Install the application via the Google Play Store:

1. Search for Encore in the Play Store.
2. Select the Install button to download and install the application.

Install the application via the iTunes Store:

1. Search for Encore in the App Store.
2. Select the Install button to download and install the application.

The first step is to go into the settings on the device and locate the application manager.	Next, locate the Encore application in the application manager.
Select "Notifications" from the Encore App info.	Make sure "Allow notifications" is checked.

If you are still unable to receive notifications, try the following steps to further troubleshoot:

1. Confirm that you are in coverage by opening a browser to check if phone connects to the web.
2. If you are in coverage, return to the application.
3. From the application menu, choose Log Out.
4. On the login screen, enter user password and select Sign In.
5. Using the web application, go to Messaging and send a message to your handset.
6. Application icon should come through in the notification bar at the top left of the handset.
7. If notifications are still not being received, from the main screen, tap Menu > Send Debug.

To troubleshoot devices not tracking, check the following:

1. Confirm that the GPS add-on license has been assigned to
   the user in question, using the web portal.
   
   (From the web portal, select Administrative, then Users.)

Check location settings on device to ensure that the app has permissions to use the device hardware. (Confirm that the location services are on and the mode is set to "High Accuracy.")

Verify that Location Services are enabled for the device, as well as for the
TeamWherx application.

1. Verify tracking history of the device within the web portal. Document
   any examples found in history.
2. Document all symptoms and troubleshooting done, then escalate the issue to
   Actsoft to work with Development towards a resolution.
3. Select the menu option from within the app on the device, then choose send
   debug from the drop down menu.

Note: This will automatically send the debug log to Actsoft’s QA department once
they select the option. Make sure that you have noted the date and time the logs
were sent, along with the Company ID (if possible) to assist Actsoft’s QA team with
ensuring they are looking at the correct log submission.

I am unable to log in to the TeamWherx app installed on my device.

If you are not able to log in to the app on their device, check the following:

1. Use the web portal to verify you're active.

Confirm that the email address and password entered during login attempt were entered correctly. Use the Forgot password link from the login screen of the device app to reset password. (On Android devices, confirm that the Location Services are on and the mode is set to "High Accuracy")

Alternatively, you can also reset the password using the 'Forgot password'
link on the login page of the web portal.

I was logged in to the Encore app on my device, but when I attempt
to submit a form, I get an error telling me my session has expired.

The above error is caused by another device being logged in to
their account using the same login credentials. To fix the problem:

When users log in to Encore, a token is generated that is renewed every
hour for as long as the user is logged in. If another device is logged in to
the account using the same login credentials, the second device to log in
will receive the updated token, which means that the session will time
out for the first device that was logged in. (It may take up to an hour for
the first user to receive the timeout error.)

1. If you received a timeout error, simply log back in to the
   Encore app on their device. This should generate a new token, which
   should return the access to their device.
2. If possible, be sure to also log out of the second device to ensure
   that no more conflicts come up.

When I change the status of a dispatched order from the TeamWherx app, the status change does not appear on the Encore web portal.

Determine whether this is affecting all users or specific users.	Access the submission history to see if the form submission is completed, pending, failed, or just not showing at all.
If status is completed: Log out to verify app is logged in under the correct user name. Log back in. If user name is correct, send debug log.
	If status is "Pending": Ensure network is not the cause. If on mobile data, attempt to access any other website. If it does not load the page, then you have poor/no connection. If on WiFi, turn off the connection and attempt to change the status again. The WiFi may be preventing the change. Test status changes on your personal account. If it does not work from your account either, inform your supervisor of possible feature outage. Refer to supervisor for next steps if this is the case. Try to narrow the cause. If messages or forms are available, send message or form to determine if it relates to orders only. If tracking is enabled, is location history up to date? If statuses are still not changing, obtain logs from the user(s) and inform your supervisor of the possible escalation. Take screenshot of Pending record(s) in the submission history and send them to Actsoft support.
If status is "Failed": Expand the Failed tab and take a screenshot. On iOS: In the Submission History on the device, select the failed entry. Select the Server Result tab and either take a screenshot or notate the error. Select the Data Sent tab and take a screenshot. On Android: In the Submission History on the device, long press the failed status to open the error. Take a screenshot. (Note: scrolling may be required to view entire error) Test status changes on your personal account. If it does not work from your account either, inform your supervisor of possible feature outage. Refer to supervisor for next steps if this is the case. Try to narrow the cause. If messages or forms are available, send message or form to determine if it relates to orders only. If forms are still not being received, obtain logs from the user(s) and inform your supervisor of the possible escalation. Take screenshot of Failed record(s) in the Submission History and send them to Actsoft support.

