Support Centre

Rebecca Bootman
18 steps
2 minutes

Introduction

The 'Support Centre' is not a section that you will typically need to access during day-to-day use of the software. However, if you experience any issues while using the application, PT Support may direct you to this area as part of the troubleshooting process. Information available within the 'Support Centre' may be requested when investigating a support ticket or diagnosing application, device, or connectivity-related issues. Providing these details can help the support team identify and resolve issues more efficiently.

To access the 'Support Centre', use the navigation menu in the top left of the screen and select this option from the list.

Alternatively, you can access by tapping this option from the three dots in the top right of the screen which will direct you to the same area.

Within the Support section, there are four available options. If you have been directed to this section by PT Support, they will typically advise you which option is relevant to your particular issue or support request.

About

The 'About' section provides information about the mobile application and the device currently in use.

Tap 'About' to access the details.

The application settings are displayed on the left, providing visibility of the app name, current version, account type and username.

The device details are displayed on the right, providing visibility of the device brand, model, operating system and serial number.

Logs

A log file is generated each time the application is used. The log contains a record of system activities, along with any related error messages that occur during operation. Click 'Logs' to access and review the stored log files.

The data does not appear on screen, however the facility has been included to allow you to send a copy of the logs directly to PT Support. This can help in diagnosing application, device, or connectivity-related issues. Tap the down arrow in the top right of the screen to display all available dates.

Select the applicable date from the list provided - this should be the same date you were experiencing issues whilst using the device.

Select the mail icon in the top-right corner of the screen. This will open your device's default email application and create a new email with the log files automatically attached, ready to be sent to the PT Support Team. To help us investigate and resolve your issue as efficiently as possible, please ensure your email includes the following information: - A brief description of the issue encountered. - The action or process being carried out when the issue occurred. - The tile or module being used (e.g. RdSAP, Smart Survey). - Any associated support ticket reference or ticket number, if available. NOTE: While most of the application's functionality is available offline, an active internet connection is required to use this feature.

Definitions

Every 'Smart Survey' template in your account is associated with a dedicated definition that stores the underlying data used to populate template fields. Select 'Definitions' to access and review this information.

Similar to the log files, select the relevant option from the drop down list. If you have been directed to this section by PT Support, they will typically advise you which option is relevant to your particular issue or support request.

The facility has been included to allow you to send a copy of the data directly to PT Support. Select the mail icon in the top-right corner of the screen. This will open your device's default email application and create a new email with the log files automatically attached, ready to be sent to the support team. To help us investigate and resolve your issue as efficiently as possible, please ensure your email includes the following information: - A brief description of the issue encountered. - The action or process being carried out when the issue occurred. - Any associated support ticket reference or ticket number, if available. NOTE: While most of the application's functionality is available offline, an active internet connection is required to use this feature.

My Data

The 'My Data' option is a way to upload a copy of your database to the PT support team.

When directed by the PT support team, tap 'Upload' to initiate the process. The function will then transfer a copy of your diagnostics for review. NOTE: Do not use this feature unless explicitly instructed to do so by PT Support.

While most of the application's functionality is available offline, an active internet connection is required to use this feature. Remain on this screen until a confirmation message is displayed at the bottom of the page. Navigating away before the upload is complete will interrupt the process, and the upload will need to be restarted. NOTE: The PT Support Team is not automatically notified when an upload has been completed. Once the upload has finished successfully, please inform the team so that the necessary investigation can begin and appropriate action can be taken to resolve the issue.