Contents
- Review initial troubleshooting steps with employee
- Confirm the employee's current email address
- Check access level permissions
- Perform a quick run of the Mobile API Sync DataExchange task
- Review the Mobile API Sync DataExchange task settings
- Perform a force re-sync through the Mobile API Sync DataExchange task
- Perform a manual re-sync through Employee Management
- Further assistance
Review initial troubleshooting steps with employee
Ensure that you have run through the steps outlined in the below Humanforce Help article with your employee - this will confirm that they are using the correct email against their employee profile to sign in to the Mobile App, and will also show them how to reset their Mobile App password to attempt a sign in as well.
This article also has a list of common error messages that the employee may raise with you, and resolutions to those error messages will be referenced within this current document for you to assist with.
Confirm the employee's current email address
An employee is able to confirm their current email address by signing in to Humanforce Web and visiting their Employee > My Details page.
In the event that they are unable to perform this, you can follow the below procedures to check or adjust this on their behalf.
Back Office:
Click the Employees button to open the Employee Management screen.
Find and select the employee experiencing the issue, and click Edit to open their profile.
In the Personal Details tab, ensure that the employee has the email address that they are using for sign-in within the Email field.
If there is no email when you open the profile, or if the email in this field is incorrect, you can adjust it as required and press Apply to save your changes.
Note: If a change is made to this Email field, it is important to run the
Mobile API Sync DataExchange task to update the employee's information with our
AWS API. This will allow them to use the new email for Mobile App sign in.
Humanforce Web:
Click the Management tab > Employee Management to open the Employee Management window.
Find and select the employee experiencing the issue, and click Edit to open their profile.
In the Personal Details tab, ensure that the employee has the email address that they are using for sign-in within the Email field.
If there is no email when you open the profile, or if the email in this field is incorrect, you can adjust it as required and press Apply to save your changes.
Note: If a change is made to this Email field, it is important to run the
Mobile API Sync DataExchange task to update the employee's information with
our AWS API.
This will allow them to use the new email for Mobile App sign in.
You will need to run this on-demand via Back Office, or wait for the
scheduledrun to execute this for you if you don't have access to
DataExchange.
Check access level permissions
Starting in version 4.7, the Mobile App access is a permission that can be disabled completely for an access level.
You can follow the below instructions to check that this permission is enabled for the employee.
Back Office:
In the top-left corner of Back Office, click Setup > Access Levels.
Select the access level that your affected employee is assigned to, then click Edit.
In the Permissions tab, ensure that the Mobile App permission is ticked to allow log in.
Humanforce Web:
Once logged into Humanforce, click the Admin section.
Under the Security Configuration section, choose Access Levels.
Click Edit against the access level which the affected employee is assigned to.
In the Permissions tab, ensure that the Mobile App permission is ticked to allow log in.
Perform a quick run of the Mobile API Sync DataExchange task
The Mobile API Sync task will sync the emails of all employees currently selected within the DataExchange task filters (either "All employees" or only employees specific Location/Department/Access Level selections depending on the task setup) through to our AWS API.
If an employee is having issues logging in to the Mobile App, or if you have added/adjusted an email value against an employee profile, we recommend performing a quick run of this task via Back Office with the pre-existing settings to attempt a resolution.
In the top-left corner of your Back Office window, click File > Data Exchange, locate the Mobile API Sync item and left-click to execute this.
Note: Please be careful not to select any other options in this DataExchange
menu through Back Office, as it will execute the task instantly
with one click.
Review the Mobile API Sync DataExchange task settings
If you are using Back Office within our hosted environment, and your seat has access to the DataExchange tool, you will be able to review and adjust the settings that control the filtering for your Mobile API Sync DataExchange task.
NOTE: If you do not have access to the DataExchange tool as a hosted client,
please log a ticket with Humanforce Help for further assistance.
If you are using Back Office within an on-premise environment, you can still perform this operation provided that you have access to the DataExchange.exe tool on your application server.
In the DataExchange tool, select the Mobile API Sync task and click Edit.
In the window that appears, click the Filters tab to view the current restrictions of your sync task.
