Commonly Reported Issues

This topic discusses the first steps to be performed by users that experience problems with Framework Logistics Tablet with subsequent sections covering specific issues for users.

First Step Solutions

It is important to ensure all data on the Tablet PC is up-to-date BEFORE commencing detailed support.

Full Synchronise

On the Framework Logistics Synchronise dialog, select the Advanced tab. If the Recommended column lists Yes to any synchronise or the dates of the last synchronise are before the reported support issues, perform the following synchronises (from the Standard tab):

New Jobs Synchronise
Meeting Day Synchronise
Office Data Synchronise

Synchronise Overview

An overview of all synchronises is available in the Framework Logistics Tablet User Guide. For more information, see:

Synchronisation Settings - Standard
Synchronisation Settings - Advanced

Check Screen Filters

When a support issue relates to missing data, check each sidebar filter to ensure that all details are displayed.

Re-Stamp Jobs (Missing Job Data Only)

For missing job data, re-stamp the site's allocation for the missing job (from the Client Allocation screen in Framework Logistics Desktop) and then perform a New Jobs Synchronise in Framework Logistics Tablet. After the synchronise, refresh the Select Job screen.

As this process should not be required, report all instances of completing this process to Insula Software support.

Detailed Commonly Reported Issues

This topic discusses the most commonly reported issues with Framework Logistics Tablet and the likely causes and solutions to these problems.

Jobs Not Showing On Tablet Select Job Screen

Symptom: One or more jobs cannot be seen on the Select Job screen.

Likely Cause(s)

Solutions

It may have moved to another supervisor or out of construction.

OR

The job(s) is no longer allocated to this site as it does not match the site's allocation criteria (verified on Framework ECM's Construction Overview screen andFramework Logistics Desktop's Site screen).

Ensure the job does not appear when the other Work Flow Stage Filters are ticked. Also check the All, Mine and Manager's filters as these will indicate whether the data is all there for the job or not. If the job can be seen under a different filter then it may have changed supervisors or may not be in the construction stage anymore; refresh the Select Job screen.
Verify in Framework Logistics Tablet that the job is still in the construction stage, is still active, and is allocated to the site.

Data for the job(s) is missing from the tablet.

This is often an entity such as Ordering Estimator, Admin Administrator, Construction Administrator, Product Data (House Type, House Package, Promotion, Series, Maintenance, Address).

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, refresh the Select Job screen.
Re-stamp the site's allocation for the missing job and perform a New Jobs Synchronise; refresh the Select Job screen.

CRITICAL

The following should only be performed by Insula Software.

Determine which data is missing by manually checking through the tables linked into the view which populates this screen (v_cstLTSelectJob), then manually stamping this data in the office end (set d_modified to Format(Now(), “yyyy-mm-dd”) and t_modified to Format(Now(), “yyyy-mm-dd hh:mm:ss”) and download the data using the relevant synchronise (check which packet number from the Synchronise Configuration screen in Framework Logistics Desktop's Site screen); refresh the Select Job screen.

Job Not Showing On Progress Or Delays Screen

Symptom: One or more jobs cannot be seen on the Weekly Progress or Delays screen (but can be seen on the Select Job screen).

- Verify that the job can be viewed when an appropriate Progress Period is selected.
- On the Framework Logistics Synchronise dialog, select the Advanced tab. If the Recommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
  - - New Jobs Synchronise
    - Meeting Day Synchronise
    - Office Data Synchronise
- Re-stamp the site's allocation for the missing job and perform a New Jobs Synchronise.

CRITICAL

The following should only be performed by Insula Software.

- Determine which data is missing by manually checking through the tables linked into the view which populates this screen (v_ cstLTProgUpdate), then manually stamping this data in the office end (set d_modified to Format(Now(), “yyyy-mm-dd”) and t_modified to Format(Now(), “yyyy-mm-dd hh:nn:ss”) and download the data using the relevant synchronise (check which packet number from the Synchronise Configuration screen in Framework Logistics Desktop's Site screen).

The following should only be performed by .

Likely Cause(s)

Solutions

Selected Progress Period is irrelevant for the missing job as it was not in construction for that time.

Data for the job(s) is missing from the Tablet PC.

Example: The job does not have a construction period for the period shown in the drop-down box at the top of the screen.

