Full Handheld Troubleshooting Guide
Before proceeding with these steps, please confirm you are listed as the primary consultant in Salesforce for the account in question.
Reboot the handheld device, and test the application again.
KPA Application troubleshooting
Refresh and sync/Check line of business settings:
Please perform this step FIRST when troubleshooting handheld issues.
Log in to the KPA Vera suite application, Press the Menu button, Scroll down, and select "Refresh and Sync". Allow time for Resync.
Cannot view site visit issues- Press the Menu button, and click settings. Under Line Of Business check the box that applies to your role.
Wipe Account Data
If the app is experiencing issues or unexpected slowness, an account wipe can help reset the app.
A Wipe Account Data simply clears out the local cache in your My KPA Onsite App.
Upon logging back in, the most current set of Account Data is synced down from www.verasuite.com.
This will delete any un-synced data. Make sure to complete all work and a Refresh and Sync.
Press the Menu button, and click Settings. Under Account select Wipe Account Data. A message will appear for you to confirm.
Once complete you will be returned to the log-on screen.
Check for updates
Device updates can sometimes be available to the device but not yet installed. Check to make sure your device is fully updated.
This may force a reboot. Make sure to complete and save all work.
Navigate to Settings>Software update. From the software update screen select "Download and install".
The device will begin to check for updates. If the device is up-to-date a message will appear to let you know.
If an update is required it will begin to download. Once complete select "Install now".
The installation will begin and reboot if needed.
There might be more than one update. After the reboot, the device may return to the Software update screen. Install all available updates.
Reset device network settings
Only attempt the following as a last resort, or if the KPA Application will not finish an installation.
- Open the Settings App on your Android Device
- Navigate and click on "About phone"
- Click "Reset" at the very bottom
- Select "Reset Network Settings
Your device will restart, once it does your network settings will have been cleared and reset.
*** If all of these steps have been followed, and this is still an issue, and not considered a handheld related issue, please also inquire with the #cs-field-questions slack channel to check about this account issue ***