Mobile App Troubleshooting & Testing Guide

This guide is for mobile end users experiencing issues in the GoSpotCheck mobile app.

Please follow these steps carefully and record the information requested below.

Send all information to support@gospotcheck.com

What to Send to GoSpotCheck Support

When reporting an issue, provide the following information:

Reporter:

State whether the person reporting the issue is experiencing it or reporting for someone else.

Current Behavior:

Describe what is happening, including the tab or screen (home, places, activity, etc.), and unexpected outcomes.

Expected Behavior:

Describe what you expected to happen instead. Ask the user if unsure.

Reproduction Steps:

Provide clear, step-by-step instructions to reproduce the issue. If none, write “no repro steps.”

Video of Behavior:

Attach screen recordings or screenshots. Name files clearly. Record the issue using a second device, if possible, to avoid interfering with the app.

Device & Network Info:

Is this a personal or company-issued device?
What is the app build version?
- You can find this in the mobile application > Settings > Scroll to the bottom.
Internet type (Cellular or Wi-Fi).

Relevant Names and IDs of those affected:

Company Name
User Names and Email
Mission Name(s)
Place Names and Addresses:
Mission Responses:
- Screenshots or URLs preferred
Catalog Names or URLs:
Task Number and Name:
Job ID(s)
Workflow ID(s):
Any other relevant URLs, links, or names:

Troubleshooting Steps Taken:

List all steps already attempted and their outcomes.

User Logs:

Email logs immediately during or after a problem occurs. Include the date and time logs that were submitted.

Before You Begin

Close all other apps:
- iPhone: Swipe up from the bottom to close apps.
- Android: Tap the square/recent apps button and swipe away apps.
Confirm latest app and OS version:
- iOS: Settings > General > Software Update > Download and Install if available.
- Android: Settings > System > Software Update (may vary by device).
Restart your device (clears memory and ensure a clean start).
Test upload/download speeds:
- Run an Internet speed test (cellular off and Wi-Fi on). Record speeds.
Turn off Wi-Fi temporarily:
- iOS: Control Center > tap Wi-Fi icon or Settings > Wi-Fi > toggle off.
- Android: Quick Settings > tap Wi-Fi icon or Settings > Network & Internet > Wi-Fi > toggle off.
Turn off Bluetooth temporarily:
- iOS: Control Center > tap Bluetooth icon or Settings > Bluetooth > toggle off.
- Android: Settings > Connected Devices > Bluetooth > toggle off.
Test with Wi-Fi on:
- Connect to a stable Wi-Fi network.
- Record SSID, signal strength, and run a speed test.
- If problems persist, try: forgetting and reconnecting to Wi-Fi, restarting the router, or switching networks.

Capture Device Health Before Testing

Record the following before submitting a mission:

Available storage (Settings > Storage)
GoSpotCheck app storage
Battery percentage
Connectivity (Cellular/Wi-Fi, signal strength)
Internet speed test results
Current time

Take screenshots or screen recordings to document these values.

Submitting a Mission

Record the following:
- Mission name
- Store/location name
- Your name and email used in the app
- Time you tapped “Submit”
Keep the app open and in the foreground until you see the green “Mission Submitted” notification.
Verify submission:
- Go to Activity tab → check for “SUBMITTED” under the mission response name.

⚠️ Do not put the app in the background while submitting missions, as this may slow upload times.

Capture Device Health After Submission

After submission (success or error), record:

Available storage
GoSpotCheck app storage
Battery percentage
Connectivity status
Completion time
Time it took for tag results to load

Take screenshots or screen recordings.

If a Problem Occurs

Note the error message (if any).
Take a screenshot of the error.
Record how long you waited (e.g., "Submission stuck for 2 minutes").

Capturing and Submitting Logs

Capture logs immediately after a problem occurs.
Submit logs even if no issue occurs (clean logs help identify normal behavior).
After logs are submitted, attempt these additional steps if issues persist:
- Force Quit the App:
  - iOS: Swipe up from the bottom (or double-click Home) and swipe the app away.
  - Android: Settings > Apps > GoSpotCheck > Force Stop.
- Sign Out and Sign Back In:
  - Open GoSpotCheck → Settings/Profile → Sign Out → Sign back in.
- Clear App Cache (Android only):
  - Settings > Apps > GoSpotCheck > Storage > Clear Cache.
- Restart the Device
  - Ensures that any residual memory issues are cleared.
- Uninstall and Reinstall: THIS IS A LAST RESORT and please send in all data in this document before uninstalling the application. Uninstalling will result in deletion of all the data in the device that will be required for investigation.
- Perform these steps after logs have been sent and the initial “What to Send to Support” template has been filled out, so the logs and data reflect the original issue.

Extra Tips for Reliable Testing

Run one mission at a time during troubleshooting.
Keep phone charged (≥20%, full charge preferred).
Avoid switching apps during mission submission.
Avoid opening other apps during testing.

Storage Considerations

Viewing image recognition results may increase storage.
Free storage is needed for smooth app and OS performance:
- Slower app performance
- Failed uploads/submissions
- System instability
- Connectivity side effects (stuck submissions despite strong internet)

Summary

For faster issue resolution, GoSpotCheck support needs:

Device health (storage, battery, network, time) before and after submission
Mission details
Clear reproduction steps
User logs and screenshots/videos
Notes on troubleshooting steps taken

The more precise your documentation, the faster we can identify and resolve issues. Thank you for your partnership!

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