FSM Mobile Troubleshooting and Tips

If technicians experience issues with Field Service Management (FSM) Mobile, ask them to try the following:

• If data appears out of date, try a manual refresh in the mobile app when the technician is online. After the technician opens the app for the first time, it automatically refreshes one time each day.

• If the Offline indicator appears, technicians can continue working. However, they must reconnect and allow changes to sync before refreshing the app. Otherwise, unsynced data is lost.

• If the upload of receipt images fails, check whether Enhanced File Security is enabled in your account. Currently, FSM Mobile doesn't support Enhanced File Security for mobile receipt uploads.

• If images display sideways in generated PDFs, note that PDF rendering can only use image orientation data for PNG images.

• Report any issues with unsynced data or other problems to the office, including the following information:

  • Technician's device and browser

  • Task and tab being used

  • Description of the issue

  This information is critical for investigating and recreating issues.

• If a technician reports missing tabs or unexpected behavior after changes are made, check whether tabs are set to be editable only at certain task statuses or after the information on required tabs is complete.

Offline and Data Refresh Basics

FSM Mobile supports offline use for some functions. However, when technicians are offline, they can't work with remote tabs and fields that send requests to NetSuite.

Keep the following in mind:

• The Offline indicator displays when a device can't connect to the internet or when cloud services are unavailable.

• The Refresh Data button reloads task data from the cloud when technicians are online. When they're offline, this button isn't available. The data is immediately refreshed and any unsynced data is lost. Users should always wait until all post offline syncing has completed before refreshing the mobile app.

• When technicians open the app, it may refresh automatically if the last refresh occurred on a previous day (based on the account time zone).

Supported Browsers and Devices

FSM Mobile is a progressive web application for touch-enabled devices, such as phones and tablets, that run a supported browser.

The browser search bar shouldn't be visible to technicians when they're using the mobile app. If they can see the browser URL field, it means the app isn't installed correctly. They should stop their work and seek assistance to install the app correctly.

FSM Mobile is supported on the following browsers:

• Google Chrome

• Microsoft Edge

• Apple Safari

Related Topics

• Field Service Management Mobile
• What Technicians Can and Can't Do in FSM Mobile
• FSM Mobile Screens and Tabs Overview
• FSM Mobile Workflow

General Notices