Troubleshooting

Troubleshooting[edit]

When troubleshooting there are a few things you can do from your end.

Check the Internet, Device, and  Browser.

Internet[edit]

Check internet connection and speed.  www.Speedtest.net  - Speed should be 40+ mbps Download speed Try a different network. If you are on your normal internet try to use a hotspot that is using data (3g or better) not wifi and see if the challenge continues.

If you are having issues all of the sudden being able to use ThermoGrid use a device that is not connected to your company network. One way to do this is use a smartphone or tablet that has wifi off. From here try to login into TG, if the device can access TG but the devices on your company wifi or network cannot then you need to contact your internet provider and let them know the situation. They may need to white list TG so you can access again.

Device[edit]

Do you have the same issue on a different device?

Check mobile vs desktop as well.

Browser[edit]

Are you using Google Chrome? Use Google Chrome.

Is the browser up to date? In Chrome click - the 3 dots in the top right of the browser, click - Help, click - About Google Chrome.

Try a different browser to see if you have the same problem. 

Try to recreate the issue on a different device.

  If you can not recreate the issue on a different device using a different network, see below.

Challenges:

• Logo not loading
• VoIP recordings not loading or playing
• Can't get to ThermoGRID login site
• Can't upload/download file, documents, pics
• Can not process Credit cards or ACH

If other devices can do this from other networks check DNS.

Settings>More Tools>Developer Tools>Console

If you see an error "unable to load" (404) "Name not Resolving" you will need to change your DNS.

On the device go to network settings>Advanced>+DNS Server

Use 1.1.1.1 or 8.8.8.8

 

 

VPN - Notice if you use a VPN[edit]

For security reasons, in our recent maintenance window, we started to block web traffic to ThermoGRID from areas outside the US and Canada.

 

We are currently only targeting companies in the US and Canada so this shouldn't be a problem for most of our customers. It can however, affect some people in specific circumstances.

 

To determine if this will affect you, you can review the following questions:

 

1. Do you plan on using ThermoGRID while traveling outside the US and Canada?

      1b) No. - This change will not affect you for this scenario.

      1a) Yes. - You will be affected by this change and will likely not be able to connect to ThermoGRID.

                       If you still need to use ThermoGRID while traveling outside the US or Canada, look into getting a VPN or a proxy server that is based in the US or Canada.

2. Do you use a VPN while at work?

      2b) No. - This change will not affect you for this scenario.  

      2a) Yes. -  Review question 3.

            3. Do you connect to a VPN server outside the US or Canada or get proxied through a country outside the US or Canada ?

                  3a) Yes. - You will be affected by this change and will likely not be able to connect to ThermoGRID.

                                   In your VPN client, try to change locations to one in the US or Canada or switch to another VPN provider.

                  3b) No. - This change will not affect you for this scenario.

                  3c) I'm not sure. - Look at your VPN client and try to locate where you are connected to.

                                               If it's in the US and/or Canada and ThermoGRID is currently working for you, you should be okay. 

                                               If it's not in the US and/or Canada or you can't currently connect to ThermoGRID, in your VPN client, try to change locations to one in the US or Canada or switch to another VPN provider.

Error Codes

Device

Phone device has encountered an error. Please reload the page. If the problem persists, please contact support. Error code: 31204

This means the WebSocket and Twilio (the phone service) were dropped. This is usually because:

• Temporarily lost internet connection (reload page to ensure are able to receive calls)

Phone device has encountered an error. Please reload the page. If the problem persists, please contact support. Error code: 31201

This is a Generic Unknown Error

• This can bve that ThermoGRID needs permission to use your microphone.

Phone device has encountered an error. Please reload the page. If the problem persists, please contact support. Error code: 31208

• This means you denied access to your microphone.

Geo-location

Could not retrieve user location: ERROR: Timeout expired [CODE: TIMEOUT]

This means your browser went to get your location and it could not do it in a timely manner so it quit.

It will fetch your location when these things happen:

• Logging in
• Clocking in or out
• Every 5 minutes
• Get location for (turn by turn directions on a job)
• Call info page (adding a call)

 

Why can't I dispatch a technician?

Ineligible Users for Jobs 

Check all items below

1. Look at job info in the job “Primary Job Type”, “Department”, “Job Type(s)”, and “Required Tech Skills”
2. User: “Roles” if “Department” was “Service” then role must have “Do Service Calls”
3. User: if “Required Tech Skills” had a skill set selected then the user must have the skill set under their “Skills”
4. Go to Admin, Manage Drop Downs, Primary Job Types… look at the “roles” for each and make sure a “Role” such as “Do Service Calls” is on the “Primary Job Type”… you can add more that one “Role” to each “Primary Job Type”
5. Click ‘”Reports”, Click “Daily Management”, Click “Settings” in the top right of the screen, Click on the “Category” (HVAC, Plumbing, Radon, Etc.), Click “Tech Levels”, Click “Edit”, and make sure that all users are listed as a user in one of the Levels drop down and are selected… You will need to do this for each category your company has (HVAC, Plumbing, Radon, Etc.) When done click “Apply Settings” on the left of the screen.

