Troubleshooting Mobile CRM – how to get in a fast lane to a solution

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Some might claim that with them it’s always a smooth sailing. But we know that in real life you sometimes need to ride the waves. And when an issue occurs it is best to face it directly.

No one knows it better than our support manager Lukas Lesko. At Resco Next in Boston, he will be talking about how to troubleshoot and optimize your mobile CRM to deliver exceptional user experience. So we asked him – where to start when seeking a fix to an unexpected issue with a mobile CRM project?

“The key for us is to receive relevant information. Usually, that comes from a log file. You can e-mail one to our team from both Resco mobile solutions and Woodford whenever you experience a problem you can’t solve yourself.” says Lukas.

In Woodford, send it from the Log section. You can be also asked to send a log directly, if an error message appears, just like in Resco Mobile CRM. In the app, you’re also able to do so from the About section. You should keep this section accessible from the app’s Home screen, otherwise users won’t have a simple way to view and send the logs when needed.

But why send a log? Isn’t the error message enough? Well, the log contains much more information than the error message displayed to the user. It provides the processing details of the operations that occurred. “There is the stack trace, the output from the application’s code, so we can check in which part of the code the problem occurred. If you attach also a short description of the problem – when and how it happened – you’re in a fast lane to a solution,” Lukas adds.

The Resco Mobile CRM log always shows the information about the version of the application and the type of device it is running on. It continues with partial logs – the synchronization, online, integration, rule, JavaScript and crash log. The synchronization log is generated to maintain synchronization details even when no errors occur. On the other hand, the remaining partial logs are created only when there’s an issue in any of the respective areas.