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titleMobile Connectivity

Its important to know that a modern smart phone has more that one "channel." For example a voice phone call uses a "channel" that is different than a text or sms message. It is very common that you can make a phone call on a phone, but you cant browse the internet.

Its all also important to know that data to app such as IDS has a totally different "path" than email or your phone's internet browser. While it is rare, it has happen that a phone can go to a website, but all 3rd Party Apps cant access the internet.

  1. Make sure the phone is not in "Airplane" Mode.
  2. Check the phone's signal strength icon to ensure you have enough signal strength.
  3. Check to make sure the phone is not in Emergency Mode. Most of the time this is displayed with an "E" beside the signal strength icon. If this is the case, call you phone's provider.
  4. Check to make sure your phone is not "Roaming". Unless you have a Roaming Package, you may have your phone's data blocked by your phone's provider.
  5. Open up your phone's internet browser. Do a search or go to a website, !!that you have never been too to on the phone!! If you cant browserview the page, call your phone's provider.
  6. Open up another app that is !!NOT!! facebookFacebook, twitterTwitter, instragram Instragram or another well known app and see if that app can connect. Do note facebook that Facebook type apps are not 3rd Party apps and have a different "channel." If the other app apps cant connect to the internet, call your phone's provider.
  7. If your phone has a removable battery, pull the battery out, count to 30, then put the battery back in the phone.
  8. If your phone does not have a removable battery, restart the phone.
  9. If you can launch IDS on the login page, then try a different server from the server dropdown. Dont use "Custom" that is a testing server and doesnt does not use your live shipment data.
  10. Check to see if other phones can login to IDS. If other phone's can login IDS, there could be something faulty with that phone. Call your phone's provider.

If the above does not solve your problem, please: 

  1. Read/Try some of the other solutions on this page.
  2. Open up a support ticket
  3. In the support ticket, provide us with the phone model, android verision number and the account id, user id and password you are trying.

Incorrect login details, unable to login

This means the account id, username and/or password entered into the login screen is incorrect. While it seems simple, sometimes seeing the typo can be hard. 

Panel
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titleIncorrect login details, unable to login.
  1. Can you login using the same account name, username and/or password on a different phone.
  2. Make sure that you are selecting the correct server from the server drop-down. Don't use "Custom."
  3. On a computer, logged in as an "Admin", go to the staff members screen.
    1. Check to make sure the user is "enabled",
    2. Double check the username.
    3. To see if
    you can login to IDS on another phone. If you can, there could be something faulty with the phone.

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    1. the password has changed, click the "Audit" button.
    2. NOTE: If you change the password, please allow a few minutes for the new password to pass through the system.
  2. Back on the phone use, see if you can login with
    1. Server: Main
    2. account: coral 
    3. user: bob
    4. password: test
    5. if you can, then log out and try again with the original login details.

 

If the above does not solve your problem, please: 

  1. Read/Try some of the other solutions on this page.
  2. Open up a support ticket
  3. In the support ticket, provide us with the account id, user id and password you are trying.

Couldn't fetch update availability / Error: Couldn't contact server, perhaps out of range.
 

Panel
bgColor#fff
titleCouldn't fetch update availability / Error: Couldn't contact server, perhaps out of range
  1. Is this for all drivers or just one. If its for all, please contact IDS Support Immediately.
  2. On the phone, go to settings, then check:
    1. Time Zone is accurate
    2. Time is accurate
    3. Date is accurate
    4. We strongly recommend having "Automatic date and Time" and "Automatic time zone" checked.
  3. On a computer, logged in as an "Admin", go to the staff members screen.
    1. For this user, look at in the "BB Conn Details" field
    2. It will look something like this, "60,7,19,MON,TUE,WED,THU,FRI,SAT,SUN"
    3. The above is saying the app should check with the server every 60 seconds from 7 am to 19 (7 pm) Monday, Tuesday, Wednesday, Thursday, Friday and Sunday.
    4. If you are receiving an error out side of the above times, change the BB Conn Details so that the app checks within the time the app is active. 

If the above does not solve your problem, please: 

  1. Read/Try some of the other solutions on this page.
  2. Open up a support ticket
  3. In the support ticket, provide us with the account id, user id and password you are trying.

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