Mobile App Troubleshooting Steps

Troubleshooting Steps:

Step 1: Confirm App Permissions

Ask Siomara to check that the app has the correct permissions enabled:

• Go to Settings > Apps > [App Name]

• Ensure Location is set to "Allow all the time"

• Also ensure permissions for Background Data, Battery Optimization (disable for the app), and Storage are granted

Step 2: Check GPS and Location Settings

• Ensure GPS/Location Services is turned ON

• Set location mode to High Accuracy

  • Android: Settings > Location > Mode > High accuracy

  • iPhone: Settings > Privacy > Location Services > ensure it’s enabled for the app

Step 3: Restart the App and Device

• Fully close the app (force quit)

• Restart the device

• Reopen the app and try to report a pickup/delivery again

Step 4: Ensure App is Up to Date

• Go to the App Store or Google Play Store

• Check for updates to the app and install the latest version

Step 5: Reinstall the App

• Uninstall the app

• Restart the device

• Reinstall the app from the official store

• Sign back in and check if location updates resume

Step 6: Connectivity Check

• Make sure the device has a strong and stable internet connection (Wi-Fi or mobile data)

• Switch between Wi-Fi and mobile data to test connectivity

Step 7: Log Out and Log Back In

• In the app, log out of the driver account

• Log back in and check if the location and order status update correctly

Step 8: Check for Duplicate Sessions

• Confirm that the driver is not logged into the same account on multiple devices

• Logging in from multiple devices can cause syncing issues

Driver Logs Required

To assist you more effectively with this issue, we require the driver logs. You can retrieve them using either of the following methods:

Option 1: Requesting a Driver Log from Admin

1. Log in to the admin portal.

2. Go to the Drivers section and search for the Driver Name or Driver Number.

3. Select the driver and click on Request Log or Retrieve Logs (depending on system terminology).

4. Once the log is ready, download it and forward it to support.

Option 2: Retrieving Driver Logs from the Mobile App

1. Ask the driver to open the app.

2. Go to the app menu or settings.

3. Look for an option like Send Logs, Diagnostics, or Help.

4. Select Send Logs and choose to send via email. They should enter your support email or attach it to a support ticket.

5. If the app does not have this feature, instruct the driver to shake the device (if shake-to-send is enabled), or long-press the app version number to trigger the log submission screen.