easyemployer Application (mobile) - Troubleshooting

This article outlines the steps a user can take to get the app to work on their device. As there are many factors which can affect the apps stability; user accessible controls have been put into place to assist with any issues experienced.

1) Why is this information important
2) How to get support if the application is not working
      Basic details & screenshots needed
      Accessing and sending the log file
3) How to further troubleshoot the easyemployer application
      Clean the app cache - Android
      Clean the app cache - iPhone / iOS 

 

1) Why is this information important

If the application is not working on a device the issue may not always be with the application. An obsolete device or an operating system that is not up to date could be the cause of the issue. Users might need to clear data from the app to make the app start fresh.

 

2) How to get support if the application is not working

Basic details & screenshots needed

The easyemployer support team will ask for some details regarding the application issue/error. 

  • A screenshot of the easyemployer mobile application login page. Please ensure the keyboard is hidden so the image shows the application version number located in the bottom right of the screen.
  • Open a browser on your phone, navigate to supportdetails.com take another screenshot and send this both screenshots to our support team via email (support@easyemployer.com).
  • In the email please detail the exact steps that have been taken that caused the problem to occur

For example: 

"I opened the app on my iPhone 8 / Galaxy S9, I went to login and I know my details were ok as they have worked before. It just kept loading (the donut) and then it said the app crashed unexpectedly; still cannot logon."

 

Accessing & sending the log file

Step 1: Open the easyemployer application and login.

Andorid iOS (Apple)

 

Step 2: Tap the 'Synchronisation' tile.

Andorid iOS (Apple)

  

FYI - The page displayed below is a log on the actions that you have taken within the mobile application and if these actions have been communicated to the easyemployer servers. 

Andorid iOS (Apple)

 

Step 3: Tap the 'Export' button at the bottom of this page. 

Andorid iOS (Apple)

  


Step 4: The phone will ask how the file should be exported. This should be sent by email to support@easyemployer.com (use your email client of choice, the below depicts the default email client.)

Andorid iOS (Apple)

 

3) How to troubleshoot the easyemployer application

One action that can be taken to resolve an issue is to clear app cache and app data on the device.

IMPORTANT: Only take these steps after sending the log file. If you clean the app cache & app data, the log will be empty.

 

Clean the app cache - Android 

Step 1: Head to the Settings menu. This can be done by tapping the cog icon in your notification shade.

 

Step 2: Find Apps (or Applications, depending on your device) in the menu, then locate the app that you want to clear the cache or data for.

 

Step 3: Tap on Storage and the buttons for clearing the cache and app data will become available (pictured Below).

 

Clean the app cache - iPhone / iOS

IMPORTANT: ensure the easyemployer app is forced closed. You can do this by double tapping your 'home' button and swiping the application to force it closed.

Data stored by other apps can be cleaned out using the Usage option in Settings. Please follow these steps:

Step 1: Tap Settings.

mceclip0.png

Step 2: At the bottom of the screen you'll see your apps, arranged by the amount of storage they take up. Select the app that you want to clear the cache or data for - in this case the easyemployer app.

mceclip2.png

Step 3: Tap the easyemployer app, and 'toggle on' the "Clear Data" toggle. If enacted the toggle will go green. This has configured the app to clear the cached data upon next open.

 mceclip4.png

 

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