3) Day-today system administration (adding users, projects, etc)

What to do if a user says their app is not working

This guide has a few quick steps for how to diagnose a user who cannot use the app. These steps will help you resolve issues for over 95% of cases where the worker reports “my app is not working”

1. Are they logged in? If the user sees the login screen shown below, then they need to log in. If they see any other screen skip to step 2 below.

Confirm that their phone number is right. This causes 90% of all issues so please check with the employee even though it seems obvious. If the phone number is wrong, correct it.
Once you have confirmed that the password is correct, then reset the password as shown here. We recommend setting a simple password that will be easy to type in on a phone (4 numbers usually works well).
- If the worker does not get a text message, please double check the phone number. If it was not correct, update it and then reset the password again.
They should get a text message and be able to log in directly. Here are a few tips that can help on login:
- The phone number and password must be typed exactly. Even one character off will make the login fail and it is hard to type on the small screens.
- For the phone number, just enter the numbers. The app will put the dashes in the numbers automatically.
- An Internet connection is required for login.

2. User is logged in, but app is not working: In this case, the worker has logged in but cannot use the app for some reason. Please check the following:

Go to the phone’s settings app and scroll down to SYNCrew. Make sure that all the requested permissions are allowed. The app requires camera (iPhone and Android) and storage (Android only). We recommend GPS and notifications for optimal usage, but they are not strictly required.
On the admin dashboard, check that the user is clocked out. If not, clock them out LIKE THIS. This clears an occasional issue on older phones.
Open the app again and see if it will work now.

If everything in the points above checked out, please have the employee text SYNCrew support at 415-968-1593 and we will work with them to get things sorted. SYNCrew support can text in any language.

Error mode

On occasion, SYNCrew will put a user into “error mode.” This happens for a variety of reasons and does NOT mean the employee did anything wrong!

Error mode happens anytime the system receives information that does not make sense. For example, if a Worker is clocked out and another clock out comes through, the system does not know what to do – how can you clock out if you are already clocked out?

The red box will appear on Worker Profile pages when that user is in error more

When error mode is triggered, SYNCrew administrators are alerted and will resolve the issue within an hour during standard business hours and within approximately 8 hours during non-business hours. NO DATA IS LOST WHILE IN ERROR MODE. The system saves everything that comes in and it is added as the SYNCrew administrator clears the error.

Often times, error mode is caused by issues outside of anybody’s control. A common issue is when a Worker has a bad connection to the Internet. The phone will send the photo but get disconnected before receving confirmation from the server. If this happens, the phone will send again (as it should) but the server will get confused by it and put the user into error mode.

Error mode can also be triggered by actions taken by company administrators. Here are a few common examples:

Editing the project or skill of a work block before the worker changes task or clocks out. Waiting until after the Worker clocks out or changing task to make your edit will avoid.
Adding hours from the admin portal while the employee has unsent activity on their phone. In this case, the time entered by the administrator will over-ride the hours entered by the Worker on the app.
Locking the time period before all hours have come in from user’s phones. If a Worker has unsent activity on their phone and the period is locked, the time entered by the administrator will over-ride the hours entered by the Worker on the app. Activity that comes in for an already locked period will be discarded.

Reset password for Worker app (also how to resend the app download link)

In the event that an employee forgets their password, it can be reset in one of the following two ways:

Reset from Admin portal: In most cases, Workers will just reset their password using the link in the app (described below). If they do not see that or it does not work for them (most often because the phone number in SYNCrew does not match what they are entering), they may ask an Admin to reset their password and this is how to do it:

Click “Settings” in the left navigation panel and then click “Manage Users” from the sub-men.
Find the user you wish to reset the password for. For larger companies, we use the browsers search feature (usually CTRL+F) and type the name.
Click on that users name to open their profile.
Click “Reset Password” at the bottom of the page (you may need to scroll).
Type the same password in both fields on the next page and click “Save”
A text message with the new password will be sent to the Worker automatically with the link to download that app and their password.

Reset from the app: Workers can reset their password directly form the app. On the login screen, there is a “reset password” button. When they click this button, the app will ask them to enter their phone number. If the phone number is assigned to an active worker they will receive a text back with a new password to log in with.

Add Worker Time

When you need to add time to a Worker’s records because they did not or could not from their phone.

Quick Add

Click on “Quick Add” in the left navigation panel
Select “Add Worker Time”
Fill in all required fields.
1. You may select multiple Workers at one time
2. The break time you select will NOT deduct time from the time worked (example: select 8 hours worked, 30 minute break, and 8am start will create a day from 8am to 4:30pm with 30 minutes break at noon)
3. The system will prevent you from creating overlapping time
Click “Submit” to add the hours for the employee. If you have other hours to add, click “Submit & Add more time”.

Worker Time Review

Time can also be added easily on the worker time review page by clicking the green “+” icon on the blank day or clicking into the day and selectiong “add time before” or “add time after.” More info on Worker Time Review can be seen ON THIS PAGE.

If you have trouble: If you have trouble adding hours (typically because of overlapping time issues), please email support@syncrew.com what hours you want added and we will resolve the issue and add the hours for you.