Mobile Device Troubleshooting

1. Ensure that your device has a network connection.
   This could be either Wi-Fi or mobile data (3G, 4G phone connection etc)
   Without a network connection the device will not function as expected and you may experience issues when logging in or scanning barcodes. 
   
   
2. Ensure the URL on the device is correct if you are having issues with scanning/loading etc
   In the Settings page of the app there is a URL that links the device to TransVirtual which then allows information such as scans to flow back and forth between the device and the TransVirtual servers
   
   
   
   The URL should look like the below:
   
   
   If the URL on your device is not the same as the above, you can tap and hold the URL field to revert the URL back to the default:
   
   
   Click yes and the URL will return the to the default which will be https://mobile.transvirtual.com.au 
   
   
3. If you can login but can't scan any freight you may be experiencing slow/degraded network performance; if you are connected to Wi-Fi and are on the edge of the Wi-Fi range this can cause issues as the connection you have will be 'slow' and means performing tasks that require internet will take longer and may not work.
   
   
4. When logging into the app, if you receive a message saying incorrect username/password, this means you have entered incorrect credentials. Double-check your login details and ensure they are correct. 
   
   
5. If you are having trouble scanning freight using a mobile scanning device, this could mean that your device is not setup correctly. Barcode scanning devices require configuration to work with TransVirtual. The setup for each device type will vary. See below for links to articles on some of the more common device setups:
             Urovo i6310 setup
             Scan SKU Device setup
             Point Mobile PM80 device setup
             Chainway Device setup
             CipherLab Device setup
             Motorola/Zebra TC55+ Zebra TC57HO Devices
   
   
6. If you see an error message on the app saying "pending" followed by a number, this indicates that there are that many consignments waiting to have information uploaded to the servers from your device. As long as the number goes down over time there should be no cause for alarm around this. This error message could appear if you are using a "slow" network and performed a lot of deliveries etc.
   
   

Troubleshooting printing from a device

To achieve this, go to the search page and scan or type a consignment to search for it:

From here, select the plus icon as per the above and then choose either Print Consignments or Print Labels and then follow the prompts to choose a printer to print to.

If you experience an error related to "Bluetooth connection" or something to this effect, then you will need to exit the TransVirtual app and enter the settings for the TransVirtual application from within the settings/app page of your device:

Entering you will see a page like the below:

Select Force Stop to "kill" the app.
This may resolve this error.
If it does not, try similar to the above but this time, click on Storage:

Then select both of the below options:

Clearing the data and cache essentially 'resets' the application.

Note: When selecting these two options it is advisable to ensure the device in question is 'blank' in that no consignments are loaded into the load or delivery pages as these two buttons will remove everything from the device which can cause issues with PODs and completing pickups/deliveries etc (best to ensure device has nothing loaded onto it).