1002 App Cannot Refresh
When the app cannot refresh although internet is connected,
- Check the bundle
- Check storage capacity is enough (10%+ remaining capacity is required at minimum)
- Check battery optimize setting†https://dontkillmyapp.com/
- Uninstall app then install again
- Reboot
When the app doesn’t finish refreshing and after refreshing it begins to refresh again, it might be network error. The app will retry again on its own.†”
1004 Can Field Staff use all functions of SENRI app in offline?
Core functions can be used in offline but the following functions are available only when it’s online.
- Edit/create schedule
- Check latest payment balance
- View some past records
- Check duplication of customer name
- View Customer photo (once you downloaded, it will be stored in cache)
- Edit customer additional question
1005 Why does some users need very long time for first download although others are not?
There are some possibilities;
- Internet is unstable
- Volume of data are relatively large. Here is data consuming large space.
- # of assigned customers
- Merchandising Reports
- Additional questions (in case you set large number of questions)
- Large number of future plans
- Thus, the best way is just getting better internet connections
- However, if you have†to finish first download in weak internet connections, you erase those settings above and set up later.
- Users killed app while running download
1010 Data is not uploading after switching phones
It happens by any of the following reasons.
- Network is unstable
- Check the settings of mobile such as battery saver function and network†bundle.
- Device
- Check if the OS is killing the app.
- https://dontkillmyapp.com/
- Account
- Refresh by using different account and check if login successfully
- HDD availability
- Check you have HDD availability of more than 10%
1011 Something error occurred at refreshing
Check as follows
- Check Error Report in CS page or ask FS to share “Refresh Detail” which are in drawer menu of the app.
- Check in what situation the error occurred.
- Share the info with engineering team through trouble shooting channel on Slack
1017 How can I check all refresh history (not last refresh)?
User usage in CS pages is recorded every time field staff starts refreshing the app although whether refresh was completed or failed cannot be distinguished in this list.
1036 In which cases are un-uploaded data lost on mobile app?
- Uninstall mobile apps
- Clear data of mobile apps from android settings
- Logout and log into other users account *If you log into same user account, it will not be lost
- Logout when settings of retention period turned to immediately
- Change user group of user account
*Version update or closing mobile apps in background will not lose un-uploaded data.
1042 Why is sync incomplete although smartphone is online?
- Android OS requires 10% HDD availability so even if you are online, you cannot sync.
- Internet might be unstable.
- Download data is very huge and takes long time to complete.
1043 Does automatic sync work if mobile app is killed?
Yes, SENRI is restarted again at the time of automatic sync.
1048 Updated data are not reflecting on the app
When the data updated by manager has not been reflecting on the app, please download and refresh from the drawer menu.
If it still doesn’t reflect, please check bellows;
Customer: Customer assignment
SKU: Product assignment, Ties on Price Settings
Details are here
Visit Report Format: Tier/Field Staff assignment on Visit Report Format
Company Report Item/Competitor Report Item: Item list assignment
Plan: Deleted plans
1052 FS is unable to install app on his phone
- The phone might have the setting which restrict to download the app not distributed through Google Play.
- HDD storage is not enough to download the app. It should have more than 10%.
1053 SENRI stops working
When the app crashed or failed to open and the app stops, it needs an investigation from engineers.
Please report the following for the investigation.
- User ID
- The page where the app crashed
- What made the app crash
1054 Sales data disappeared after uploaded successfully
Basically, uploaded records created more than a week ago would disappear when refresh or logout.
Only unuploaded sales, payment and deliver with “unpaid” or “undelivered” will not disappear.
1063 Can Field Staff access to past record in offline?
In offline, Field staff can access bellow;
- Visit Reports for 1 week
- Outstanding delivery, Payment and its transactions for 6 months
- Delivered and paid transactions for 1week
1092 Do field staff have to tap refresh everytime they want to refresh?
No, they don’t need.
The app automatically refreshes every 30 minutes if the internet is online.
Also, if there are any unuploaded data created when offline, it will be automatically uploaded when it becomes online.
1151 Why is today’s data in data studio empty?
Looker studio, more precisely BigQuery as a background, syncs with SENRI only once in a day at around 3AM UTC as a default. Automatic sync can increase upto every 15mins upon request for deal, visit report, main inventory and main inventory history. *2-3 business days required to enable.
Also SENRI prepares manual sync and spec follows:
-If you run manual sync once, you cannot re-run in next 3hours.
-Manual sync usually takes 5-10mins and 30 mins at maximum.
-Manual sync is only available for visit data and transaction data but not for schedule, merchandising report, sub-inventory and customers data.
-Manual sync cannot receive data within mobile app which have not yet synced with SENRI web, thus still there are the gap between what field staff did and what Looker Studio shows.
Please communicate to product team if manual sync is required to enable.
Please note that if data transaction of one company exceeds 1TB, we may need to charge additionally. Usually every 1 table consumes 300KB-500KB everytime open reports, thus it hardly reaches.
1162 What shold we do when import failed by error 504,413?
This is also applied to errors of “we are sorry but something went wrong”.
- Files are too large so divide files upto 1000-2000 rows at minimum and try again
- Wait for 30mins at maximum and try again
1164 What is synq request?
Sync request is a function that starts the app synchronization when the following items are updated on the Web.
- News
- comment
- SKU
- Sub-inventory
- Stock request
Updates within 1 minute are synchronized together and it sends notifications to the app.
To check if the app has been successfully synced on the web, check the last sync time on Updated at in Individual Activity Report or Last Refresh at Daily Activity Summary in Dashboard.
The function works only online.
1217 What do I need check if client wants to integrate ERP with SENRI?
- If it’s online/server based or on-premise
If it’s online, go to no.2.
If it’s on-premise, check the below and go to no.3
- Brand
- If SDK is available or not. - If the ERP is within our prefixed module or not.
If it’s within the below list, cost is almost fixed although final price is determined after the database investigation.
- Navision
- Sage Evolution
- SAP Business One
If not, check API document is available
For both situations, go to no.3. - Check which info should be integrated
- order *usually with customer and product info
- inventory
- payment
- visit report
1224 What notifications are available for the mobile app users?
The mobile app can receive notifications when
- SKU has been added or updated
- News has been added or updated
- New comment has been made
- Order has been approved or declined
- Stock request has been approved or requested
- Plan has been added or updated
- Sub-inventory has been opened or updated
- Minimum First checkin time has been passed but no check in is made
- Today’s payment due
- Today’s delivery due
1230 Can we update the version of mobile app when there is unuploaded data?
Unuploaded data will not disappear but unsaved data will disappear.
In addition, if FS are in the middle of visit and the visit is not been checked out or submitted, the visit data and sales or reports made on the visit will disappear.
1231 Why the app doesn’t refresh automatically?
It might be because
- Spec of the mobile is low
- Battery optimization or battery saver is on
1232 What shall we do when the mobile app doesn’t finish update?
If you see any errors in Error Report, it is a network problem. Please find a good network and keep the app open during download.
1233 Why FS doesn’t receive notifcation for comments?
Comment function can be used with only v6.0 or higher. The mobile app needs to be updated.
