Heavyjobs Troubleshooting

Artera Technology Service Center Knowledge Base

Title

HeavyJobs Troubleshooting

Introduction

Heavyjobs application for users ipads for OMS

Purpose

Troubleshooting for end users and the Technology Service Center

Prerequisites

Access to Intune/AD

Step-by-Step Instructions

The user forgot HeavyJob's password

Reset AD password

Password not working for HeavyJobs

Make sure the user has OMS_Heavyjob group in AD
Tell them to try their email password
If the person just returned to work, Their Employee number must be active in Penta

HeavyJobs Frozen

Ask if they have any unsent forms then the one they are currently sending if they are crashing too they will need to be recreated.
If no outstanding unsent forms, then check the software version, 2024.3.0. If it's not > that version, request them to update the app
1. HCSS Field > Settings (upper right corner) > About HCSS Field > Software Version
If the software update doesn’t work, create a backup before deleting the app
1. HCSS Field > Settings (upper right corner) > Advanced Support > Backup Data (Blue text)
2. Save the backup code
3. Delete App
4. Reinstall through the app store or MDM app
5. User needs to log back into their account
6. HCSS Field > Settings (upper right corner) > Advanced Support > Restore Data (Enter in Code)
Restore software to iPad using Intune
1. Removed iPad from OMS_MDM_iPad_Field group under Intune
2. Waited 15 minutes for device to sync and allow user to tap and hold to delete app from device
3. Put iPad back into group and had user do company portal and sync iPad to force download of app back to device faster.
4. After app showed back up on iPad i had user log back into application using company email address and email password.
5. Had user open job number he was working on
6. Had user click the refresh button (two arrows in circle)
7. Job information confirmed downloaded and user was able to generate forms again.

Submit to HCSS: Error User is not valid

From Dashboard click the gear
Click refresh user settings
Try submitting transactions again.

A computer screen with a keyboardDescription automatically generated

HeavyJob closes after login or after opening application

Check user account and confirm user is active/ has license/ employee number associated with account

HeavyJob iPad App not able to email Time cards

From the dashboard click the gear in the top right corner

Open the section labeled transaction Transaction Queue

Click on the red check mark on the left then up in the top right click the square with the arrow pointing up to resync your documents

Once all are green close transaction queue and try to email the FDR again

Error: "Login Failed, com.hcss.mobile 1"

Solution: Employee number not linked for signed in user for HCSS.

A screenshot of a computerDescription automatically generated

Send file to HCSS support

Below are the steps to capture any HCSS Field crash logs. If this happens again to another user with a recent install a backup + + any crash logs would be appreciated so I can give the dev team more data to work with.

Navigate to iOS Settings
Navigate and choose Privacy
Tap Analytics & Improvements
Tap Analytics Data
Analytics reports by default follow an Alphabetical order, and will require skimming down the list to find HCSS Field.
Analytics reports for HCSS Field are typically defined in the following format, HCSSField-Date-Report Identifier.ips
- Example : HCSSField-2020-04-29-172509.ips.
To view/export the Analytics data, tap the desired date of the report, followed by the Export icon in the top right hand corner
This will open a new menu in the top right hand corner, that will allow for the .ips file to be sent via email

Reset Safari Cache

A screenshot of a computerDescription automatically generated

Password Expired?

Check the time? The device time might be offset for some reason a 5 minute or more offset of time will cause this error

A screenshot of a computerDescription automatically generated

HeavyJob Desktop & Cloud:

If Costcode, Pay Class, Employee, and Equipment are showing on the HeavyJob OMS desktop, but not on the web/iPad:
- Open HeavyJob OMS desktop
- Go to Setup > Library Resources category to sync employee, equipment, and pay class libraries to the cloud
- Add a space anywhere on the record (except ID) to trigger the system to sync specific record to cloud.
- Job specific:
  - Open job
  - Go to Setup > Cost Codes
  - Add a space anywhere on the record (except ID) to trigger the system to sync specific record to cloud.

Artera Technology Service Center

Email: techservice@artera.com
Phone: 470-480-2414

Organizational Ownership Disclosure

Ownership: The Artera Technology Service Center Knowledge Base is owned by Artera Services. All content is Artera Services’ property.
Contributors: Content contributors include employees, contractors, and experts, but all contributions belong to Artera Services.
Third-Party Content: References to third-party content are for information only and don’t imply endorsement.
Updates: We regularly update and maintain the Artera Technology Service Center Knowledge Base for accuracy and relevance.
Privacy: User data is handled according to our privacy policy.
Usage Guidelines: Unauthorized reproduction or modification of content is prohibited.
Disclaimer: Content is provided “as is,” and we’re not liable for any damages from its use.

For inquiries, contact Brandon Pace at Artera Technology Service Center:

Brandon Pace: brandon.pace@artera.com

Artera Services 06/13/2024