Basic Troubleshooting for Error Codes on ExakTime Mobile

Mobile applications can help and entertain us in our day-to-day lives, but can also create headaches when they do not work the way we expect or do not work at all. While many of us have our own processes to resolve any issues, the tips below may help.

We have some resources for existing error codes that indicate common issues such as not having internet access when trying to use certain functionality of ExakTime Mobile or entering the incorrect company setup code. For more information about those error codes, you can refer to the following article(s):

If you are receiving an error that is not listed above, you can try to use any of the following troubleshooting suggestions to resolve the issue.

We recommend reading through all of the suggested troubleshooting steps before attempting any troubleshooting.

Close and Reopen ExakTime Mobile

Similar to any other computer or mobile application, closing an application and reopening it can sometimes resolve issues.

For iOS with Home Button
  1. Double-press the Home button to show your currently open apps.
  2. Swipe right or left to find ExakTime Mobile.
  3. Swipe up on ExakTime Mobile to close the app.
For iOS with Gestures
  1. Swipe up from the bottom of the screen and stop near the middle of the screen.
  2. Swipe right or left to find ExakTim Mobile.
  3. Swipe up on ExakTime Mobile to close the app.
For Android with Navigation Buttons
  1. Press the Recents Apps button (depending on your Android manufacturer/version, this can be a square or rectangle button) to show your currently open apps.
  2. Swipe right or left to find ExakTime Mobile.
  3. Swipe up on ExakTime Mobile to close the app.
For Android with Gestures
  1. Swipe up from the bottom of the screen and stop near the middle of the screen.
  2. Swipe right or left to find ExakTim Mobile.
  3. Swipe up on ExakTime Mobile to close the app.

Close All Other Apps

Depending on what ExakTime Mobile is trying to do, it is possible for another application to conflict with the use of ExakTime Mobile. For example, if ExakTime Mobile is trying to take a Facefront photo, but another application is already using the front-facing camera, ExakTime Mobile may encounter an error when trying to use the camera as well. 

For iOS with Home Button
  1. Double-press the Home button to show your currently open apps.
  2. Swipe right or left to select an app.
  3. Swipe up on an app to close it.
For iOS with Gestures
  1. Swipe up from the bottom of the screen and stop in the middle of the screen.
  2. Swipe right or left to select an app.
  3. Swipe up on an app to close it.
For Android with Navigation Buttons
  1. Press the Recents Apps button (depending on your Android manufacturer/version, this can be a square or rectangle button) to show your currently open apps.
  2. Swipe right or left to select an app.
  3. Swipe up on an app to close it.
For Android with Gestures
  1. Swipe up from the bottom of the screen and stop near the middle of the screen.
  2. Swipe right or left to select an app.
  3. Swipe up on an app to close it.

Restart the Phone

Like other electronics or applications, turning off your device and back on can resolve oddities. This is commonly done on Android and iOS by pressing and holding down the power button for a couple of seconds. The option to turn off/restart the device should appear.  After restarting your phone/tablet, open ExakTime Mobile and try to use it as normal. 

If you are still encountering issues, try to go through the steps above for Close and Reopen ExakTime Mobile and Close All Other Apps. Newer phones/tablets will try to preserve recently used apps so you can continue using your apps after restarting your device.

Check Device Permissions

As ExakTime Mobile requires permission to use features/sensors of a device (camera, storage, location data, etc.), if ExakTime Mobile is unable to access a feature/sensor, it can result in unexpected behavior with ExakTime Mobile. 

For more information about device permissions, you can refer to the following article.

Check Device Storage

Certain actions/features of mobile apps can rely on your device storage such as when taking or saving pictures. If your device has reached its storage limit, it can result in unexpected behavior. For example, when ExakTime Mobile tries to take a photo, if there is no storage space to save the photo, it can result in ExakTime Mobile not saving the photo and/or errors. If you do not have any extra storage space, try to make some room by uninstalling unused apps or deleting unused files.

Reinstall ExakTime Mobile

Potential Data Loss When Reinstalling

Reinstalling ExakTime Mobile should ONLY be done for new installations or if you are okay with potentially losing data. Uninstalling ExakTime Mobile on some devices can result in data being deleted, which includes time records. If the employee has unsent data such as time records or field notes, the data may be lost when uninstalling ExakTime Mobile.

There are situations where a file/data that an application uses can become corrupted, missing, etc. for any number of reasons and result in the application behavior unexpectedly. In these instances, reinstalling the application may resolve these issues. Reinstalling an application should only be a last resort and is not generally advised as it can result in losing data and deleting any generated logs that Arcoro support would need to refer to for troubleshooting.

For iOS

The steps below can differ depending on the version of iOS.

  1. On the homescreen of iOS, press and hold on the ExakTime Mobile icon.
  2. Press Remove App.
  3. Press Delete App.
  4. Reinstall ExakTime Mobile from the App Store.
For Android

The steps below can differ depending on the manufacturer/version of Android./p>

  1. Go to Settings.
  2. Press Apps or Applications (This can differ depending on the Android manufacturer/version).
  3. Press ExakTime Mobile.
  4. Press Storage.
  5. Press Clear Data. You may get a warning that the data will be deleted permanently. Confirm the data deletion.
  6. Go back and press Uninstall.

Document and Notify Support

If you are still experiencing trouble with using ExakTime Mobile despite trying all the suggested tips above (barring reinstalling ExakTime Mobile), please document all actions leading up to the issue, how your device responds to the error (ExakTime Mobile freezing, force-closing, etc.), and what you have already done to troubleshoot the issue. The more information that can be provided to Arcoro support, the faster it is that we can assist you.

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