Mobile applications can help and entertain us in our day-to-day lives, but can also create headaches when they do not work the way we expect or do not work at all. While many of us have our own processes to resolve any issues, the tips below may help.
We have some resources for existing error codes that indicate common issues such as not having internet access when trying to use certain functionality of ExakTime Mobile or entering the incorrect company setup code. For more information about those error codes, you can refer to the following article(s):
If you are receiving an error that is not listed above, you can try to use any of the following troubleshooting suggestions to resolve the issue.
We recommend reading through all of the suggested troubleshooting steps before attempting any troubleshooting.
Table of Contents
- Close and Reopen ExakTime Mobile
- Close All Other Apps
- Restart the Phone
- Check Device Permissions
- Check Device Storage
- Update ExakTime Mobile
- Reinstall ExakTime Mobile
- Document and Notify Support
Close and Reopen ExakTime Mobile
Similar to any other computer or mobile application, closing an application and reopening it can sometimes resolve issues.
- Double-press the Home button to show your currently open apps.
- Swipe right or left to find ExakTime Mobile.
- Swipe up on ExakTime Mobile to close the app.
- Swipe up from the bottom of the screen and stop near the middle of the screen.
- Swipe right or left to find ExakTime Mobile.
- Swipe up on ExakTime Mobile to close the app.
- Press the Recents Apps button (depending on your Android manufacturer/version, this can be a square or rectangle button) to show your currently open apps.
- Swipe right or left to find ExakTime Mobile.
- Swipe up on ExakTime Mobile to close the app.
- Swipe up from the bottom of the screen and stop near the middle of the screen.
- Swipe right or left to find ExakTime Mobile.
- Swipe up on ExakTime Mobile to close the app.
Close All Other Apps
Depending on what ExakTime Mobile is trying to do, it is possible for another application to conflict with the use of ExakTime Mobile. For example, if ExakTime Mobile is trying to take a Facefront photo, but another application is already using the front-facing camera, ExakTime Mobile may encounter an error when trying to use the camera as well.
- Double-press the Home button to show your currently open apps.
- Swipe right or left to select an app.
- Swipe up on an app to close it.
- Swipe up from the bottom of the screen and stop in the middle of the screen.
- Swipe right or left to select an app.
- Swipe up on an app to close it.
- Press the Recents Apps button (depending on your Android manufacturer/version, this can be a square or rectangle button) to show your currently open apps.
- Swipe right or left to select an app.
- Swipe up on an app to close it.
- Swipe up from the bottom of the screen and stop near the middle of the screen.
- Swipe right or left to select an app.
- Swipe up on an app to close it.
Restart the Phone
Like other electronics or applications, turning off your device and on can resolve oddities. This is commonly done on Android and iOS by pressing and holding the power button for a couple of seconds. The option to turn off/restart the device should appear. After restarting your phone/tablet, open ExakTime Mobile and try to use it as normal. If the issue persists, try to turn off the device using the "Turn Off" option, and turn it back on. While this may sound like restarting a device, the OS may have different internal processes between restarting and turning off.
If you are still encountering issues, try to go through the steps above to Close and Reopen ExakTime Mobile and Close All Other Apps. Newer phones/tablets will try to retain recently used apps so you can continue using your apps after restarting your device.
Check Device Permissions
As ExakTime Mobile requires permission to use features/sensors of a device (camera, storage, location data, etc.), if ExakTime Mobile is unable to access a feature/sensor, it can result in unexpected behavior with ExakTime Mobile.
For more information about device permissions, you can refer to the following article.
Check Device Storage
Certain actions/features of mobile apps can rely on your device storage such as when taking or saving pictures. If your device has reached its storage limit, it can result in unexpected behavior. For example, when ExakTime Mobile tries to take a photo, if there is no available space, ExakTime Mobile cannot save the photo and/or show an error. If you do not have any extra storage space, try to make some room by uninstalling unused apps or deleting unused files.
Update ExakTime Mobile
If your copy of ExakTime Mobile is not already on the latest version, try updating it to the latest version. Newer versions of ExakTime Mobile can include updates for bug fixes or make adjustments to accommodate new requirements/protocols such as from Android or iOS.
If you or an affected employee are unfamiliar with updating ExakTime Mobile or updating Android/iOS, you both refer to either of the following articles:
- Minimum Android & iOS Version for ExakTime Mobile
- Checking Current Version and Updating ExakTime Mobile
Reinstall ExakTime Mobile
Potential Data Loss When Reinstalling
Reinstalling ExakTime Mobile should ONLY be done for new installations or if you are okay with potentially losing data. Uninstalling ExakTime Mobile on some devices can result in data being deleted, which includes unsent data such as field notes or time records and logs.
There are situations where a file/data an application uses can become corrupted, missing, etc. for any number of reasons and cause the application to behave unexpectedly. In these instances, reinstalling the application may resolve these issues. Reinstalling an application should only be a last resort and is not generally advised as it can result in losing data and deleting any generated logs that Arcoro support would need to refer to for troubleshooting.
The steps below can differ depending on the version of iOS.
- On the home screen of iOS, tap and hold the ExakTime Mobile icon.
- Press Remove App.
- Press Delete App.
- Reinstall ExakTime Mobile from the App Store.
The steps below can differ depending on the manufacturer/version of Android./p>
- Go to Settings.
- Press Apps or Applications (This can differ depending on the Android manufacturer/version).
- Press ExakTime Mobile.
- Press Storage.
- Press Clear Data. You may get a warning that the data will be deleted permanently. Confirm the data deletion.
- Go back and press Uninstall.
Document and Notify Support
If you are still experiencing trouble with using ExakTime Mobile despite trying all the suggested tips above (barring reinstalling ExakTime Mobile), please document all actions leading up to the issue, how your device responds to the error (ExakTime Mobile freezing, force-closing, etc.), and what you have already done to troubleshoot. The more information provided to Arcoro support, the faster we can help you.