Application Issues after iOS Update

Krishna Sri Satakarni
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Overview

Mobile Workers cannot use their application after an iOS Update on their iPhones.

Diagnosis:

  1. There was an iOS Update on their iPhone / iPad.
  2. After the iOS update, you have noticed one or more of the Issues listed below:
    • Unable to Activate the Mobile Application.
    • Unable to Start Shift, the Start Shift button gets clicked but doesn't do anything beyond that.
    • Application Freezes, while using it
    • The Job List is empty, even if you have jobs assigned through the Web Portal.
    • The Form List is empty, or you cannot open any forms (users sometimes call this Surveys). 

Prerequisite:

You need to have an account with Company Administrator, Super User role, or a custom role with access to deactivate Devices. [In cases where Deactivation of Device or Retrieving the PIN Number is not required, the solution can be implemented by the Mobile Worker himself].

Solution:

This is caused by the iOS Update which is causing inconsistency in the configuration data of the Field Force Manager application on the Mobile Phone.

There are two solutions for two different situations.

First: In case the worker cannot get past the activation screen, receiving the message "This Phone Number is already in use on another device. Please deactivate the device currently in use.":

  1. Ask the Mobile worker to Uninstall the Field Force Manager mobile app.
  2. Deactivate the specific Device and ensure to check the "prompt the worker to enter PIN".
  3. Retrieve the PIN Number of the Device and provide it to the Worker
  4. Ask the Mobile Worker to Install the Application.
  5. Make sure the Field Force Manager mobile app permissions are properly set:
    • Open iPhone Settings
      Settings.png
    • Scroll all the way to the bottom until you see "Verizon FFM". 
    • Tap on it, a new screen will pop up, on it, you should ensure that: 
      • Location access is set to "Always".
      • Background App Refresh is turned on.
      • Cellular Data is turned on.
  6. Ask the Mobile worker to Activate the Mobile Application with the Phone Number and the PIN Number Provided.

Second: If the Mobile Worker can get past the activation screen, but the features do not work, and it wouldn't require a Company Admin/Super User:

  1. Have the Mobile worker Perform a Clear Activation on his device.
  2. Ensure that the Mobile Worker does not activate the app again, till he completes the following steps.
  3. Uninstall the Field Force Manager mobile app.
  4. Install the Application from scratch.
  5. Make sure the app permissions are properly set:
    1. Open iPhone Settings
      Settings.png
    2. Scroll all the way to the bottom until you see "Verizon FFM". 
    3. Tap on it, a new screen will pop up, on it, you should ensure that: 
      • Location access is set to "Always".
      • Background App Refresh is turned on.
      • Cellular Data is turned on.
  6. Retrieve the PIN Number of the Device and provide it to the Worker
  7. Ask the worker to Activate the Mobile Application with his Phone Number and the PIN

Testing:

  1. The Mobile Worker should be able to Activate his Mobile Application.mceclip3.png
  2. When the worker clicks on the Start Shift button, the Shift starts.mceclip2.png
  3. The mobile worker should be able to work on all the features of the Mobile App including those that were not working before.

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