FAQs - Troubleshooting

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Troubleshooting


1. The location on my device is off (may show a location in Greece). What could be wrong?

The application shows your latest position update on the top of your screen when you are on the Patrol page. If you have recent GPS reading, a circle will appear in green.
1. Make sure you have full location enabled on your device's settings
2. Make sure that Wi-Fi (or GSM) is enabled
3. Press the "Locate" button on the bottom of your screen (main patrol panel). This button updates your position every time you click on it.


2. Why did i get an email for a missed scan?

1) A schedule exists on the web application having marked the "Alert by email" checkbox for that schedule- this means that you have requested to be notified by email for any scan that was out of the defined time range.

* Note that these emails are sent to Active Users of the Company (Company --> Users) provided that they are marked to "Receive Email Alerts".

Additionally, none of the guards (if more than one) to whom the schedule is assigned to made the scan within the proper time range (i.e. did not perform the scan at all, or performed it outside the schedule defined time-range).

Q: How can I check this?

A: To ensure this, access your account on the web application and check under the Events Browser: if no scan exists at all** for the target checkpoint and time-range, or a scan exists but with scanning time out of the schedule time-range, this means that the system correctly generated the missed scan alert!

** You may want to contact the Guard and see whether they indeed missed the scan, or have any unsent events on their mobile device, (most common reason for unsent events is non-adequate internet connection - Once the mobile connects to the internet again all the unsent events will be submitted to the service).

2) If you can find a scan within schedule's time range:

One of the most common reasons for getting this email even if you can see a scan event on the Events browser which is according to the schedule, is the internet connection on the guard's mobile device:
Specifically, if a guard scans a checkpoint but their device does not have adequate internet connection at the moment then the event is stored on their device, to be submitted once internet connection is re-established.

If they reconnect after the scan end time has been reached, then the system in the meantime has correctly generated a missed scan alert, since at the moment of generation no scan information was available!

Q: How can I check this?

A: To ensure that this is the case, access the Events Browser on the web application, locate the target Scan event, press on "View Details" button for the target Scan event and check the "Date Submitted" field value (see example below):

missed-scans

The submitted date is the date that the scan was submitted on the service, and should be at any point after the scan end time!

Still have questions? Contact our team (info@qrpatrol.com) for further assistance!


For more information about Troubleshooting issues regarding QR-Patrol, you can read our Web Application and Mobile Application User Guides by clicking on the links below:

Web Application      Mobile Application