Groupcall Emerge problems

[ovek]

Just wondering if anyone is using Groupcall Emerge and are running in to problems with the staff logging in with "Error authenticating user" messages. Logging them out and back in fixes it but not forever. This issue also doesn't seem to effect everyone rather bizarrely.

 

The Xporter log has error messages system exception error relating to the failed user authentications.

 

I'm currently dealing with Support but it's slow going and they didn't even bother reply to my last email when they claimed everything was fixed with the Android client even though I have told them we use iPads exclusively.

 

Everything use to work until they "updated" it.... sigh...

[jertsy]

Just wondering if anyone is using Groupcall Emerge and are running in to problems with the staff logging in with "Error authenticating user" messages. Logging them out and back in fixes it but not forever. This issue also doesn't seem to effect everyone rather bizarrely.

 

The Xporter log has error messages system exception error relating to the failed user authentications.

 

I'm currently dealing with Support but it's slow going and they didn't even bother reply to my last email when they claimed everything was fixed with the Android client even though I have told them we use iPads exclusively.

 

Everything use to work until they "updated" it.... sigh...

 

I use it here and we have had no issues like that, Ive had a few random ones since the update just random error messages, like you not everyone is affected. I logged a call and no one ever got back to me and the second time I chased it up the call had disapeared from their system, I'm not impressed with them of late. Sorry I can be of further help.

[GREED]

To both. I am the Product Manager for Groupcall's frontline products (Messenger, Emerge Mobile, Emerge Desktop, Xpressions). Please email me at [email protected] with your case numbers and/or any details and I will get these looked at. I am not aware of any wide-scale issues with Emerge Mobile particularly with logging in.

 

I will also highlight these complaints to the Support Manager to ensure this 'not getting back to customers' is nipped in the bud.

 

On behalf of Groupcall I apologise for this less than stellar service you have recieved - will find out what is going on.

 

Graham

[Primus]

We logged a job yesterday morning. Hours went by and no response was forthcoming. We rang again and were told the person answering the phone couldn't even get through to support and they would email them with an urgent request. We finally got a response via email this morning - after we ourselves had already fixed the problem as we couldn't wait.

 

Summary: our experience of your support is not exactly great!

[kevin_lane]

@ovek are you using AD for your authentication

[GREED]

We logged a job yesterday morning. Hours went by and no response was forthcoming. We rang again and were told the person answering the phone couldn't even get through to support and they would email them with an urgent request. We finally got a response via email this morning - after we ourselves had already fixed the problem as we couldn't wait.

 

Summary: our experience of your support is not exactly great!

Hi there.

 

Please allow me to apologise for the less than satisfactory service you have got here. Can you please email me at [email protected] with any details and I will get this looked into. I know you fixed it this time around but I would be interested to know the issue all the same as well.

 

Regards

 

Graham