What's New?

1. Additional Logging to expedite resolution of issues on mobile

Understanding all of the variables involved when one of your mobile users encounters an error can be a time-consuming process with a lot of back-and-forth involved with your end-users.

In order to help expedite the resolution of issues encountered on mobile devices your end users can now send detailed device activity logs directly to TrackVia as a part of your escalation of issues with TrackVia Support. 

Frequently Asked Questions

How does it work? 

Mobile users are now able to send logs directly from their devices to TrackVia in two ways:

1. Whenever a user encounters an error in the application, they will be presented with an optional prompt allowing them to Contact Support:

2. At any time, users can manually navigate to the Support tab from their sidebar nav to contact support:

1. 2.

In both scenarios, the user will have the opportunity to add any additional contextual details that could assist the resolution, and email the findings to the TrackVia team: 

Note, the automatically generated email contains all the necessary account details and a zip file of the detailed logs needed to assist with issue triage. 

What's in the device logs?

The logs do not contain any sensitive information or record data from your application, they simply contain more detailed logs about the user's interactions with their device (such as foregrounding/backgrounding the application, errors encountered due to the amount of storage space on the device, etc.) that TrackVia does not have access to via our network and database logging, which can help Support understand exactly what was happening when an error occurred. 

Will the logs take up extra space on the device?

No, the logs are generated on demand and do not exceed 20MB.

When should I have my users use this feature?

Whenever you are working with a user who is encountering errors in the app or have an existing case open with the TrackVia Support team, you can instruct your users to navigate to the Support tab of the app (as shown above) to send their logs. This additional context will help our team in being able to provide the swiftest, most efficient resolution to your issues. 

2. Custom Help Menu Items on Mobile

Additionally, custom Help Menu items configured for your account on Web are now honored and carried over to iOS devices:

The ability to customize Help Menu items displayed to your end user has long been a feature on the web application.

These Help Menu items can now be found under the Support tab from the App Settings menu, where the additional logs mentioned above are also located. 

What's Else?

Note - with the release of Android 4.10.0, the minimum system requirements for TrackVia have been updated. In order to receive new updates and bug fixes, users must be on at least Android 12 or above. If you have any questions or concerns about updating your user's devices please contact support@trackvia.com and we'll be happy to assist you. Happy tracking!

Android v4.10.0