Mobile Device Related Support

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1. Navigate to "Settings".

2. Scroll down and click on "App and notifications". 

3. Tap on "All apps".

4. Now scroll down until you find your application, once found click on the application.

5. Click on "Storage".

6.  Click on "Clear cache" and wait 10 seconds.

7. Now you can exit the "Application manager", re-open your application and log in.

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1. Head into your Settings > Select Apps

2. Locate and select the app you would like to uninstall

3. Tap on Uninstall then tap OK to confirm action

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1. Swipe down from the top of the screen to bring down the Notification panel.

2. Tap on Mobile Data to enable or disable this setting

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1. Open settings.

2. Tap on the Search icon and type "Software information"

3. Tap Software information

4. Tap Software information again

5. The Android version that your phone is running will be displayed

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1. Navigate to the your Mobile application.

2. On the sign on screen, click on the 3 dots in the top right corner of the screen.

3. Click on about

4. Check the Version of the application.

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1. Swipe down on the main screen to reveal the notification panel. 

2. Tap the Settings icon.

3. Tap Connections.

4. Tap Mobile networks.

5. Tap the switch button to turn Select automatically on/off

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1. Head into Settings and tap on Connections.

2. Tap on Mobile networks.

3. Select Network Mode.

4. Choose your preferred Network Mode.

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1. From the quick panel open Settings. 

2. Select Connections.

3. Select Mobile networks.

4. Select Access Point Names.

5. Select the three vertical dots on the upper right of the screen and select Reset to default.

6. Confirm the process and tap Reset again. 

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1. Swipe up on your home screen to access your apps

2. Tap the Settings app

3. Tap General Management

4. Tap Date and time

5. Tap Automatic date and time
   - Please note: when automatic date and time is turned on, other options will no longer appear

Press and quickly release the Side/Lock and Volume down buttons

Note: To access screenshots, from the home screen, select the 

How to troubleshoot a poor connection?

Should you experience loss of coverage or poor signal, step out of the building or move to a different location and check if you receive a more stable connection/coverage.

Process to follow when a User does not get any Network signal

Please send the following information to Mezzanine support desk in order to log a thorough signal Investigation with the Service Provider:

1. Contact person and extra mobile or landline number

   1. The Service Provider will contact the user with this details.

2. The Mobile Network Service Provider's number needing investigation

   1. The mobile number for the device that is struggling to synchronize data to the server.

3. Physical address of the location where the user does not get network signal.

4. Description of the signal issue as experienced by user.

5. Forward this detail to support@mezzanineware.com.

6. Please allow Mezzanine support to liaise with the Mobile Network Service Provider during this investigation. 

   1. Note that the service provider may take up to 21 days to complete their investigation depending on the user's availability.

The following Steps needs to be taken when Escalating an Issue to Mezzanine Support Desk.

Step by step Introduction to Zendesk found here:

1. Note as much detail as possible about the user who is experiencing the problem:

   1. Name Surname

   2. Contact Number and Mobile number or Login details as registered on the system

   3. Affected Product Name

2. How many users are affected (estimated if not known accurately)?

3. Who is the Fist Line Support person attending to this issue and what troubleshoot steps were taken to try and resolve the issue

Further Details that could help the Third line Support (Mezzanine Support):

1. Have you confirmed:

   1. That the user's device has connectivity to the cellphone network and internet?

   2. That the user's device has quality and consistent access to the internet?

2. Describe the problem this user is experiencing:

   1. What feature was used?

   2. What was the expected result?

   3. What was the actual result?

   4. Did it happen once or multiple times?

3. Describe the error received by the user - please attach a screenshot if possible.