SVS Kenya

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Project Information

Support Contact Details for SVS Kenya

What's New Update

Please rea d through the documents listed below to ensure you are up to date with all changes (as explained in the documents)

Technical Information

Technical Information	Detail
Helium/Journey	Journey Application
URL	https://kenyasvs.app
APK Link	tbc
App details	tbc
Devices Used	Samsung Galaxy A12

First Line support

Organisation/ District	Details
First Line Support	Afya Ugavi SVS First and Second line support users

Second Line Support.

Afya Ugayi.

Third Line Support Contact Details.

Mezzanineware

SVS Kenya Mobile Application FAQ's.

	Question.	Answer/Description.
1.	How do I leave the App?	Please follow the steps in the link below: Process to Leave Application
2.	How do I enrol into a facility?	Please follow the steps below: Process to Enrol
3.	I have reset my helium password, but I have not received an sms notification with the new password.	Depending on your sim card service provider, please allow promotional messages.
4.	I cannot login to a facility, below is the message I get when I try, "Error “enrolment key in use on a different device”	Based on the error you are seeing, it indicates that there is another user enrolled into the facility. Contact your 2nd line support (AU) will un-enroll the person who is enrolled in that facility from the web. In case you know the user who is enrolled into the facility, then please request him/her to sync their data and leave the App.
5.	How do I create a facility?	As an end user you cannot create a facility. You will need to contact your 2nd line support (AU) to create the facility for you. As AU admin, please follow these steps:- Login to the web using the *admin/support role.* Click on more>>then Manage facilities>>and then create facilities.
6.	I cannot scan a QR code successfully. I get this error: "Your device’s date/time is in correct. Please ensure your device is configured to set the date, time and time zone automatically".	Check your data balance, as shown below. If balance is sufficient, then ensure your mobile data is on and then try opening Google and try and browse. If number 1 above is okay, and after number 2 you still cannot access the network, kindly switch off your mobile data and restart your phone. Switch on your mobile data and check if you can access the network. In case you have an alternative phone, kindly create a hotspot and use it to access and scan the QR code.
7.	I cannot see my location details despite my location being on.	Ensure your location is on. Open your app. Tap the three dots on the top right corner, and then tap on diagnostics, as shown below. 3. Check the error shown on GPS. If the error on Diagnostics is like the one indicated below, ie, "User denied the request for Geolocation", kindly long press the App and on storage, then clear cache & data. 4. Reopen the app and it will give you a popup window, asking you to allow the app to access your device location. Kindly allow it, while using the App.
8.	*I get this "NETWORK_ERROR","cause".{}} "* when scanning the QR code**	Check your data balance, as shown below. 2. If balance is sufficient, then ensure your mobile data is on and then try opening Google and try and browse. 3. If number 1 above is okay and after number 2 you still cannot access the network, please switch off your mobile data and restart your phone. Then switch on your mobile data on and check if you can access the network. 4. In addition, if you have an alternative phone, kindly create a hotspot and use it to access the facility gadget.
9.	I'm in my facility but my app shows that I am far away from my facility.	Check and ensure that you are in the correct facility by tapping on facility details. Contact your 2nd line support (AU) to help you check on the location coordinates for updates of the same.