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KaceeF
Level 1

Tsheets job not switching

One of my employees was having issues with the jobs switching correctly on the Tsheets app (Android platform). We double checked that his jobs were selected on the admin side, we had him shut off his phone and close the app out and we checked for updates on the app but there were not any for the Android platform. Unfortunately, he's still having issues. He'll select the job he needs and the app will think about it but then change back to an old job at the last second. It doesn't happen every time, but often enough to bring concern. Any suggestions?

11 Comments 11
Ami_D
Moderator

Tsheets job not switching

Hi there @KaceeF! Welcome to the community. I'm so sorry to hear your employee is having difficulties with the app. It sounds to me there's probably a sync issue happening. Thanks for the detailed information on the steps you've taken so far. 

These are going to sound a bit obvious to start, but it'll give me a good foundation to help out. A few clarifying questions:

  • When using the app, is your employee connected to WiFi or using their cellular connection?
     
  • You mentioned it doesn't happen every time, but how long has this been happening?
     
  • Is your employee in a certain location when this happens? Or does the problem seem to be worse in a certain place?
     
  • In the App Settings on Android, there's a setting labeled “Restrict background data." Would you mind also confirming for me that this is turned off?

Thank you in advance for the extra info! I'm confident we'll get to the bottom of this. 

KaceeF
Level 1

Tsheets job not switching

Thank you for your help. Here are the answers to your questions:

  • When using the app, is your employee connected to WiFi or using their cellular connection?
     -WiFi
  • You mentioned it doesn't happen every time, but how long has this been happening?
     -Since last Thursday (6 days now)
  • Is your employee in a certain location when this happens? Or does the problem seem to be worse in a certain place?
     -He is only in our shop with the WiFi on when using the app.
  • In the App Settings on Android, there's a setting labeled “Restrict background data." Would you mind also confirming for me that this is turned off?
    -This was turned on. I had him turn it off. Could this be what was causing the glitching?
Ami_D
Moderator

Tsheets job not switching

@KaceeF, It definitely could have been! That's good news. It was probably an easy fix. I'd keep an eye on it and see if it keeps happening now that the setting is adjusted. If you see it again, please come back and let me know. :) We'll keep troubleshooting from there!

KaceeF
Level 1

Tsheets job not switching

Perfect! Thank you so much. I'll let you know if we have any more issues.

KaceeF
Level 1

Tsheets job not switching

Good morning! The app starting doing it again yesterday. :( Any other suggestions?

KaceeF
Level 1

Tsheets job not switching

Good morning! It happened again yesterday. :( Any other suggestions of things to look for? I double checked all the things you had asked about prior and nothing has changed.

Ami_D
Moderator

Tsheets job not switching

@KaceeF. Darn! No worries, onward to next steps! Again, apologies for any frustration or inconvenience this has caused. 

What I'd recommend next is to submit a mobile log from your employee's device. This will send a report to our Tier 2 support team with everything happening behind the scenes so that we can figure out what might be causing this. 

To do this: 

  • Open the TSheets mobile app (on your employee's phone).
  • In the bottom menu, select More
  • Select Help & Support
  • Select Report a problem
  • Fill out all of the information with as much detail about the problem as you can. It is worth mentioning that we walked through basic troubleshooting here in the forums too, so you don't need to repeat yourself. :) 
  • You can enter your e-mail or the employee's. This will be used for our support team to get a hold of you as they work on the issue. So, whoever would like to manage that communication.
  • Send!

Once sent, you can expect a response from our support team with further instructions. 

You're in good hands!

KaceeF
Level 1

Tsheets job not switching

Good morning! I sent in the request to Help & Support yesterday from my employees phone. But now my employee's phone won't allow the app to open. We've tried to delete the app and reinstall it, shut off his phone, checked for app and phone updates (his phone and the app did not have updates available), and nothing seems to be working. I have him logging in on the web browser for now but it takes extra steps for him to make it work. One of my other employees who also has an Android, had this same problem last night but he had an update available on his phone and that seemed to fix the problem for him.

sberti
Moderator

Tsheets job not switching

Hey @KaceeF, thanks for reaching out to The Community, my name is Sherissa and I am happy to help you resolve this issue.

 

From what I am hearing from our Support Team it looks like there is an issue with the Andriod App that we are aware of!

 

Their suggestion is to uninstall & reinstall the app to see if that fixes the issue your employee is having.

If it doesn't resolve the issue, just know we are working on a solution if it isn't fixed soon enough.

 

Try that out and let us know how it goes.

KaceeF
Level 1

Tsheets job not switching

Thank you! I'll let him know. We did try to uninstall the app and reinstall it and it did not work for him. I'll have him try it again just in case. 

sberti
Moderator

Tsheets job not switching

@KaceeF,

 

Awesome, I hope everything goes well with the re-install. If your employee continues to have an issue they can reach out to us as well!

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