Like any other software platform, things sometimes don't work right as we need to go through a troubleshooting process to get to the bottom of things. There are a number of things to try, but doing so can have a HUGE impact to not only resolve the problem on your own, but also to speed up any support interaction with ServiceM8 if you can document you have done these steps, so they don't ask you to as well and muddy the waters of the conversation having you do things which have nothing to do with your issue.
If we can rule out some sort of user error to where something should be working but is currently not, there are a few items we want to check first to see if we can rule out any issues with the tools you are using (even if they have worked correctly in the past):
Mobile
- OS is Up-to-Date
- Make sure your iPhone or iPad is running the latest version of their respective OS
- If the device is older, and can not install the current and latest version, this could be a problem
- ServiceM8 App is Up-to-Date
- Ensure you are running the latest version of the ServiceM8 Mobile app
- If your device is not capable of running the current and latest version, this could be a problem
- Another step to try is to completely uninstall the ServiceM8 App and reinstall. Keep in mind this may require resetting your ServiceM8 App Settings
- Log Out and Log In
- Sounds simple, but you would be surprised
- Check Security Role
- Double check that the Security Role for the Staff Member in question has not changed
- Try a different connection type
- There could be an issue with the connection which is hard to diagnose. Try using WiFi if on a cellular data connection, or vise-versa.
- Try a different device with the same user
- Lets see if the issue is with your device by using a different iPhone or iPad and logging in there and see if the issue persists
- Try a different user on the same device
- Lets see if the issue is with your device by having a different user log in on your device and seeing if the issue persists
Desktop
- How are you accessing ServiceM8?
- Browser
- You should ONLY be using Google Chrome to access ServiceM8 via a browser. If you are using any other browser, stop using it for ServiceM8 and ONLY use Google Chrome for ServiceM8. There are aspects of ServiceM8 which will not work correctly or at all if not using Google Chrome.
- Ensure your Google Chrome is up to date
- If using a browser and having an issue, try using the Desktop app.
- If using Google Chrome, and don't have / want to use the Desktop app, try using a different browser such as Safari or Firefox. Yes, I know I said to only use Google Chrome, but this is JUST for testing to identify if there is a problem with your instance of Google Chrome.
- Try clearing your cache
- Desktop App
- If you are using the Desktop app for ServiceM8, try using Google Chrome and see if the issue persists.