Troubleshooting the Mobile App

Overview

When a caregiver or admin calls in citing problems with the app, please go through these steps with them. This list of issues helps you to identify where the user is running into trouble. 

If (only if) you cannot resolve the issue with the troubleshooting steps below, please gather the following information from the caregiver having difficulty:

• User name used
• Screenshots, if possible
• The error message, if any
• The exact point at which the failure occurred
  • For example, "I could not clock in with user name abc.123 on the mobile app Ankota Caregiver" or "I could not clock out on the page with care plan items"
• Type of phone

Troubleshooting steps

• Are you in the Ankota Caregiver app?
• Is your username correct?
  • Check with an admin to be sure you have the correct username
• Is your password correct?
  • Try resetting your password.
    • Press the forgot password button and change your password
    • Alternately, an admin can change your password to a temporary password
• Is there an update? 
  • In the app store check to be sure there are no updates waiting.
• Are you online?
  • Note that you can use the app while offline BUT you must log in at least once a day with good service to pick your visit/client data
• Is your GPS enabled?
  • Check that your GPS is enabled on your phone
  • Check that you have not pressed do not allow when asked if Ankota can access your location
• Ankota.net/employee
  • If you believe your username and password are correct, go to this web version of the app (ankota.net/employee) and log in

If all else fails, consider deleting the mobile app and downloading a new copy. Sometimes caregivers do not realize they are in an older app and it's just a quick fix. Make sure they select to ALLOW the app to track location data during first log-in.