Reference Gladly answer:  App Issues First Touch and tailor your response to the situation. If a driver's app keeps crashing or they receive the error message: “Fetch Driver has stopped” please, follow these steps:

• Clear App cache (this will erase all saved data for Fetch App)

• For Android > Settings > Apps > Fetch App > Storage > Clear Cache

• For iOS > Delete and reinstall

Are they continuing to experience this after the steps above?

1. Gather the following information  along with all th screenshots/videos submitted:

• Do you think the connection issue is coming from a lack of service? 

• Are you able to get logged into your app?  

• Do you have an iOS or Android?

• What device are you using? example: Samsung Galaxy S7

• Are you on the most updated version of the app?

• Are you having service issues?
  
  

You may  reference Gladly answer:
App Issues: First Touch, and tailor your response to the situation. 

2. Make a post in the Tech Help Space in Google Chat. Here one of our IT Team Members will help resolve the issue!

Gather the following information: 

• Do you think the connection issue is coming from a lack of service? 

• Are you able to get logged into your app?  

• Do you have an iOS or Android?

• What device are you using? example: Samsung Galaxy S7

• Are you on the most updated version of the app?

• Are you having service issues?
  
  

You may  reference Gladly answer:
App Issues: First Touch, and tailor your response to the situation. 

1. Make a post in the Tech Help Space in Google Chat. Here one of our IT Team Members will help resolve the issue!

1. Ask the DP to take a short 10-15 min break to turn off their phone and allow it time to cool off. Once it is cool, continue delivering and avoid direct sunlight.

2. If this still does not help and the DP is unable to use the app to mark deliveries, see if they can just take photos of the delivery on their phone camera and ask them to send us all proof of delivery photos.

3.  If the DP’s phone remains entirely unusable after allowing time to cool the phone they will not be able to continue delivering.

**DO NOT HAVE THE DP DELETE OR UNINSTALL THE APP** 

1. Reference Glady answer: App Issues: First Touch answer to gather more information!

2. Provide the Wifi from Salesforce to the DP if available

3. Reload batch

   • On the main page of the app under ‘Batches’, there is a ‘Reload’ option in the top right corner. Reference Gladly answer: App Issues: Batch Reload for instructions and tailor the response accordingly. 

Able to connect to Wifi: 

The app should automatically reload!! Have the DP keep the app open while they wait for items in the Delivery Queue to process so that the packages can be successfully updated to Delivered and their block can be marked complete. 

Not Able to connect to Wifi:  

1. Have the DP walk out of the property/area to try and find a connection

2. Have the DP do a force close of the app and reopen (Do Not Delete)

3. Have DP take POD photos of each delivered package on their phone and send them to DS if they can not get reconnected.
   
   Create a a WH & CX Reach Out Task to let both teams know about this issue.  
   
   WH Task- So they know why the packages aren't being marked delivered
   
   CX Reach Out Task- So CX may reach out to the residents to confirm they received their packages 

We will need to reset the DPs password in WMS>Users>Reset Password 

Reference Gladly answer:  App Issues: Password Reset. 

Note: This may take a couple attempts! Please ensure the DP is using the web app link to reset their password. When sending the Gladly answer above in Spanish, please ensure the password is translated back to English as this will not work if it's in Spanish. 

If a DP reports issues with Map In The App, thank them for the feedback and confirm the DP is using the Map in the App(formerly Beans).   Provide the DP with the Beans Mapping Feedback Form jotform.  

Reference  Gladly answer App Issues: Map in the App/Mapping Concerns. Meanwhile, please send the DP any property information from Salesforce.