Install the application via
the Google Play Store:
Install the application via the
If you are still unable to receive notifications, try the following steps to further
Once selected, make sure "Allow Notifications" is on, as shown.
You can also allow the notifications to show in
Notification Center, as well as on the Lock Screen.
If you are still unable to receive notifications,
try the following steps to further troubleshoot:
To troubleshoot devices not tracking, check the following:
Verify that Location Services are enabled for the device, as well as for the Encore application.
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.
If you are not able to log in to the app on their device, check the following:
Alternatively, you can also reset the password using the 'Forgot password' link on the login page of the web portal.
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.)
Like with most GPS-based applications, normal usage of Encore can result in increased battery usage. If you ...
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.
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.
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.
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:
Outside of the above scenarios:
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.)
If you are having problems with viewing the time entry report from the web portal:
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 Encore web portal, you are going to look for the "Administrative" tab and expand the selection.
Once expanded, you will see a selection called 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.
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.
Go to "Email settings" and verify that the desired email address is in the email list.
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.
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