zag Posted March 19, 2014 Posted March 19, 2014 (edited) Morning all, We've now upgraded to the new version of Groupcall Emerge but I have a number of problems with it: - Crashes regularly on the Pin code screen, cant enter a pin code and the only way to fix it is to close the app manually. - SMT view can't see people who have taken the register on a normal Sims laptop. - Marks are not shown as taken if they have been done on a normal Sims laptop. Basically the system is unusable to us at the moment Edited March 19, 2014 by zag
GroupcallSupport Posted March 19, 2014 Posted March 19, 2014 Hi Zag, Im sorry that your experience of the latest version of Emerge has been negative. Can you kindly advise if you have logged a support call with Groupcall, as each of the above issues can be rectified and are likely site specific? Groupcall - Support Team Many thanks Groupcall Support 1
GREED Posted March 19, 2014 Posted March 19, 2014 #BeMorePublic Do keep us all informed at to progress as well as resolutions, so all can benefit!
GroupcallSupport Posted March 19, 2014 Posted March 19, 2014 Hi G Reed, We post a large amount of articles supporting Emerge usage and assisting with understanding here: Emerge Documentation | Groupcall Support Regards Groupcall Support
GREED Posted March 19, 2014 Posted March 19, 2014 Hi G Reed, We post a large amount of articles supporting Emerge usage and assisting with understanding here: Emerge Documentation | Groupcall Support Regards Groupcall Support I would expect nothing less when it comes to user documentation. I was referring however to the resolution to the technical issues, and specifically towards @zag we (Edugeek community) are always eager to hear how customers feel about the products they buy into, the support they receive, and if there are common fixes to issues, sharing those so we all know how to fix them in the future, perhaps reducing your support desk influx.
zag Posted March 20, 2014 Author Posted March 20, 2014 Just to update I logged a support call yesterday and although I had to wait for a ring back (arghhh) they did come back to me within the hour. I think it was an upgrade problem with the back-end. We've never had one successfully complete automatically and there isn't an easy way to check without editing ini files and stuff. Anyway its upgraded properly now and I will post the results from our iPad clients when I hear about them later today.
vikpaw Posted March 20, 2014 Posted March 20, 2014 I always used to forget to update the sims client on the groupcall server after a sims update.
matt40k Posted March 20, 2014 Posted March 20, 2014 I always used to forget to update the sims client on the groupcall server after a sims update. *Cough* SOLUS3 *Cough* - Sorry couldn't resist!
vikpaw Posted March 20, 2014 Posted March 20, 2014 *Cough* SOLUS3 *Cough* - Sorry couldn't resist! Know how you feel, It makes me choke too 1
zag Posted March 20, 2014 Author Posted March 20, 2014 Still got problems, we are getting this message (or a crashed pin code screen) on many of our ipads since the latest update. Is anyone running the new version successfully?
vikpaw Posted March 20, 2014 Posted March 20, 2014 Only off the demo server. No issues on that. Email in the error and they normally can track it down.
GREED Posted March 20, 2014 Posted March 20, 2014 *Cough* SOLUS3 *Cough* - Sorry couldn't resist! Is that your impression of SOLUS 3 starting up?
GroupcallSupport Posted March 20, 2014 Posted March 20, 2014 Hi Zag, Can you kindly confirm what version of the Emerge app you are using? Can you kindly visit the AppStore and ensure you have the latest version. If this issue is related to the latest version, please kindly contact the support team, who'll be happy to look into this and see if we can track down the source, and offer a solution. Kind Regards Groupcall Support
LawrenceRoyston Posted March 20, 2014 Posted March 20, 2014 Hi Zag The new version of Emerge is running successfully in hundreds of schools. It maybe to do with the app version you are running as the new version requires both the server and app to be upgraded. Please contact support who will help you. Thanks L. 1
ass17 Posted March 20, 2014 Posted March 20, 2014 We're trailing it for a month and new version is ok for us 1
zag Posted March 21, 2014 Author Posted March 21, 2014 (edited) Hi Zag The new version of Emerge is running successfully in hundreds of schools. It maybe to do with the app version you are running as the new version requires both the server and app to be upgraded. Please contact support who will help you. Thanks L. Thanks, this may well be the case. I noticed a few people are running version 981 and some are running 993 I'll get them to upgrade and report back. When I delete them from the groupcall console, the devices seem to return though, argh!! EDIT: yes after some more investigation this seems like version problems. Uninstalling the app, and re-adding the device in the emerge console seems to fix it. Edited March 21, 2014 by zag
zag Posted March 24, 2014 Author Posted March 24, 2014 Still getting this "Unhanded exception" error daily for most of our users.
GroupcallSupport Posted March 25, 2014 Posted March 25, 2014 Hi Zag, Following assistance from Michael @ Groupcall yesterday. Can you advise if the issue's previously encountered are now resolved? I believe you have Michaels direct dial, so would welcome a call so we can assist further if needed? many thanks Major (Groupcall Support)
zag Posted March 25, 2014 Author Posted March 25, 2014 So far so good today since we re-installed Emerge on every iPad. I'll give Michael an email after a few more hours of testing. Great support from groupcall as always 1
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