Whenever a user or store is reporting issues with finding a beacon you can follow these steps on how to check if there is anything wrong with the beacon, app, or a user error.
Prerequisites
The shop has correct time registration settings and a released schedule
You have access to Intercom
You have access to Estimote Cloud (ping @christian or @andrea for login)
First
Is the beacon correctly configured?
Head over to the Intercom platform and filter out the store you want to check.
It now returns you with a list of all the shop users.
If you're already chatting with a user, you can skip this step and head straight to the next one:
Checking that the iBeacon is configured
Open any of the users and click the link to the shop's iBeacon. This is found in the user details.
Note: you might need to press show XX more to be able to find the link to the iBeacon link.
You will now see if the beacon is configured for that store.
Make a note of the text marked in red: iBeacon. (the yellow marked text is unique for all shops and you should not check that.) If it shows like the screenshot above, the beacon is correctly configured and you can go back to intercom to start checking the users, since we now know it's not a Beacon issue.
Below are a few incorrect cases
This means no beacon has been configured for the shop. Let the user know that the manager needs to register the iBeacon (we have an article on that).
This beacon is missing iBeacon protocol and therefore needs to reconfigured. Reconfiguration is exactly the same as the normal registeration process (More - Register Beacon).
Checking Individual users
Depending on shop size, these steps are what takes the longest. If the shop has 20+ users, It's okay to do a sample size of users (minimum 10), if you can't check them all. It only takes a few seconds to check one user.
Tip 1: for even more accurate results, keep a window of their schedule open, so you can see if their last time registration matches their last shift.
Tip 2: CTRL+Click all the users to open them all in new tabs, so you don't have to spend time reloading the main page all the time.
Here you want to check the following
Do they have the latest version of the app (you might need to press show more to see those fields) Pink
Are the app permissions correct? Do we have access to all the permissions? Yellow
All users get a notification in the app if any of these permissions are not enabled, which redirects them into the settings of their phone.Do they have any Recent Events? Here you will see events for multiple things. Look for connections, issues, or check-in/out's.
Note that if a user is lent out, it will also show beacon connected, if the user connected to the beacon in the lend-out shop. So make sure to check if the user is lent out, to make sure you don't read the data wrong. This is another reason why it's important to check multiple users, before making a conclusion.
Concluding the investigation
If no users are connected to a beacon (excluding lend outs) for the period the manager reports, it might be that the beacon is either out of power, lost, defective, etc. And we should replace it.
But if most of the users did connect, and only a few had issues, then it's most likely not a beacon-issue. Here are some possible reasons:
The users don't have the latest app-version (which you can check for each user as explained above)
The app doesn't have the proper permissions (could be that Bluetooth and/or GPS/location is not activated on the user's phone)
The users are having issues understanding how to use the app
The users are experiencing a bug (and needs further help/investigation)
The user is not in range of the beacon. Some stores have had replacement beacons sent, and it's important that users know which beacon is the operational one.
In that case, you can reach out in #support-mobile, or if you have contact with the client on Intercom, create a ticket for the mobile team in Jira.
I hope this guide helps, and if you want some assistance doing this for the first time, reach out to @christian on slack, and we will do it with you with screen sharing.