When I submit a form from the Encore app, it does not appear on the Encore portal.

Determine whether this is affecting all users, or specific users.	Access the submission history to see if the form submission is completed, pending, failed, or just not showing at all.
If status is "Completed": Log out to verify app is logged in under the correct user name. Log back in. If user name is correct, send debug log.
	If status is "Pending": Open a web browser and search for a page to confirm the device is in coverage. If device is in coverage, try to narrow the cause. If messages or other forms are available, send message or form from the your device to determine if the issue occurs during all submissions. If new submissions remain in Pending, try to submit a form from your personal account. If it does not work from your account either, inform your supervisor of possible feature outage. If forms submit from your account, export the form that is in pending, then import it to your own account. Log in to your account on a device, complete and submit the form. If form gets stuck in pending on your account, this would point to an issue with the form. If form submits from your personal account, continue to try to narrow the issue by verifying the user history is up to date if tracking is enabled. If forms are still not being received, obtain logs from the user(s) and inform your supervisor of the possible escalation. Take screenshot of Pending records and send to Actsoft support.
If status is "Failed": Expand the Failed tab and take a screenshot. Send to Actsoft support. Try to narrow the cause. If messages or other forms are available, send message or form from the user’s device to determine if the issue occurs during all submissions. If new submissions also fail, try to submit a form from your personal account. If it also fails from your account, inform your supervisor of possible feature outage. If forms submit from your account, export the form that is in pending, then import it to your own account. Log in to your account on a device, complete and submit the form. If form gets stuck in pending on your account, this would point to an issue with the form. If forms are still not being received, obtain logs from the user(s) and inform your supervisor of the possible escalation.

Excessive Battery Drain:

Like with most GPS-based applications, normal usage of Encore can result in increased battery usage.
If you ...

A) ... have just started using the application:

In this case, what we want to recommend is the normal handset best practices for battery
longevity and maintenance. This is typically a case where you have installed the application on
your phone and noticed that your battery life has decreased more than what you're used
to. While we do not recommend using power management to maintain battery life, as it could
possibly disable the application, we do want you to be mindful of how you are using the device
during work hours. Good questions here are: Is the screen brightness maxed out? Are there any other
applications currently active on the device? Have you been moving around more than usual today?
Be mindful of the fact that with Encore, we use intelligent tracking, which is movement-based, and the algorithm differs by platform, among other things that go into tracking the device, like
having to use the cellular network to generate a location. Essentially, the harder it is to track the
device or send data from the device, the more battery it is inherently going to use. Good practices for
users, in this case, are to avoid using apps that aren’t business critical during business hours, carrying
a spare battery or charger, trying as hard as you can to stay in good coverage and/or WiFi, and when
not in use, keep the screen off. It’s also a good idea to keep the screen brightness lower than the
maximum setting.

B) ... move around quite a bit:

The previous answer leads into this. The more you move, the more the device is going to track.
If you are moving around more than usual, you may not be ready for a sharp drop in battery life.
Most of the time while using intelligent tracking, any time movement is detected, the device goes into
calculating whether or not tracking should even be initialized. This, of course, consumes battery. If this is the case,
view device history, and see if there were more tasks performed on that day than on any other day. Aside
from this, the same steps as the above apply with regard to coverage, app usage, and tasks.

C) ... are experiencing a hardware issue tied to the device or the battery:

This is a more unique situation in which you may be experiencing battery
drainage more so than other users that you may have on the account. Because the application is so
global, there is a chance that you installed the application on one or more older
devices that don’t meet spec. Easy ways to identify this are to compare battery levels
with other users that have a similar device and have similar usage of the device. It may be here that
you notice that your device falls more in line with one of the first two options. However, if
your device is doing something outside of the norm, it’s a good idea to speak with
the customer experience team for device evaluation. In a typical environment, the older a
battery is, and the more it’s used, the quicker it will discharge.

I am unable to log in to the Encore web portal.

There are a couple of common scenarios where a customer could be getting an invalid login credentials error message when they attempt to log in to the web portal: Either the email address and/or password were entered incorrectly. Double check the spelling for each and enter values correctly). The email does not exist in the system as a valid login. (Create a user for that login and assign them a role that gives them access to the web portal).
	Outside of the above scenarios: Verify that the email address and password were entered correctly. Verify that the login is valid and is assigned a role that permits you to log in to the web portal. (Administrator or User) Use the Forgot Password link from the login page to reset your password.

