Checklist photo attachment file missing

Does anything show when you click the “View Photo” button?  You may need to reach out to support to have this issue reviewed further.

Hi Andrew,

yes, when clicling the view photo button, the pop-up with attched file opens, but there is no file in it at all.

This tech used to have his files well attached, but for about one week, no attchment.

If the tech takes new pictures right now do they fail as well?  Try uploading pictures that are NOT checklist line photos...try it straight from the Attachments screen, click on the + icon and select the “New photo” option there.  Then check the Event Viewer log files on the back-end Alliance Application server that is processing the mobile transactions right after the attachments are uploaded, I suspect there was most likely an error during the upload of the attachment from the mobile device so hopefully there’s an entry in there to help pinpoint the problem.  Mobile Edge versions 15.3 (and higher) have the enhanced Attachment Upload retry logic which can be configured via MOE -10321so let’s work to get them upgraded to V15.3 or V15.4 to better handle these situations going forward...once they’re on that version the tech will be able to drill into the attachments on the order and click on the Upload icon to retry the upload to the server:
 

Also try uploading a couple of other file types (.docx or .pdf), anything with different file extensions.  See if those are uploaded successfully.

We had another customer who was not succeeding with uploading attachments from Mobile Edge recently.

For this customer, it was a general issue and not just checklist. It was resolved by updating them to a later version of Mobile Edge.

Reid’s suggestion to do this is a good one and please make sure the backend files are correct for the new version of Mobile Edge. (Commonly referred to as auto refresh files which have the correct DAL queries). 
 

• Attachements not uploading on service order v 15.2 (UAT)

Hi all,

Thank you for your answers.

I’ve just talked with the customer’s technician and it appears he had no error message BUT, having a look on his attachments, we saw that attachment are still “waiting” (translation may be on hold). He can’t choose to upload them.

He’s tried the refresh button, and checked but there are no message pending in the Message Queue 

 This is critical for this tech.

At the moment he seems to be the only one impacted by this issue.

Are the pictures still on the mobile device?  See if the tech can upload them directly onto the service order through the Attachment icon (then select the From File or From Album option) and see if they upload successfully from there.

Hi Reid,

How can we know if the pictures are still on the device ? There is no way for the technicien to upload them.

I’ll try to ask the customer’s technician to attach at least one picture directly on the service order, but not sure he will be able  to do so in “real life”.   

If they’re on an Android device try going to “My Files” and then drilling down into the Internal Storage/Documents/Astea/Attachments folder.  They can probably sort the entries in there by date/time to see if they can locate the pictures that were taken at that time as part of the checklist photo line.  If they can’t find the pictures there then check the Gallery.  If they’re on iOS then I’m not sure what else we can do at this point, I don’t think they can access those from the file system so let’s get them upgraded to the latest version of Mobile Edge which has the attachment retry mechanism with Yes/No/Later options:
 

Hi all,

Now, I have another case similar, but not exactly identical : I took pictures on a checklist on my mobile, just upgraded in version 15.4.

Pictures  ARE on my mobile phone (samsung A40), but are not on the application on the server. 

On my mobile phone, Checklist is passed, activity completed (resolved). On Back-Office, Activity and Demand are resolved as well 

But then having a look in the checklist on the server : 

1st picture from 1e activity CL is OK, 2 pictures from the 2e activity CL are KO (no attchment)

On the phone :

• ASTEA application : Communication parameters : nothing in the message queue for attchments
• My files on the phone / Internal storage / Documents / Astea / Attachments / Inbox : NO FILE

So what happens ? Where are my pictures on the phone ?

I’m afraid if I close the demand and remove it from the phone I’ll loose my pictures.

Thank you for your help.

Laurence

Hi,

I’m updating this old question because again our customer has a critical issue with one technician, for which photo are not sent.

We can see that he has a good connection, but attachment oundbound queue has 355 messages. 

Checklist and activity are fullfilled, but not attachment on the CL, neither on the service order.

Queue test is working well. 

We are struggle with very angry stuck customer.

Please find hereunder some screenshots to help