When It Goes Wrong

Quick fixes for the problems a field tech meets most often in the mobile app. Each entry says what you see and what to do. For the full guide to each part of the app, follow the links.

Signing In and Your PIN

After you type your email, Choose Sign-in Method can show Continue with Microsoft, Continue with Google and Continue with Email. Not all of them work for your account. Use the one your administrator told you to use. If you weren't told, ask them before you go to site.

The app asks for my PIN and I've forgotten it

On the lock screen, tap Forgot PIN?. With signal, you sign in again and choose a new PIN; your surveys stay on the phone. With no signal, the screen shows a number to read out to your administrator, who reads back a code. See Forgot Your PIN?.

Too many wrong PINs

After 5 wrong tries, the screen says Too many wrong PINs. Try again in … and makes you wait. Wait, then type your PIN carefully, or tap Forgot PIN?. See Wrong PINs.

Voice

HAMI can't hear me

The screen says "Reconnecting. I can’t hear you until this clears." Wait a moment. The app is reconnecting by itself.
The screen says "Connection lost. Tap the microphone to reconnect." The button under it reads Tap to reconnect. Tap the microphone.
The microphone button is greyed out. The app may not be allowed to use the microphone. Allow it in your phone's settings, then open the survey again.
You chose Use Manual Input when the app asked to record your voice. That takes you back to the survey. Tap Fill Out Form to type your answers instead.

"Say 'start the survey' so I know your voice"

HAMI won't save answers until it knows which voice is yours. Say "start the survey" once.

Say “start the survey” so I know your voice. I’m not saving answers yet. Say the phrase. Tap Repeat to hear the prompt again.
I don’t know which voice is yours, so I’m not saving answers. HAMI didn't hear the phrase in time. Tap Fix, then say the phrase when asked.

Read this banner if HAMI seems to ignore your answers. See Speaker Lock.

HAMI misheard me or saved the wrong field

Say it again with the field's name, for example "the serial number is AX4471". HAMI saves the value to the field you name, then carries on.
If HAMI reads a value back and asks "Correct?", say "yes" only when it's right. Otherwise say the value again, slowly. Codes are read back one character at a time.
Or type it. Tap the form button in the voice screen's header, or go back and tap Fill Out Form. Find the field and correct it. Your answers are shared between voice and the form.

See Speaking Naturally and Dictating Codes and Serial Numbers.

HAMI talks too fast or too slow

On the voice screen, tap the Audio settings button in the header (the sound-wave icon). Under Voice speed, choose Slower, Normal, Faster or Fastest. Tap Hear it to try it. The speed applies to every voice, online and offline, and stays set on this phone.

To stop HAMI speaking at all, turn off Read answers aloud in the same sheet.

No Signal

I've lost signal

A banner says You are offline. Voice mode is unavailable. The voice button says Requires internet connection.

Tap Fill Out Form. It works offline.
Type your answers and tap the save button. Saved just now means they're safe on the phone.
When you're back online, the app sends them by itself.

If the signal goes while you're on the voice screen, it says No network connection. Voice chat unavailable. Tap Switch to Form. See Online vs Offline Mode.

I lost signal and my company has offline voice

If offline voice is set up on your phone, HAMI carries on with no signal.

At the drop. After about 8 seconds, HAMI says Signal lost, carrying on offline. and asks the question again. The header reads Offline voice. Your answers so far are kept.
While offline. Answer the question HAMI asks, short and clear. If HAMI says Sorry, I didn't get that., say it again, or tap or type the answer.
When the signal is back. A Back online button appears. Tap it between answers. Your answers sync, and HAMI says Back online. and carries on online.

See Using It With No Network.

I know I'm going somewhere with no signal

Sign in while you still have signal, and don't sign out. Signing in needs signal. If you sign out where there's none, you can't sign back in or open your surveys until you have signal again, so you can't start work on site. To step away from the phone, lock it with your PIN instead: the sign-out screen offers Lock instead. Offline, the app makes you type SIGN OUT before it will sign you out, and warns: "You're offline. You won't be able to sign back in, or open your surveys, until you have signal."

Switch to offline voice before you lose signal, so it doesn't happen in the middle of an answer. On the voice screen, tap Audio settings. Under Offline voice, tap Go offline. HAMI says Carrying on offline. It stays offline until you tap Go online.

Go offline only shows where offline voice is set up on your phone. See Going Offline Yourself.

"Survey not synced. Voice chat requires server sync."

The survey hasn't reached the server yet, so online voice can't start. Tap Use Form Mode and carry on typing. Voice works once the survey has synced.

Syncing

"Pending Sync" won't go away

Pending Sync means your latest changes haven't reached the office yet. The tag goes away once they have. Nothing says "Synced".

Get signal: Wi-Fi or mobile data.
Go to the Surveys list and pull it down to sync now.
If the tag reads Not uploaded, read the line under it. It says why.

See Syncing Data.

Photos

A photo didn't save

The app shows Upload Failed with the reason. Try again.
If Take Photo doesn't open the camera, take the photo with the phone's camera app, then use Choose from Gallery.
Photos taken offline are kept on the phone and upload when the signal is back.

See Capturing Media.

"Photos Required" when I tap Complete Survey

A question in your survey needs a photo, and the message names it. Tap Show me to go straight to it. Its photo badge shows a count such as 0/1. Tap the badge, add the photo, then tap Complete Survey again.

Location pins needed works the same way: tap Show me and place the pin. See Drawings and Pins.

Finishing

The survey won't complete

"Validation Errors" lists the required questions you haven't answered. Answer them, then tap Complete Survey again. The line under the button counts what's left, for example 2 required field(s) remaining.
"Photos Required" or "Location pins needed": see the entry above.

All required fields complete only means nothing your company made required is missing. Look over your answers before you tap Complete.

I completed it with no signal

The app says The survey has been completed. It will sync when you're back online. Nothing else to do: it syncs when you have signal.

I need to change a completed survey

Open it and tap Update Form. See Completing Surveys.