, iPads or large-screen iPhones are recommended.
Android: Requires Android 7.0 Nougat (released August 2016). Recommended devices have at least 64GB storage, 8GB RAM, and a 6-inch screen; mid-to-high end devices provide the best Uptick experience (battery life, screen responsiveness, processing power). Devices with curved edges are not recommended as field users typically report these phones as being difficult to work with due to accidentally registering touches on the curved edge.
To ensure long-term compatibility, purchasing devices released within the last three years is strongly recommended.
Task
Why is the task not appearing in the app? Common reasons a task or asset may not be visible:
App filters exclude the task from the List or Map view. Reset the filters or adjust the filters manually.
The recently added task has not yet synced to the device. Navigate to the About tab and click Reload data from server.
Required Action Forms: Ensure all necessary forms like take 5 action forms are completed, as failing to do so can prevent tasks or assets from appearing.
How to refresh the task list?
How to refresh the task list?
Pull down on the task screen to refresh task data manually. This helps load recent changes or newly assigned tasks.
Do starred tasks sync across devices?
Do starred tasks sync across devices?
Starred tasks are stored locally on your device and won’t sync to other devices. If you switch phones or tablets, you’ll need to star tasks again manually.
Where to review previously raised defect quotes on the property?
Where to review previously raised defect quotes on the property?
Tap Create Defect Quote on the Finalisation tab of the task linked to the property, then tap View Past or the speech bubble icon in the top-right corner. To learn more about required permissions and steps, see App: Create a defect quote.
My tasks are not showing up or are incorrect. What should I do?
My tasks are not showing up or are incorrect. What should I do?
If your task list is empty, not showing a recently assigned task, or displaying incorrect information, it's likely a data synchronization issue.
How to fix it:
Force a refresh: Pull down on the task list screen until you see the circular arrow icon, then release. This will refresh your task data.
Reload data from the server: If a simple refresh doesn't work, you can force a full data reload.
Go to the About tab in the app.
Tap Reload data from server. This will download the latest information from the Uptick platform to your device.
Why aren't my asset compliance statuses updating on the app?
Why aren't my asset compliance statuses updating on the app?
Sometimes, the compliance status of an asset (the green 'Pass' or red 'Fail' indicator) may not update correctly on the app after servicing. This can happen for a few reasons.
Troubleshooting Steps:
Check for Pending Changes: The app may have unsynced data. Go to the About tab and check the Pending Changes section. If there are pending items, ensure you have a stable internet connection and try to sync them.
Force a Data Reload: The app might be displaying cached (old) information. Go to the About tab and tap Reload data from server to force a full refresh of all data from the web platform.
Check Asset Status: The asset may have been accidentally made 'inactive' on the web platform. Inactive assets can sometimes cause issues where servicing data doesn't save correctly. An office manager may need to reactivate the asset.
Can I filter my task list?
Can I filter my task list?
Yes. You can filter your task list by tapping the filter icon at the top of the screen. You can filter by:
Task status
Due date
Priority
Property
How to geocode a new property?
How to geocode a new property?
When a property is newly created, it may not have a geocoded address (a pin on the map):
On iOS, click Set directions on the map from the Task tab.
On Android, click the pencil icon on the map when viewing the property.
How to change the location (the pin on the map) of the property?
How to change the location (the pin on the map) of the property?
Click the pencil icon on the map when viewing the property.
Can the property image be added?
Can the property image be added?
On iOS, click the camera icon on the Task tab or when viewing the property.
On Android, click the camera icon when viewing the property.
Where to access reports and forms saved against the property?
Where to access reports and forms saved against the property?
Open a property on the task to review past reports and forms.
How to view and edit extra fields against the property?
How to view and edit extra fields against the property?
Extra fields on the property can be accessed when viewing the property on the task.
Products (Material Parts and Labour) & Pricing
Can my technician/engineer edit the sell price of a product on the app?
Can my technician/engineer edit the sell price of a product on the app?
App users can only edit the sell price of a product on the app if:
The product is not from a quote
They select a product to Use & Charge
They have the following permission on their user security group:
Can view pricing
Can change sell prices for use & charge products