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Last Updated: August 07 2020
If you're experiencing issues with Connect, the following troubleshooting steps may help you rectify the problem.
We’ve recently improved our data syncing capability so please ensure that you have the latest version of Connect installed. You can download the latest version of the app from the iTunes App Store and Google Play.
Remember to always sync all existing jobs and quotes before installing the latest version of Connect.
To test this, can you open a web page? It may sound obvious, but sometimes it's worth checking whether you are in offline mode in the Connect app, in flight mode on your device, or even if your mobile data or Wi-Fi access is turned off.
Sometimes restarting a device or switching between Wi-Fi and mobile data helps reset existing mobile connections.
There are two ways you can sync your data in Connect. On the Connect dashboard, tap Sync to sync all Connect data. Or, to sync data for an individual job or quote (also known as a project sync), simply navigate to the Submit page of the job or quote, select a status, and tap Submit.
If your workflow doesn't allow for this, return to the dashboard and do a sync of all data before continuing to the next job.
For best practice, we recommend performing a project sync each time you work in a project by selecting a status and submitting.
If you are unable to log in to Connect, please ensure:
- You are using the correct URL. Do not enter ‘https://’ at the beginning, or ‘/staff’ at the end of the URL, for example: tradeservices.simprosuite.com/.
- Your operating system is updated to the latest version. Learn more in About Connect.
- You have a mobility licence in simPRO. Learn more in How to Create Employees and How to Create Contractors.
- You have a storage device assigned in simPRO. Learn more in How to Create Employees and How to Create Contractors.
Information is shared between simPRO and Connect by syncing (with a stable internet connection). This is done by syncing all data, or performing a project sync
Your Connect settings can influence the amount of data transmitted from simPRO to your device. If you are attempting to sync your data and it’s taking too long, it may be due to a high amount of traffic on the simPRO server. You can also investigate any of the following options:
If you are attempting to sync all data and it’s taking too long, try syncing individual jobs or quotes before doing a full data sync
Remember, it's best practice to sync your projects as you work rather than once a day.
If you are unable to sync all data after syncing individual projects, please contact
Your Data Retrieval Options control how much data is retrieved from simPRO when you sync your Connect device.
If your data retrieval options are set to All (+ Archived), Connect downloads any jobs / quotes you are scheduled / assigned to for the current focus date set in the Connect dashboard (completed, invoiced and archived jobs and quotes appear in your All runsheet).
If you do not need access to this amount of data in Connect, you may wish to update your data retrieval options. For example, selecting Pending and Progress downloads the least amount of data as it is only concerned with assigned jobs / quotes / tasks either pending or in progress, or pending or in progress jobs / quotes that have been scheduled for the focus date.
If you also select the check box Also retrieve all pending/progress (Jobs/Quotes/Tasks) for other days in addition to the settings above, you download significantly more data from simPRO, as this includes details about jobs for days other than the selected focus date. We do not recommend selecting this option unless you absolutely require access to this data.
You may also need to adjust your data retrieval options depending on the network availability in the location you’re working on to ensure that your device operates as smoothly as possible. Just keep in mind that the amount of data to download is proportional to the amount of jobs / quotes / tasks (and the information related to them like cost centres, assets, audits, etc) you have been assigned / scheduled to on the focus date.
These data retrieval options are summarised below:
|Data||Applicable data retrieval option||Also retrieve all pending / progress
(Jobs / Quotes / Tasks)
for other days check box
Pending and Progress
Pend, Prog, Comp, Inv. (pending, progress, complete, and invoiced jobs)
All (+ Archived)
|Medium to high||
Pending and Progress
Pend, Prog, Comp, Inv.
All (+ Archived)
Learn more in Manage data retrieval.
Geostamping allows GPS-enabled devices to send the locations of where your field technicians updated their mobile job and quote statuses.
If this setting is set to Force in simPRO, technicians are required to have location services on to update the Start Travel and Start Work statuses in a project, as well as submitting the project status in the Submit page. This setting tells Connect to try longer to obtain a more accurate location and prevents the user from moving on to another job upon status submission until it has finished.
We do not recommend this option if your technician operates in areas with poor GPS signal (for example, obtaining a good GPS lock is more difficult indoors).
Learn more in Geostamping settings.
If hi-resolution images are not necessary, you can use Connect’s Take Photo feature in the Attachments page of a project to capture and attach photos rather than attaching from the gallery, as these are optimised to save data and upload time to simPRO.
Device-specific tips and troubleshooting
On some devices, you can close recently-used apps that may still be running in the background to improve the performance of Connect.
The way you cancel apps depends on the device and operating system version. On most iOS devices, you can quickly press the home button twice, then swipe up on the apps you wish to close.
Some Android devices, such as Samsung mobile phones, have a 'Recent Apps' button to the left of the home button. Press this button, then swipe left or right to close an app, or alternatively, tap Close All.
When using Connect, depending on your device functionality, you can enable speech-to-text to speak into your device's microphone and have it converted to text in any text field in Connect.
You can then enter your work notes, job descriptions, and other text information in Connect more quickly and efficiently by simply dictating them.
Learn more in Connect Speech-to-Text.