Support Guide: Troubleshooting CRM Mobile App Issues

General Information to gather for ALL app issues

Please note this macro is only for issues that occur in the CRM Mobile App ONLY (please test before submitting that the same issue is not also occurring in the CRM desktop version on a computer. 

Issue Summary:

(A one-liner description of the issue)

Additional Information: 

To help us reproduce the problem, we need as many details as possible about the experience, like:

What were they doing when the problem occurred? 

A:

What screen or error did they see when the problem occurred? 

A:

How did they access the app/lead (Ex: navigating the app directly or clicking a lead link in a notification)? 
A:

Any additional information: 

Troubleshooting completed: 

1. Did you clear the app cache and storage on the device per the article *here*? (Y/N): 
2. Did you restart the device and reinstall the app after the above? (Y/N): 
3. Does this issue occur on multiple networks? (Y/N): 
4. Is the issue occurring on multiple devices? (Y/N): 
5. Are you able to reproduce the issue on your personal device? (Y/N): 
6. Is the issue only occurring on one type of device (ex: only on Android)? (Y/N please provide info if Y): 

Client Information:

Phone/App Information:

• Device:
• Phone OS:
• Version & Build Number of Real Geeks app: 
• Internet connection type: 

Do not escalate this ticket unless all information and troubleshooting above is completed. 

How to find the information required

Phone/App Information:

Device:
iPhone: Settings > General > About > Model Name
Android: Settings > About Phone > Model 

Phone OS: 
iPhone: Settings > General > About > iOS Version
Android (Google Pixel): Settings > About Phone > Android version
Android (Samsung): Settings > About Phone > Software Information> Android version 

Version of Real Geeks app: 
Go to the Real Geeks App > Settings Icon > About > Provide Version & Build Number

Or the easy way: 

If the client goes to the Real Geeks CRM app: 

1. Select the settings icon in the bottom right
2. Scroll all the way down and select "Send Feedback"
3. Select "Report a Problem" 
4. Send the default email to support@realgeeks.com 

1. Select the settings icon in the bottom right > Scroll all the way down and select "Send Feedback"

2. Select "Report a Problem" 

3. Send default email to support@realgeeks.com

Clearing App Cache & Fresh App Install - iPhone

1. Tap and hold on the Real Geeks App icon
2. Select the option for "Delete App" (in red)
3. Completely power off the phone (Slide to power off) 
4. Turn the phone back on 
5. Reinstall the App from the App Store 

Clearing App Cache/Storage & Fresh App Install - Android

1. Go to Settings > Select "Apps"
2. See all XXX apps
3. Scroll down to "Real Geeks" and select 
4. Select "Storage & cache"
5. Select "Clear Storage"
6. Select "Delete" on pop up 
7. Select "Clear cache" (there is no pop-up but the icon will then turn gray)
8. Select back button (top left)
9. Select the option for "Uninstall" 
10. Select "Ok" on pop-up 
11. Reinstall the CRM App from the Play Store

1. Go to Settings > select Apps

2. See all XXX apps

3. Scroll down to "Real Geeks" and select 

4. Select "Storage & cache"

5. Select "Clear Storage"

6. Select "Delete" on pop up 

7. Select "Clear cache" (there is no pop-up but the icon will then turn gray)

8. Select the back button (top left)

9. Select the option for "Uninstall" 

10. Select "Ok" on pop-up 

Open in App vs Browser

Android

1. Go to Settings on your phone.
2. Select Apps and select the Real Geeks application from the list.
3. Under application info, scroll down and select the Open by default option.
4. Enable the toggle for Open supported links.
5. Select "Add link" 
6. Checkmark leads.realgeeks.com and select "Add"

1. Go to Settings > Apps

2. Select the Real Geeks application from the list.

3. Under application info, scroll down and select the Open by default option.

4. Enable the toggle for "Open supported links" and click "Add link"

5. Checkmark leads.realgeeks.com and select "Add"