I am looking for help using some of the different features on the website.

If you're seeking help/training on using the site, we have compiled all of the necessary resources
into the help sections within the site.

You can find help by selecting the View Tutorials button at the top right area of the website, directly beneath the sign out button.
	Alternatively, every area of the site should have its own pop-out help guide directly related to the area of the site being viewed.
For example: (Overview page)	(User Activity page)
You can then select to view "More Information" on that particular section: (This provides a text-based guide to all of the information displayed in the corresponding section.)
(Dispatching Dashboard page)
	Or, you can elect to “Watch a video” explaining that particular section. (This provides a video tutorial covering all of the information displayed in the corresponding section.)

I do not see any time entry data from my users when I log into the web portal.

If you are having problems with viewing the time entry report from the web portal:

1. Determine if you have any pop-up blocker software installed.
2. If you do have a pop-up blocker installed, remove or disable it.
3. Try a different browser (if possible).

Once you have logged in, click 'Administrative' on the left side of the page.

Add a new user by clicking 'Add' in the upper right corner.

Now you can choose the role of your user. For example Administrator has full access to the website, as well as the app.

Mobile-only is primarily for users that will be tracked and will install the app on their device.
(This user will not have web access.)

A User is someone who can access the web and monitor users, as well as install the app on their device.

After you have chosen a role for your user, complete all fields (the user name must be unique for each user) then click 'Add' to save the information.

Once logged into the TeamWherx web portal, you are going to look for the "Administrative" tab and expand the selection. Once expanded, you will see a selection called users. Select "Users"

You are now looking at your list of users.

Select the user you are attempting to add a license to by selecting the "Edit" button as shown in the screenshot below.

Once in the edit screen you will see Activate and Manage add-ons. Expand that field and you will see GPS Tracking. Select 'Active'

You can also add licenses by going back to the users screen and selecting the "Assign licenses" button.

When you select "Assign licenses" it will take you to a screen with all of your users and the active and GPS license options.

When you check the license, that license is now assigned to that user as shown in the screenshot below.

If you have set up automatic emails in a form module, every time the module is submitted,
an email is automatically sent to the specified addresses. If you are not receiving the emails,
follow the below steps until you find the problem.

Verify in the form’s Entries page to make sure it was submitted and received. Go to Wireless forms > Module > Entries.

2. Make sure the desired email address is included in the list of addresses. Go to Administrative > Modules. Select the desired module and choose Edit.

Check your spam filters or junk email. If you find the email, make sure to set the Encore sender email address into your contacts to make sure it is a trusted address.

Go to "Email settings" and verify that the desired email address is in the email list.

Try using a personal email address outside of your organization like Yahoo or Gmail and verify the emails are being received. If they are, then there must be an issue with your corporate email account that is rejecting the emails from the Encore sender email address. In this case you should contact your IT department or email service provider.

When you select to run a report, it will typically open in a new "Report Viewer"
window. Because it is in a separate window, make sure your pop-up
blockers are turned off.

For Google Chrome, follow the below steps:
Navigate to Google Chrome settings.
	Scroll down in the settings page until "Show advanced settings."
Select Privacy > Content settings
	Scroll down and select "Allow all sites to show pop-ups" and Done Close the settings window and run the report.

For Internet Explorer follow the below steps:

Select "Tools and Internet Options." Go to the "Privacy" tab and uncheck Turn on "Pop-up Blocker" hit "Apply" and "OK". Run the report.

For Mozilla Firefox follow the below steps:

Select "Menu" and "Options." Select "Content" and uncheck "Block pop-up windows." Close the "Options" window and run the report.

First, verify the order status by selecting Dispatching > Orders

If the status is unassigned, click edit to assign the order.

Remember to save before exiting.

The header contains a quick view of orders and their current status. Click a tab to view open or completed orders.

Open will allow you to view orders that have been assigned but not yet completed

• If a user states they have not received the order on their device, have the user open the TeamWherx app, then click the three dots in the upper corner and select refresh.
• If refresh does not display new orders, have the user log out then log back in.
• If still unable to receive new order, verify that you have a good signal and are capable of transmitting data by logging in to the website or send/receive a text message.
• If order is pending, reboot your device.