Get an error when dispatching

If you see it populate the year 1969 then you probably have an extension issue.

Other issues here may be caused by using extensions on a browser. 

Extensions interact and interfere with with browsers, some will prevent scheduling and dispatching. This is listed in the terms of use as it can happen but is rare.

To over come this issue you have 4 options:

1.  White list your TG url from the extension 
2. Turn extension off all together
3. Use Google Chrome for TG with Extension off and another browser to use for other searching with it on.
4. Use incognito window 

How do I close out my Jobs?

Close Out a Call, Job, and Order

• Follow the Closing Instructions below here.
• Follow the Job flow process here

1. After these items have been taken care of you can use the "Status Filter" button to hide certain types of statuses such as closed jobs... This will save your preferences so if you want to see these types in the future you must change it back.

Why can't I  Add Equipment?

• Click My calls
• Click Call Number
• At “Client Details” click “Units” next to “Addresses”
• Click “+ Add Unit”
• Add in: Type, M#, S#, Installation date
• Installation date when you installed or the tag on the unit use M# and S# to look up and just get to the closest year.
• Once all required info is in you will notice the “Add Unit” Button will get darker.
• When adding in second unit it will pre populate the date you must still select the date to confirm the pre populating date. If you do not click the date the “Add Unit” button will still be a light shade and will not let you add the unit.

Tech or Sales Rep Getting an Error Working in a Job/Call/Order

• If a tech or a sales representative clicks on a job from the calendar and goes into the job info page and they do not have a role of dispatch jobs they will get an error.
• If a tech has the role to add calls and can view all calls they can click into it but if they try to add order they will get an error… you need to assign the job to them so they can add orders.

 

Can't Add a Job to a Call

• Make sure Client info is typed in... Name & address 
• Make sure category is selected
• if this is a new client click the yellow/orange button add new client

 

Can't Geo Locate Vendors When Clicking "Show Map" on Calendar

• Click Admin, Click Manage Suppliers, Make sure all supplier data (address) is in

Can’t Get ThermoGRID to Pull up or Login

• Turn off private browsing
• Make sure you do not have www.abc .thermogrid.com, it must be https://abc.thermogrid.com to have a secure site.

QuickBooks Not Syncing

• Make sure your account in QB is connected to ThermoGRID… go to admin company settings and read instructions.
• Make sure your chart of accounts in QBs is the exact same in ThermoGRID “company settings” and service catalog “department”
• Make sure you completed the order in job costing.
• If QB online check: http://Status.developer.intuit.com/
• Check Error Log: Click "Administration", "Company Settings" and go to your version of QuickBooks and click "View Log"
• If you have errors click here for error codes to resolve.

Can't Delete an Order

• Can’t delete an order that has been submitted unless you click the triangle next to the edit symbol and change settings to open.
• Don't have the Role to do so.

How Do I Find History?

Couple Options. 

Click "Clients", Click on the edit button "The Pencil", Click "View Calls" (you may need to clear your filters or search bar to see all calls for this client) From here you can scroll through the calls.
Or
Click "My Calls", Search for existing call by client name or call number and click on the call number or “+Add New Call” if they are calling in. Then under “Client Details” it will show (Address, Units, History)... If you do not see this, then click the triangle so it is pointing down. Then Click "History".

This will show you the date of each call and #of jobs and Orders tied to it... If you want more info click on the call number and it will open all the info that is in it.

 

Items in the service catalog not showing up on an order when selecting "Add Item"

A few things can cause this:
1. The "access control" does not include the role of the individual. This is located at the bottom of an item when editing it in the service catalog or column ACL when exporting.
2. You duplicated an item when creating it and it has the same Item ID as another.

3. Can Add without parent is set to "N" no 

Can't Find Call/Job/Order

Clear filters 
 

Using Extensions

Other issues Here may be caused by using extensions on a browser. 

Extensions interact and interfere with with browsers, some will prevent scheduling and dispatching. This is listed in the terms of use as it can happen but is rare. In some instances the extensions auto fill data and can completely overwrite the info you have in.

To over come this issue you have 4 options:

 

1. Turn extension off all together and then go in and white list each site you wish to have it active on. (Recommended)
2. Use Google Chrome for TG with Extension off and another browser to use for other searching with it on.
3. Use incognito window 

 

Revenue not showing up on the DMR (Daily Management Report)

• Make sure the tech created their own order
• Job Flow
• Closing Job
• DMR Process