Table of contents
Introduction
Most of the challenges employees experience with our application are often device-related rather than technical. For example, not being up-to-date with the device software or the application itself, or minor issues that resolve themselves simply by rebooting. With this article, we try to help you further overcome these kinds of challenges and are happy to guide you through our step-by-step plan for this purpose.
Step 1 - Check that the application is up-to-date
This seems like an obvious step, but if you don't have the feature to automatically update applications enabled on your device, we recommend you definitely check this.
You can always find the latest version of the app here:
CrewTip! Huawei devices are no longer supported by Google and therefore do not receive the latest Android updates. Unfortunately, this means we cannot offer any further solutions if you experience a challenge with a Huawei device.
You can find more information about this in this article:
Step 2 - Log out and restart the app
Minor glitches or an error message may be fixed by logging out and restarting the app.
CrewTip! Don't worry, no data will be lost by doing so. Just check that your device has internet connection, especially if you have just entered new data. Once you log back in with your email and password, you will find all the information as before in the app.
Step 3 - Check the device software
Next, take a moment to investigate whether the latest new software version is installed on your device. This may not seem like a big deal, but it actually is. This is because the use of an app is supported by the software version of your device.
Imagine that your device and the app you are using are like dance partners. They have to work well together to perform a great dance. When you keep your device up-to-date, you (the app) and your dance partner (the device) learn new moves and cues that make you work together. If your dance partner is outdated, he may miss the new moves and you become out of sync.
The same thing happens with your app; if your device is not up-to-date, it doesn't understand the app's new signals properly and the app may get confused or even crash.
Step 4 - Reinstall the app
To fix persistent error messages or glitches, you can completely reset the app by uninstalling and reinstalling it.
Please note, if you have an iPhone and use iCloud, you will need to uninstall the app here too before reinstalling it.
CrewTip! Again, don't worry, your data won't disappear when you uninstall the app. Just make sure your device has internet connection, especially if you have just entered new data. Once you reinstall the app and sign in with your email and password, you will find all your information as before in the app.
Step 5 - Log in on another device
If the above steps have not helped you any further, you could try logging in with another device of a family member, friend, or colleague. This will give you insight as to whether the challenge you are experiencing is tied to the device or to your account.
Contact the CrewPlanner support team
If these steps have not helped you and you are still experiencing a challenge when using our employee application, please contact our support team at [email protected] and collect the information below. This will enable our support team to help you as soon as possible.
When you open a support ticket with us, please provide the following information:
The device type and installed software version, by way of a screenshot.
The application version you have installed on your device, by way of a screenshot.
A screenshot of what you are experiencing, if possible.
Other information you believe is relevant.
With this information, we can start an investigation and help you further with your challenge in the app as soon as possible.
We hope this article has helped you!
If you still have questions, take a look at our Crew Academy first. You might find the answer in one of our articles.