Troubleshooting

We’re here to help, please find our most common questions answered below. Alternatively you can view our User Manual here.

My app is behaving strangely

  • Check for app updates in the App Store.
  • If an update is available for Field InTouch, tap on the 'Update' button.
  • Your iPad will then download and install the app update.
  • If prompted, enter your iTunes Store account information.

I’m having trouble syncing

Check your Internet connection.

Here are some steps to check your connection:

  • Go to your web browser and check that a web page loads successfully. If not, you may need to agree to the Terms and Conditions of the network provider. In this instance, a Terms and Conditions window will appear before the web page has loaded, asking you to accept terms and conditions before proceeding.
  • Check the Wi-Fi signal indicator in the status bar at the top of your screen. If there are no bars, or if it says “No service,” try moving to a different location.
  • Check that the iPad is not set to Airplane Mode. Open up your Settings and look for the Airplane Mode switch. Ensure it is set to 'Off'.

My audio isn't working

Are you presenting but unable to hear the sound effects or video audio?

  • Please check that your device's audio is switched on. This can be found on the top right side of the iPad.

I’ve been told there is new content available. How can I access it?

  • Open the Field InTouch App on to the main menu. Tap on the Settings icon and then tap on the ‘Sync Content’ button. This will start to download any new content that is available to you. You will need to be connected to Wi-Fi for the download to work.

There are no outlets appearing in call set-up

  • If your customers don’t appear in the store list, check that you have the correct state selected. This can be checked in the call set-up state dropdown and in the app's Settings.

My app is unresponsive or appears frozen

  • Return to the iPad Home screen, and then press on the iPad Home button twice.
  • Swipe between the active apps until you come across Field InTouch.
  • Swipe the FiT screen up to shut down the app.
  • Click the iPad Home button and then try opening the app again by tapping the app icon.

How do I restart my iPad?

  • To restart an iPad, first turn the iPad off by pressing and holding the lock button until a red slider appears.
  • Slide your finger across the slider and the iPad will turn off after a few seconds.
  • Next, turn the iPad on by pressing and holding the lock button until the Apple logo appears.

How do I determine what version of Field InTouch is running?

  • Navigate to the Settings section.
  • You’ll find the app version number at the bottom of the screen.

If you encounter any problems with the app, this is a helpful reference when in contact with Field InTouch support.

How do I determine when I last synchronised?

  • Navigate to the Settings section.
  • The last sync date is displayed under the ‘Sync Content’ button. This indicates the last time you successfully synced your device.

I’ve been told there’s an app update available. How do I do this?

  • If an app update is available, you’ll receive an automated push notification asking you to update your version of Field InTouch. If you confirm the update, you’ll be directed to the App Store. Tap the ‘Update’ button on this screen to complete the update.
  • If you previously declined the update prompt, either by accident or it wasn’t an appropriate time, simply open the App Store, navigate to the Updates section and tap the 'Update' button next to Field InTouch.

We are constantly improving the Field InTouch platform so now and again there will be updates available to download.

My store list is appearing in alphabetical order, not by the closest to me. What should I do?

  • You need to turn on Location Services, which is found in settings of the iPad.
  • Select ‘Privacy’ from the side menu.
  • If Location Services are set to ‘Off’, tap this section.
  • Tap the switch so it turns green to turn this setting on.

I’m trying to search for an account in the search area and nothing is appearing. What can I do?

  • Make sure you have entered three or more numbers/letters of the account you are looking for, the list starts filtering results as soon as the third number or letter is entered.
  • Make sure you are in the correct state from the drop down found in the top right of the call set-up.

I’ve been asked to cover someone else’s store/account and they are not in my allocated states. What should I do?

  • If you have been asked to cover someone else’s store/account and their state is not appearing in your state dropdown you need to go to the Settings module within Field InTouch and select the state in which you wish to make the call. As soon as the state is selected this will sync all stores/accounts in that state.
  • When you now go to set up a call you will see this state has been added to the dropdown.

I’m searching by store name and ZIP but the store/account isn’t appearing?

You must only search by Seibel Number, store name or ZIP/post-code individually for this feature to work.

How can I check that my Geolocation Services are on?

  • You check Geolocation Services are turned on for Field InTouch by checking in settings of the iPad.
  • Select ‘Privacy’ from the side menu.
  • If Location Services are set to ‘Off’, tap this section.
  • Tap the switch so it turns green to turn this setting on.

How do I check I'm running the latest iOS software?

  • You can check you're running the latest iOS in the Settings of the iPad.
  • Go to Settings followed by General, then Software Update.
  • If there is an update, there will be a small badge with a '1' situated at the end of the row.
  • Tap this to view the latest software update details and install the software.
Have another question? Try our user manual.