Check your app version, connection and sync status, and give support exactly what they need.
The diagnostics screen shows what is going on underneath the app: which version you are running, whether the app can reach Commusoft, and whether anything is still waiting to upload. When you contact support about the app, this is the screen they will ask you about.
Opening diagnostics
âĄď¸ Tap your profile icon > Diagnostics
There is no settings icon or side menu. Your profile icon at the top of the home screen is the only way in.
What each section tells you
User
Client ID: Your company's Commusoft account number
Username: The account you are signed in as
Device
OS: The version of Android or iOS your phone is running
Current device date and Current device time: Your phone's clock
Note: If the date or time here is wrong, fix it in your phone's own settings. Commusoft records your arrival and departure times from this clock, so a phone with the wrong time will record the wrong times on jobs.
Commusoft app
Build: The version of the app you are running
Last time backup diary sync was run
Date selected for diary backup
Device compaction date: When the app last tidied up its stored data
Records not uploaded yet
This section lists anything you have done on the app that has not reached the office yet. If it has entries, your work is saved on the phone but has not synced, usually because of a poor connection.
Important: Never uninstall the app while anything is listed here. Anything that hasn't synced is lost when the app is removed.
Connection test
The connection test checks two things:
App server: Whether your phone can reach Commusoft
Data sync: Whether your phone can sync your work with Commusoft
Each row shows one of these results:
Connected: The connection is working. The number in brackets is how long it took, in milliseconds.
Connection blocked: The connection is being blocked.
Connection timed out: The connection took too long to respond.
No connection: Your phone has no internet connection.
If either row isn't Connected, move to a better signal or Wi-Fi before starting a job.
Refreshing and clearing
On Android, pull down on the diagnostics screen to refresh your diary data.
The brush icon at the top of the screen clears temporary files, which can help if the app has become slow.
What to send support
If you are reporting a problem with the app, include:
Your Client ID and Username
Your Build number
What the App server and Data sync rows show
Whether Records not uploaded yet has anything in it
That is usually enough for support to work out what is happening without a call.
Common questions
Where is the diagnostics screen?
The diagnostics screen is in your profile. Tap your profile icon at the top of the home screen, then Diagnostics.
My work is not showing on the office system. What do I check?
If your work isn't showing for the office, open diagnostics and look at Records not uploaded yet. If there are entries there, your phone is holding work that has not synced. Move somewhere with a better signal, then fully close and reopen the app to trigger a sync. Don't uninstall the app until the list is empty.
What does device compaction date mean?
The device compaction date is when the app last tidied up the data it stores on your phone. It is routine housekeeping and nothing you need to act on.