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--- support:mobile:user_guide:troubleshooting [2008/07/08 20:12]
jmather
+++ support:mobile:user_guide:troubleshooting [2008/07/30 15:33] (current)
jmather
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 ====== Mobile Application User Guide - Troubleshooting ======
-To be completed.
+===== 'Communication Error' At Login On Nextel =====
+A "Communication Error' occurs during login when the Mobile Application cannot communicate with the Ranger host system.
+For existing installations, the most common cause of this error is poor network coverage.  Press the "red hangup" button twice to get to the home screen of the phone, and make sure the coverage indicator shows at least two bars.
+For new installations, the most common cause of the error is incomplete network setup.  Specifically, the phone must be setup with "[[reference_motorola_on_nextel#Packet Data With Public IP|packet data with public IP]]."  The solution is to [[reference_motorola_on_nextel#Phone IP Address|check the phone IP Address]], and if necessary, contact Nextel and update your service plan.
+\\
+\\
+===== Phone Becomes Unresponsive On Nextel =====
+Motorola phones on the Nextel network have a known problem where applications lose contact with the data network after several days of continuous operation.
+The solution to this problem is to have all drivers login at the start of each work day and logout at the end of each work day.  The process of logging out reinitializes the network interface, so that the next time the driver logs in the network will function properly.
+In situations where drivers should be logged in at all times, have drivers log out then immediately back in once per day.
+\\
+\\
+===== GPS Position Is Outdated Or Non-Existent =====
+Outdated or non-existent position data results when the phone does not have a good view of the sky and therefore cannot access the GPS signal.
+Common causes of this problem include:
+  * The driver going inside a building.
+  * The driver carrying the phone in the back pocket of their pants.
+  * The driver putting other objects on top of the phone while it's resting on the truck dash or passenger seat.
+  * Etc.
+The solution to this problem is to train drivers to make sure the phone has a reasonable view of the sky.  For example:
+  * Use a dash-mounted phone charger.
+  * Clip phone to belt.
+  * Etc.
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