Only follow the steps listed below when instructed by Arcoro Support staff.
In the event of encountering an issue when using ExakTime Mobile, it will be necessary to gather additional logging information for us to review and help determine the root issue. ExakTime Mobile logs a majority of interactions and errors from the past 14 days.
Keep in mind that uninstalling ExakTime Mobile may also remove any useful logs. If you had recently uninstalled ExakTime Mobile, you may need to recreate the issue you were experiencing so it is included in the logs.
- Recreate the issue, if possible, so it can be logged for ExakTime Mobile.
- Press the three lines in the top left to open the Menu and press Help.
- At the bottom of the Help screen:
- Note the Device/Install ID.
- Press Support.
- Press 11121 on the number pad.
- After a moment, the logs will be sent and you will receive a case number. Keep an eye out for the case number as the message placement differs depending on your version and can disappear after a short period.
- Provide the Install/Device ID and case number to the support agent you are communicating with. The support agent will provide any next steps and what to expect as we continue to assist you.