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
Verify that the job has Progress Periods (calls) created via the History screen in Framework ECM. If they haven't been created, create them; perform a Daily Full Synchronise.
Re-stamp the site's allocation for the missing job and perform a New Jobs Synchronise.

CRITICAL

The following should only be performed by Insula Software.

Determine which data is missing by manually checking through the tables linked into the view which populates this screen (v_ cstLTProgUpdate), then manually stamping this data in the office end (set d_modified to Format(Now(), “yyyy-mm-dd”) and t_modified to Format(Now(), “yyyy-mm-dd hh:nn:ss”) and download the data using the relevant synchronise (check which packet number from the Synchronise Configuration screen in Framework Logistics Desktop's Site screen).

Progress Percentages Lost Or Incorrect

Symptom: Percentages for the job(s) are zero when they shouldn't be, otherwise they appear incorrect.

Likely Cause(s)

Solutions

Data has been entered on the Tablet PC but the statistics have not been updated recently.

Run the update statistics across all jobs (Tools > Recalculate Statistics (All Jobs)); refresh theWeekly Progress screen.
Perform a Meeting Day synchronise; refresh the Weekly Progress screen.

Job has changed supervisor but the previous supervisor still has the job data.

Ensure the previous supervisor (as read on the Comments screen in Framework ECM) completes a New Jobs Synchronise to remove the old job data.

Weekly Progress data for the job(s) is missing from the Tablet PC.

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, refresh the Select Job screen.
Verify that the job has Progress Periods (calls) created via the History screen in Framework ECM. If they haven't been created, create them; perform a Daily Full Synchronise.
Re-stamp the site's allocation for the missing job and perform a New Jobs Synchronise; refresh the Select Job screen.

CRITICAL

The following should only be performed by Insula Software.

Determine which data is missing by manually checking through the tables associated with progress (cstL_progStg, cstL_progDay, cstL_progAct, cstL_item, cstL_call cstL,_pgm, cstL_pgmStg,) then manually stamping this data in the office end (set d_modified to Format(Now(), “yyyy-mm-dd”) and t_modified to Format(Now(), “yyyy-mm-dd hh:nn:ss”) and download the data using a Daily Full Synchronise; refresh the Weekly Progress screen

Orders Missing

Symptom: Orders data missing from the Orders screen.

Likely Cause(s)

Solutions

Screen filter is preventing the data from being seen.

Toggle the different filters to determine if the orders can be viewed under a different filter, then determine why this may be the case.

Orders (and related) data is missing from the Tablet PC.

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, refresh the Orders screen.
Re-stamp the site's allocation for the missing job and perform a New Jobs Synchronise; refresh the Orders screen.
Check that the orders exist for the job in the office via the Framework ECM Orders screen. If no orders exist then the issue may be caused by Framework Integration or orders creation outside of Framework/Insula Software.
If orders exist, re-stamp the orders data and perform a Meeting Day Synchronise. This MUST only be performed by Insula Software.

CRITICAL

The following should only be performed by Insula Software.

Determine which data is missing by manually checking through the tables linked in the view that populates this screen (v_cstLTOrders) then manually stamping this data in the office end (set d_modified to Format(Now(), “yyyy-mm-dd”) and t_modified to Format(Now(), “yyyy-mm-dd hh:nn:ss”) and download the data using a Daily Full Synchronise; refresh the Orders screen.

Payment Approval Record Missing

Symptom: Unable to approve purchase orders from the Orders screen.

Likely Cause(s)

Solutions

Orders data missing from the Tablet PC.

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, refresh the Select Job screen.
Check that the orders exist for the job in the office end via the Framework ECM Orders screen. If no orders exist then the issue may be caused by Framework Integration or orders creation outside of Framework/Insula Software. If orders exist, re-stamp the site's allocation to the job(s) with the missing orders data and perform a New Jobs Synchronise.

Suppliers/Trade Entities Missing From Tablet

Symptom: Suppliers listed as [Missing] and/or unable to be found on the Select Supplier dialog.

Likely Cause(s)

Solutions

Supplier entities missing from the Tablet PC.

