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Hi,

Recently our customer faced an issue related to a cancelled order.

Looking deep in the process, we’ve discovered that the technician did not connect his app for a month. Within this month order had been cancelled, reopened and assigned to him again. 

When he has run his ALLIANCE mobile app again, he got the following error message : translation is “transaction failed” - ...A2STCO13 : this data doesn’t exist, it has been closed or deleted.

Whatever is the answer (Yes or No), the pop-up comes again and again. No way to move forward.

It looks like the app didn’t get the information that the order was cancelled.

Is there any cleansing of mobile messages which can explain that ? How can we prevent that ?

Thank you

 

Hi,

 

try to kill the app via android, delete cache of app and also app data.

Afterwards, start the Application again. You will need to enter the mobile edge link, you are using.

Normally then Mobile Edge should fetch all data new from the servers and this should solve it hopefuly.

 

Regards

Torsten

Hi Torsten,

Thank you for your suggestion which may solve the problem indeed.

The solution I found was quite similar : ask the user to clic on “REINITIALIZE” button before logging.

But now I want this issue not to occure again 😉.

BR

Laurence

There are several ways to approach this but as the tech has not logged on for a while. I would  suggest deleting the app completely from the phone and downloading the latest version from Google Play if it’s an Android device or from the App Store, if it’s an Apple device. You will need to key in the URL and select the language as an one time task. Both versions are on 3.3.1.

 

This will ensure that the latest data/tables are downloaded from the Backend.

Thank you Ugo.

My concern now is how to manage that ? Tech for this customer, don’t use the app so often, so this may happen again. Is there any parameter we canmanage to avoid this issue ? 

Of course they can’t deleted the app every time they can to use it, especially if it’s once a month !

Thank you

I think the reinitialize should be enough without deleting and reinstalling the app.  This should clear the local cache and reload the data from the server.

It doesn't look like this is possible to avoid as the solution relies on the client side.  The server cannot force a reinitialization, etc.

Hello again,

If he only logs in once a month or uses the app infrequently, then I would recommend the tech use the ‘Reinitialize’ functionality. This should suffice to clear the local cache and download the data from the server. 

Guys, customer uses the autologin parameter to help tech win time. Once the issue occures, tech is stuck with this error and can’t do nothing else than delete the app and install it again. This is not possible to keep it this way. 

We’ve seen there is in configuration a parameter “clearmobilemessagelog”. Does anyone know what it is about ? 

Thank you

 

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