| Issue | Basic checks |
| Calls are not getting tracked | 1. Call tracker app is updated to the latest version (All permissions should be enabled) 2. Tracker app is launched at least once by the user after installing and before making calls. 3.’Track phone calls from leads’ setting should be enabled from Mobile App > Settings > Call and SMS 4.’Track Calls’ setting should be enabled from Web app settings > Mobile App > Call and SMS 5. Sync activities manually from Mobile App > Sync 6. ‘Autostart manager’ should be enabled for the app before the call is initiated 7. Date and time of the device setting should be set to ‘Automatic’ 8. Please make sure all the permissions are granted to the LeadSquared app |
| ‘Unable to fetch location’ error while Checking in/Checking out | 1. Location permission for App should be enabled 2. Verify whether GPS is enabled 3. Go to Device settings > Location > Check if location settings are set to ‘High Accuracy’ mode ( It should not be set to ‘Battery’ mode or ‘Device only’ mode). 4. Was the internet available when the user tried to check in/out? (It should be available) 5. Request the user to go to Google maps and verify whether the current location is fetched |
| The location is not getting tracked | 1. Whether ‘Leadsquared is actively tracking your location’ notification was displayed to the user after check-in? (It should be displayed even if the app is killed then only the location will be tracked) 2. After check-in, location permission for the app and GPS should not be disabled |
| The Lead identification pop-up is not displayed | 1. Whether the lead is present in LSQ with the given number? 2.’Show lead identification pop-up’ setting should be enabled from Mobile App |
| The user is unable to login | 1. Date and time of the device setting should be set to ‘Automatic’ |
| Rooted device issue | No workaround for this as we do not support rooted device in any case We also do not guarantee of App to work as expected once the device is unrooted |
| Steps to send logs | Steps to send logs from Mobile App: Help and Feedback > Report a bug > Send the email |
| Steps to clear cache/data | Please navigate to Mobile Settings > Apps > LeadSquared > Storage > Clear Cache and Data |
Important Notes: For mobile issues, please make sure to not ask customers to uninstall/re-install the app. This is a very archaic approach/suggestion and needs to be updated ASAP. Instead of this, please ask the customers to navigate to the App Store/Play Store and update the app.
Post this, if required, please ask the customer to restart the mobile in case issues are still present.
Post this, if required, please ask the customer to restart the mobile in case issues are still present.