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, refresh the relevant screen and re-open the Select Supplier dialog.
Verify that any screen filters are not preventing entities from being seen, take the appropriate action. If suppliers cannot be displayed using the Team filter, check that the entity is valid for the tablet user's team via the Team Entity screen in Framework ECM's Administration module (Administration > Entity > Team Entity).
Verify that the user is logged into the correct region/division. Check the sys_userCtx table for multiple entries. The user may be logging into a region/division that is invalid for the suppliers (if the supplier's entities belong to a single region/division and not to all regions/divisions). Check the default login in for Framework for the user and change if required – then perform aMeeting Day Synchronise and restart Framework Logistics Tablet.

Orders Not Linking

Symptom: The Link button does not perform the linking of purchase orders correctly.

Likely Cause(s)

Solutions

Required Logistics/Orders data is missing from the Tablet PC.

On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, re-try the Link button.
Check that the orders can be linked in the office via the Orders button on the Framework ECM Orders screen. If not, then the issue may be caused by Framework Integration orFramework Logistics Desktop settings. To confirm, check that the required supplier(s) are integrated with Framework Logistics Desktop so that Framework Integration will create and update the orders data correctly. If the orders can be linked, try synchronising the now-linked orders down to the Tablet PC via a Meeting Day Synchronise.

CRITICAL

The following should only be performed by Insula Software.

Verify with the client that Cost Centre Codes for Framework Construction Logistics activities have not changed recently. If they have changed, manual data updates may be required via specific queries or major data entry will be required to enter or modify the logistics data.

Call Forward Missing From Tablet

Symptom: The Call Forward screen does not populate.

Likely Cause(s)

Solutions

Logistics data for the job(s) is missing from the Tablet PC.

Check that the screen filter(s) are not preventing the Call Forward Items from being viewed.
On the Framework Logistics Synchronise dialog, select the Advanced tab. If theRecommended column lists Yes to any synchronise, perform the following synchronises (from the Standard tab):
- New Jobs Synchronise
- Meeting Day Synchronise
- Office Data Synchronise
- Finally, refresh the Call Forward button.
Re-stamp the site's allocation for the missing job and perform a New Jobs Synchronise; refresh the Call Forward screen.
CRITICAL

The following should only be performed by Insula Software.
Determine which data is missing by manually checking through the tables linked into the view which populates this screen (v_cstLTCallFwdPgm), then manually stamping this data in the office end (set d_modified to Format(Now(), “yyyy-mm-dd”) and t_modified to Format(Now(), “yyyy-mm-dd hh:nn:ss”) and download the data using the relevant synchronise (check which packet number using the Synchronise Configuration screen in Framework Logistics Desktop's Site screen); refresh the Call Forward screen.

Incorrect List Of Suppliers Shown

Symptom: When selecting a supplier for an entity, the list of suppliers presented is incorrect or incomplete.

Likely Cause(s)	Solutions
Entity Setup	Review entities and entity roles in Framework ECM (Administration module).
Entity Role Assigned to the Call Forward Activity is Incorrect	Review and/or update the entity roles assigned to call forward activities in Framework Logistics Desktop (Logistics Programme screen).

Synchronise Disconnections

Symptom: Users are disconnected during a synchronise.

Likely Cause(s)	Solutions
Network Connection Reliability	This is caused by environmental factors ONLY. Check all aspects of network connectivity (e.g., Internet, VPN, WAN, LAN, Wireless, Wired, etc.).

Long Or Slow Synchronise Times

Symptom: Users experience slow synchronise times.

Likely Cause(s)	Solutions
Connection Speed	Retry on an alternate Internet connection (e.g., Wired, Wireless, LAN, etc.).
Server Load	Retry the synchronise at a different time (possibly after hours).
Significant Time Has Passed Since a Full Synchronise	If a significant time has passed since a full synchronise has been performed, then this synchronise will be slow. Consider synchronising in the office using the office LAN.
Other Environment Issue	If there is a widespread issue with multiple staff, escalate to Insula Software support.

File Synchronise Problems

Symptom: Users experience file and folder synchronisation problems.

Likely Cause(s)	Solutions
Files In Use	Files that are being used cannot be copied. These files will be synchronised when the file is not in use.
Network Connection Reliability	This is caused by environmental factors ONLY. Check all aspects of network connectivity (e.g., Internet, VPN, WAN, LAN, Wireless, Wired, etc.).
Specifics Files/Folders Are Failing	Review file and folder names for unusual characters. Review file and folder lengths and paths to ensure they are not too long or too deep.