If the ePACT Admin App is unresponsive or crashing, please follow the steps below to correct or diagnose the issue.

 

1. Close and re-open the app.

 

iPhone or iPad

  1. Open the App Switcher: swipe up from the bottom edge and pause in the center of the screen; or double tap the Home button (on an iPhone or iPad with a Home button).
  2. Locate the ePACT Admin App and swipe up on the app.
  3. Re-open the ePACT Admin App.

 

Android Smartphone or Tablet

  1. Tap the Overview button (three vertical lines) in the lower-left or lower-right corner of the screen.
  2. Locate the ePACT Admin App and swipe up on the app.
  3. Re-open the ePACT Admin App.

 

2. Restart the device.

 

iPhone or iPad

  1. Press and quickly release the volume up button.
  2. Press and quickly release the volume down button.
  3. Press and hold the side button.
  4. When the Apple logo appears, release the side button.

 

Android Smartphone or Tablet

  1. Press and hold the power button, usually located on the right of the device.
  2. Tap Restart and then again to restart your device.

 

3. Update the app to the latest version. 


iPhone or iPad

  1. Open the App Store.
  2. Search for “ePACT Admin” or tap the Updates button at the bottom of the screen.
  3. Tap the update button next to ePACT Admin.
  4. If an open button exists instead of an update button or ePACT Admin does not appear in the Updates section, you may be on the latest version of the app.
  5. To check, tap the ePACT Admin icon to the left of the open button.
  6. In the What’s New section, the latest version number of the app is displayed on the right-hand side.
  7. Compare this to the version installed on your device.
  8. Tap the hamburger menu (three horizontal lines) in the top right-hand corner of the ePACT Admin App.
  9. Tap About ePACT App and note the Version #.

 

Android Smartphone or Tablet

  1. Open the Play Store.
  2. Search for “ePACT Admin”
  3. Tap the update button next to ePACT Admin.
  4. If an open button exists instead of an update button, you may be on the latest version of the app.
  5. To check, tap the ePACT Admin icon to the left of the open button
  6. Tap What’s new and scroll down to App info to see the latest version number available.
  7. Compare this to the version installed on your device.
  8. Tap the hamburger menu (three horizontal lines) in the top right-hand corner of the ePACT Admin App.
  9. Tap About ePACT App and note the Version #.


4. Delete/Uninstall and Re-Install the app. 

 

NOTE: Deleting/uninstalling the ePACT Admin App from an Apple or Android device will permanently remove access to any offline data associated with your check-in check-out sheets on that device. Put any offline sheets back online before deleting/uninstalling the ePACT Admin App.

 

iPhone or iPad

  1. Press and hold the ePACT Admin App until it shakes.
  2. Tap the X in the top left corner of the app.
  3. Tap Delete.
  4. Re-install the ePACT Admin App from the App Store.


Android Smartphone or Tablet

  1. Press and hold the ePACT Admin App until the menu appears.
  2. Tap Uninstall.
  3. Confirm the uninstallation of the app, click Yes.
  4. Re-install the ePACT Admin App from the Play Store.

 

5. If the above four steps don’t resolve the issue, check to see if other team members have the same issue on their devices. Make note of the devices they are using, the operating system version, and their version of the ePACT Admin App.

 

6. OPTIONAL STEP: If possible, test the scenario on a different network. If it works on a different network, the network itself may be the problem.

 

  1. Logout of the ePACT Admin App.
  2. Turn off Wi-Fi connectivity so that the device is connected to a cellular network.
  3. Test the scenario again.

 

7. OPTIONAL STEP: If possible, test the scenario on a different device. If it works on a different device, the device itself may be the problem.

 

  1. Test this scenario using a personal device on your organization’s Wi-Fi. If it works, then the device may be the problem. Perhaps the operating system is different on the personal device.
  2. Test this scenario using a personal device on the cellular network, bypassing your organization’s Wi-Fi.
  3. Test this scenario using another company issued device.
  4. The goal of this test is to see if the problem is unique to the device and what is different about that device.

 

8. Document the steps taken to create the error.

 

  1. What is the sequence of events that cause the error to occur?
  2. What buttons are tapped?
  3. What is the specific message that is displayed?
  4. Does the error occur at random?
  5. Does it occur only for certain users? i.e. Org Admins, Group Admins

 

9. Contact ePACT Support at help@epactnetwork.com 

 

Please include the following information.

  1. Confirm that you have tried steps one, two and three of this document.
  2. If the error occurs for just one or multiple users.
  3. The exact steps required to reproduce the error.
  4. A screen shot of the error, if possible.
  5. A screen shot of the About ePACT Admin App and send a usage log. To obtain this, tap the hamburger menu (three horizontal lines) in the top right-hand corner of the app. Tap About ePACT App and take a screen shot. Tap the red Send Usage Log to ePACT link on the same page.