Checklist attachement are not sent

Hi,

we sometimes see similar behavior general with sending attachments to customer, not only related to checklist attachments.

What us mostly helps is to delete the Appdata from the affected users mobile application completely and to restart application afterwards.

For One user this helped not, there it even was necessary to delete AppData from the Application and to re-install application.

I don’t know, if this can help you, but give it a try.

Regards

Torsten

Hi Laurence, 
Have the technician try manually killing the application on the mobile device (go to the app switcher and then kill the app without logging out).  Then relaunch the Astea Mobile application and go back to the Communication Diagnostics module and see if that restarts the queue processing again...just sit on that screen and watch the Outgoing Messages and Incoming Message counts...see if they move up/down at that point in time.
Thanks,
Reid

Hi Reid,

Yes, he now has this issue for more than one week and we’ve tried several times to kill the app and relaunch. Other data are sent, but attachments are still stuck in the queue. As the technician contiue using the app, the number of attachment is growing.

Hi Laurence,
Try having the tech switch from Cellular to Wi-Fi (and then kill the app and re-launch and try again), maybe one of the attachments exceeds a certain file size or something along those lines.  Also try increasing the size of MOE -10205 and see if that helps.  You can also ask the technician to e-mail one of the attachments and try uploading them from a different device (add a new activity to the same service order for a different mobile tech on the same system and have them try the upload to see if it succeeds or not).  If that doesn’t work check the Event Viewer log files on the Alliance application server (search through those and see if you see any error entries for this service order related to attachments).  Then check the mobile log files on the Mobile server and see if there are any error entries in there for this service order, that may help to pinpoint the problem.  If that doesn’t help then take a recent DB backup from their production environment and restore it in your QA environment.  Retrieve the order in the Service Order module in Alliance and add a new activity to the order that has the same checklist references, then assign that new activity to the technician and dispatch it out to the mobile device.  Then log into mobile with the same technician and complete the checklist entries and try uploading the attachments and see if they go through successfully or not (if it’s only happening for this one mobile technician then I suspect it’s something data-related).
Thanks,
Reid

Hi Reid,

Thank you. We’ll try this.

Do you know if there is any way to know how many files are waiting in the attachment queue on a device ? Cn we set some kinds of alarm on this ? 

Thank you

Laurence

Hi Laurence,
We don’t have logic on the mobile side to transmit those counts upstream at the moment (and if the mobile device is disconnected/offline meaning it doesn’t have a cellular or Wi-Fi connection to the server then the mobile technicians can still work in the application and continue to add an unlimited number of attachments locally).
Thanks,
Reid

Hi Reid,

Thank you. Actually, this issue is more complexe because the technicien has a valid connection (Service orders, CL etc are sent), but the attachments are still sutck. This is why we are looking for a solution. 

BR

Laurence

Hi Reid,

As I’ve told you by e-mail with have now other technicians who have the same issue. This issue is critical because they do need the photo. 

The attachments are not on the device itself but taken within ALLIANCE in the checklist.

No way they lose the pictures. More than 60 on the CL.

What do you recommand to help ? 

Thanks

Hi Laurence,
Are you able to recreate the issue?  Did you download/restore a recent database backup in your QA environment and log in with the same mobile technician on a similar mobile device and test using the same service orders and checklists?  I suspect there’s something in the data that may be triggering an error if it’s only related to checklist attachments.
  
You can also have one/more of the impacted technicians go to the Communication Diagnostics module and enable the debug logs toggle at the bottom of the screen (if there are client side errors getting hit during run-time that should pop up a window with red text that details the line of code that is causing the problem, that may also help to pinpoint the problem).

If you can recreate the issue please log a support ticket and attach the exact replication steps and data setup required to the call, that will help to speed the issue along with the development team.  If you can’t recreate the issue then take a look in the Alliance log files and see if there are any errors related to attachments in there.  If not then take a look in the Mobile log files and see if there are any errors in those.  You can upload those to the FTP site and I’ll take a look in there as well to see if I see anything, just give me a couple of service technician Employee ID’s and example service order numbers that they were adding attachments to at the time...
Thanks,
Reid