Troubleshooting FireMate Mobile

Experiencing issues with your FireMate mobile app? Give these steps a try!

Contents

1. Mobile Data Sync Stages
2. Troubleshooting: Device Connectivity
3. Troubleshooting: FireMate Sync and Restart
4. Troubleshooting: FireMate Mobile Clean
5. Where to next?

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Mobile Data Sync Stages

There are three stages to a mobile data sync, with each stage representing a different step of the mobile sync process.

1. Collate Information
The app is gathering all the FireMate data located on the device

2. Send Data
The collected data is sent to FireMate. This is where the data is packaged and saved as a log, and then sent to the associated desktop database

3. Get Data
The app is retrieving the data from FireMate desktop that has been allocated to the specific FireMate mobile user.

Troubleshooting: Device Connectivity

Firstly, ensure the device has sufficient internet connectivity.

Functions such as the Data Sync, Callout Book and the uploading of photos require internet connectivity.

Troubleshooting: FireMate Sync and Restart

Where the device has sufficient internet connectivity, complete the following steps:

1. Within the FireMate mobile app, select [Data Sync] from the Dashboard. Here we are attempting to successfully complete the sync outlined above.
2. Once attempted, close the app. Ensure the app is truly closed and not simply hidden from view.
3. Reopen the FireMate mobile app and test it to confirm if it is functioning as expected

Troubleshooting: FireMate Mobile Clean

Where the device has sufficient internet connectivity and the previous step did not resolve the issue, complete a FireMate Clean of the device.

1. In the FireMate mobile app, select [Data Sync] from the Dashboard. Here we are attempting to successfully complete the sync outlined above.
2. Select [Clean FM Mobile]. Locate this in the top right of the mobile app window:
3. On a Samsung/Android device, select the three dots
4. On an Apple device, select the little box with the upward arrow
5. Once completed, close the app. Ensure the app is truly closed and not simply hidden from view.
6. Reopen the FireMate mobile app and test it to confirm if it is functioning as expected

Where to next?

Where the steps in this document does not resolve the issue, contact support@firemate.com . Include a screenshot of your experience and any error that occurred.