SD-MobileLink

  1. Look for the SD-Mobilelink running in the office in the task tray. (The area near date and time on your desktop).  If it is running skip to Step 4) if not proceed to Step 2).

  2. If you are not able to see SD-MobileLink in the above step try to open again.  If you get a message about there being an instance running proceed to Step 3).  If SD-Mobilelink Starts proceed to Step 4)

  3. If you get a message about other instances running open the Windows Task Manager (Ctrl+Shift+Esc or RightClick the task bar) close all instances of SD-Mobilelink.  Then repeat Step 2).

  4. Let the SD-MobileLink cycle paying extra attention to any messages that appear.  If you get any messages continue to next step.  If no messages appear you should be golden.

  5. Document the message grab a screen capture if possible.  Make a note of the ServiceDesk user running the link and the SD-MobileLink version number if possible.

    1. If the message is regarding credentials please enter all the credentials again and try to log in again.  Other wise try to address any messages that are displayed taking any outlined steps or options while documenting any new messages please.
    2. Try closing and restarting the application and restart at Step 4) if you get the same messages as before Move on to Step 6).
  6. Please connect to Rossware for additional troubleshooting.


SD-Mobile

  1. Have technician close and restart the App paying extra attention to any messages that appear.  If you get message while trying to log in proceed to Step 2).  In no Message proceed to Step 3)
  2. Document the message grab a screen capture if possible.  Make a note of the Device Platform (Windows, iOS, Android) and the SD-Mobile version number if possible.
    1. If the message is regarding credentials please enter all the credentials again and try to log in again.  Try to address any messages that are displayed and any new messages please document.
    2. Repeat Step 1) if it fails again notify a support champion at Rossware with the message, platform and version information noted.
  3. Check the Queue for items not uploaded or that may show they have failed to upload.  If there are not items showing in the queue to upload or listed with failures please proceed to Step 4) otherwise click refresh to attempt a new upload of queued items.  If successful check with office and see if they receive information after SD-MobileLink cycles.  If not move Step a) for Windows device, Step b) for legacy version of SD-Mobile on iOS and Step c) for New iOS and Android versions.
    1. If items still fail to upload and you are on a windows device please connect to a support champion.
    2. If items still fail and you are on legacy iOS app (Red Tool Box Icon) under tools submit a bug report with notes about items in the queue, Invoice numbers, or any other details that may help.
    3. If items still fail and you are in the Android or new iOS version (Blue Briefcase Icon) under the menu tap the feedback icon.  Submit the feedback report with notes about items in the queue, invoice numbers, or any other details that may help.
  4. Have the office check to see if the SD-MobileLink program is correctly communicating on their end.