In this article, we will review how to troubleshoot the Organizer mobile application on your mobile device.
Unable to Access Turf due to Unlaunched Effort
If the Worker continues to land on the login screen or they are unable to login, double check that the Effort has launched.
In order to begin canvassing, the “Launch” button in launch indicator must be clicked.
After selecting the “Launch” button, wait for your effort to launch, and begin canvassing!
In order to canvass, you MUST launch the turf by clicking the “Launch” button.
Answers Are Not Sent Back from Device
If a Worker is out in the field collecting data but doesn’t have a 3G/4G connection, they may have to force send their answers once they reach 3G/4G connectivity. You can force send from the menu in the app under the diagnostics tab.
Unable to View Certain Features or Unusual Issues
If you’re experiencing issues with the app, make sure you have the most recent update. You can check by going to the App Store on iOS (“Organizer”) or through the Play Store on Android (“Organizer”). Look up the app and the store will notify if you need to update your app.
Unable to Log In
Incorrect login is the most common cause of users not being able to login. Check and double check with your manager to make sure you login information is correct!
Check Your Data Connection
Are you able to pull up a website on the phone’s browser? Try pulling up more than one site, to make sure the phone is not just using a cached site. If you are able to navigate to a site, you have a data connection. If you are unable to do so, your phone does not have a data connection. Navigate to phone settings. Ensure that Airplane/Flight mode is turned off. Click on Mobile Network Settings. Ensure that “Use packet data” is turned on.
Current GPS Location Dot Doesn’t Show
While canvassing, the current location of device should be represented on the map by a blue dot. If you do not see the blue dot, then double check that GPS location is turned on and accessible by the Organizer app.
Map is Not Updating
While canvassing, if the map does not update to reflect visited houses (houses do not turn grey and remain green) this indicates a problem with the connection to the 3G/4G network. You can test your network connection by opening a web browser or accessing the App Store/Play Store.
Don’t See Partner’s Door Removed
This is important if you’re assigning two Workers to one turf. To ensure they don't double knock doors and are able to see what the other person in their turf has completed, make sure notifications for the app are enabled. This will update the map and app immediately after they submit a survey.
Using the Most Recent Version of the App
To verify that you’re using the most up to date version of the mobile app, go to the Apple App store or Google Play store and search for "Organizer Canvassing"
Red Exclamation Displayed When Canvasser Submits at Correct Location
When a red check displays for the entire canvass and throughout turf, it may mean that no GPS signal is being sent back to our server. This is not related to overall GPS, just whether the app is allowed to use GPS. You can find this setting in Settings> Privacy> Location Services>Organizer on iPhone.
For Workers who get mostly green checks with intermittent red checks, the GPS signal was weak in that area or perhaps they were in a building. That is normal and expected.
Keywords: can't login, wrong gps, update map, answers not updating, missing gps location, broken app