Hello everyone- We have roughly 100 technicians using Field Service Mobile across the US. We operate out of the top 50 major cities with strong cellular connection. Any given day, a handful of them will experience issues related to the app not syncing and/or the app crashing. For example, when a technician completes the work steps on a work plan the service appointment shows complete on their mobile device. However, via the web in FSL dispatch console the SA will still show in progress status. I reach out and have them manually sync, clear cached meta data, complete work steps again, or wait to get back to the store and on a strong WiFi signal but rarely am successful in getting their locally stored data uploaded to the cloud. There is no rhyme or reason that I have found. Sometimes the sync will provide an error regarding an image upload or status transition that is not true (cannot switch from complete to in progress which makes no sense), and other times it shows the sync completed with no error, yet the gantt chart still shows the previous status and we are missing SA details. The app will randomly crash as well while on a task or after logging in. My only recourse is to have the app deleted from the iPhone storage and pushed again from the MDM. At that point the app works as expected for some time. Anyone else experience this recently or have a suggestion on what we can look into? All devices are iPhone 14/15/16s operating on the latest iOS version, automatic updates are on. Same phone carrier. The app is managed via a MDM that I can monitor and verify there are no issues from a compliance standpoint and device settings are all consistent. Any insight appreciated. Thanks Matt
We recently ran into a similar issue where Field Service Mobile would hang during sync or fail to update changes to the cloud. After investigating, we found it was caused by a long sync time on certain objects.
What helped us troubleshoot:
- Check the sync to identify which objects are taking the longest to sync.
- In our case, we discovered that Service Templates were causing excessive sync times.
Our fix:
We removed access to Document Builder templates by taking away the
“Field Service Document Builder” permission set from our mechanics. After this change, the sync became much faster and more stable.If you aren’t actively using Service Templates, try disabling Document Builder and see if it resolves your sync issues.