You will either see only the "All employees" button enabled, or you will see separate options selected within the Location / Department / Access Level sections.
If the "All employees" button is enabled - the task is attempting to send every employee with a valid email address in your system through to our API to allow log in.
If any of the Location / Department / Access Level options are enabled - the task will only send employees that have both a valid email address and a matching default location/department/access level to this filter through to our API for log in.
In the above example, only employees with both a default location of Head Office and an Access Level of either Manager or Super Admin will be sent to our API.
We would recommend confirming the current setup of your Mobile API sync task with the above method to see whether there are any Location/Department/Access Level filters defined.
- If you find that filters exist - you should compare the filters to the employee profile that is experiencing issues, and ensure that the profile meets all of the applicable filters against the sync task.
- If there is a mismatch - adjust the configuration of the sync task or employee profile as required to allow access. Only perform this if you have the appropriate authorisation from within your organisation to do so.
If you adjust the configuration of any employee profile or of the sync task itself, it is recommended to execute the Mobile API sync task using right-click > Run Now within DataExchange to ensure the changes update correctly.
Perform a force re-sync through the Mobile API Sync DataExchange task
If the issue still occurs after ensuring that the current email address against the affected employee profile is up-to-date, and also that it has been recently synced with our API after running the task, then you should consider running a "Force re-sync" through the DataExchange task.
A "Force re-sync" will manually re-send all employees that meet the filter requirements of your Mobile API sync task through to our API on-demand - effectively attempting to clear out any profiles which may have been missed, or which may not have updated within our API.
To perform this operation, follow the below procedure:
In the DataExchange tool, select the Mobile API Sync task and click Edit.
In the Settings tab, tick on Force re-sync and click OK.
Right-click on the task in DataExchange and click Run Now to execute the force re-sync operation.
Once completed, it will automatically disable the Force re-sync option, so there is no need to enter the task to disable this manually.
You should direct the employee to perform a "Forgot password" test using their email - if they receive a code, then their email is now successfully synced with our API, and they should enter the code and create their password as normal.
Perform a manual re-sync through Employee Management
This is an option if the above "Force re-sync" does not allow the affected employee's email to be recognised by our API.
This is performed by executing the below process:
- Remove the employee's email from their profile (or move it into the Email2 field)
- Run the Mobile API Sync
- Add the employee's email back into their profile (or move it from the Email2 field to the Email field)
- Run the Mobile API sync again and advise the employee to use the "Forgot password" function via the Mobile App to attempt a log in
You can follow the below directions in Back Office to perform this.
Back Office:
Click the Employees button to open the Employee Management screen.
Find and select the employee experiencing the issue, and click Edit to open their profile.
In the Personal Details tab, highlight their address in the Email field, then right-click > Cut this value.
Right-click within the Email2 field and click Paste if there is no value in Email2 previously. If there is a value in Email2, you are best storing the employee's email address temporarily in an Excel sheet or text file while you perform this manual re-sync.
Click Apply to save your changes.
Run the Mobile API Sync from your File > Data Exchange menu. This will forcibly remove the employee from our App API entirely.
Note: Please be careful not to select any other options in this DataExchange
menu through Back Office, as it will execute the task instantly
with one click.
Back in the affected employee profile, right-click > Cut the email address you placed into the Email2 field earlier, select the Email field, and right-click > Paste it back into the primary field.
If you stored the email elsewhere and didn't update Email2, you will just need to copy and paste that value back into the Email field from wherever you chose to store it.
Click Apply to save your changes.
Run the Mobile API Sync from your File > Data Exchange menu. This should now forcibly sync the affected employee back to the App API as a new Mobile App user, provided they meet the Location/Department/Access Level filters of your Mobile API Sync task.
Note: Please be careful not to select any other options in this DataExchange
menu through Back Office, as it will execute the task instantly
with one click.
You can now advise your affected employee to open the Humanforce Mobile App, use the "Forgot password" function and enter their email address to receive the password setup code.
Further assistance
If attempting the above steps does not allow your affected employee to log into the Humanforce Mobile App, we would recommend logging a ticket on Humanforce Help with details of your testing so that the Support Team can further assist you.