FAQ

Answer: The first thing to check is, in Workbench, are there duplicate contact records for the same person?

If so, the time usually is going into Workbench however it's syncing against the non-employee personId (Same Name but inactive or supplier contact).

This means that the costs on the Job will appear and show $0 (no employee class on non-employee person record).

Prevention:

• Be aware of making an inactive contact active if they are a returning employee.

• Ensure that employee Names and Emails are unique (this is an upvise licencing requirement also).

Remediation:

1. Ensure that employee Names and Emails are unique

2. Ensure that there is only 1 active employee record for that person

3. Job transactions can be moved to the correct personID. Contact Workbench Support Team for assistance.

4. We do not recommend the records are deleted as Upvise will re-create missing records if a backdated sync occurs.

Integration Enhancements:

We have made some updates recently to improve the integration to more accurately match the data for employee timesheets.

We now validate:

1. Active contacts

2. Contacts with "employee" flag

3. Full name in workbench matching the full name in the Upvise timesheet

This should address most of these issues where you may have an employee who works part time and is listed as a supplier contact, as well as duplication of contact records (multiple contact records for the same employee, inactive and active).

See release notes: 4.5.40 - 24 Oct 2022

If you have this issue, please check the above and escalate to support if you need assistance.

In the first instance you should backdate the Upvise Integration sync to ensure that any missing transactions are in workbench. Follow these steps below:

1. Go to Upvise Integration

2. Change the date (usually a day before the missing transaction should be enough).

   

3. Click 'Save”

   

4. Click “export/import”

   

5. You should see any missing transactions come across.

If the transactions still are not showing, further investigation should be completed to identify the root cause of the issue. Timesheets for people or plant entered via the daily diary, generate native transactions in the form of timelog in the timesheet module of Upvise.

1. Navigate to Timesheets

   1. If your employees are users, you can click “timelogs” and view timeslots here.

      

   2. If your employees are not users, you can navigate to “dashboard” then use the tab at the top to find the time for your employee- usually “by day” is the easiest:

   3. 

2. If you cannot see timeslots here, you may need to check your daily diary form and ensure that its at an end state. This should either be “submitted” where there is no workflow on your form, or the last workflow state.

3. If you still cannot identify the cause of the issue, you should engage Workbench Support support@wbi.freshdesk.com

No, we do not currently support duplication of the daily diary. Where a daily diary has been duplicated, the associated transactions remain linked to the original diary, therefore new timeslots cannot be generated in Upvise. A new diary must be created to ensure the transactions generate as expected and land in workbench seamlessly.

Removing an application on an individual user not only hides the app from showing in their menu, it also removes their ability to access the functions of that app.

Example: if you turn off "Forms" in individual user application rights in Upvise, this means the user won't be able to create any forms across the entire database.

The user will be presented with an error that looks like this when they try to ('ReferenceError: Can’t find variable: Forms CODE:'

A solution to this is:

1. To use roles to help limit the forms the user has access to.

2. Turn-on the setting "Users cannot create Forms from Forms App" to ensure forms are not incorrectly created from the forms app, rather than the equipment, job, contact or project where they are linked.

You can use the same logic across all apps.

In the rare scenario where a licence has been allocated however the user has not synced to upvise, we recommend following the below troubleshooting steps.

1. Navigate to the Upvise integration screen

2. Backdate the “Last Updated” date to the day before the licence was applied, click save

3. Click Export/import

4. the user should sync across within a few minutes

If you see any errors similar to “User can't be created because the email already exists” please raise a ticket via the support desk.

Where you have applied a licence in workbench, however you cannot generate the user in Upvise due to the error “User can't be created because the email already exists”, this can mean a few things.

1. The employee may already have created an account outside of your Upvise environment

2. The employee may have used Upvise with a pervious employee

3. The user already exists and may be in Upvise with a different name/ user

You should first check your Upvise user list to ensure that the email is unique and not in use by any other users in your system.

If you cannot find a user with that email in your system, you will need to raise a support ticket with workbench support so we can assist to have the user generated correctly in your environment. You can raise a support ticket via freshdesk or email support@wbi.freshdesk.com

In most instances, if you cannot load Upvise on your device or if your application keeps crashing, this may be to do with your device software not being up-to-date. You can test this by logging into your account on another device that is not experiencing Upvise issues. Below are some steps to check to see if your phone or tablet is running up to date software.

Apple:

1. Go to settings

2. General

3. Software Update

4. Ensure the latest IOS software is installed. This is what it will appear if you need a software update:

If the iphone needs no update, it will tell you that your software is up to date

Android

1. Go to settings

2. Software Update

3. Click on Download and install then “Install Now”

If the phone needs no update, it will tell you your software is update

If you have had to update the software on your device, delete, and reinstall the Upvise application after the software update is installed (or update in Apple’s app store or Google play).

Upvise, like any website can be impacted by browser caching issues, which can cause data to not be seen. To solve this, it’s best practice to reset your browser cache and cookies regularly.

CHROME

1. On your computer, open Chrome.

2. At the top right, click More .

3. Click More tools. Clear browsing data.

4. At the top, choose a time range. To delete everything, select All time.

5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.

6. Click Clear data.

SAFARI

1. From the home screen, Select Settings > Safari.

2. At the bottom of Safari's settings screen, Select Clear cookies and data or Clear Cookies and Clear Cache.

3. Confirm when prompted.

After clearing cache, log out of upvise and completely CLOSE ALL BROWSERS.

Reload your browser and log back into Upvise.

To clear the cache in a web browser, follow the steps below for the specific browser you are using:

• Google Chrome:

  1. Click the three dots in the top-right corner of the window.

  2. Select "More tools" from the dropdown menu.

  3. Select "Clear browsing data" from the submenu.

  4. In the "Clear browsing data" window, select the types of data you want to remove.

  5. Use the dropdown menu at the top to choose the time range for which you want to clear the cache.

  6. Click the "Clear data" button.

• Mozilla Firefox:

  1. Click the three horizontal lines in the top-right corner of the window.

  2. Select "Options" from the dropdown menu.

  3. In the left-hand column, select "Privacy & Security".

  4. Scroll down to the "Cookies and Site Data" section.

  5. Click the "Clear Data" button.

  6. In the "Clear Data" window, select the types of data you want to remove.

  7. Use the dropdown menu at the top to choose the time range for which you want to clear the cache.

  8. Click the "Clear" button.

• Microsoft Edge:

  1. Click the three dots in the top-right corner of the window.

  2. Select "History" from the dropdown menu.

  3. Select "Clear history" from the submenu.

  4. In the "Clear browsing data" window, select the types of data you want to remove.

  5. Use the dropdown menu at the top to choose the time range for which you want to clear the cache.

  6. Click the "Clear now" button.

• Apple Safari:

  1. Click the "Safari" menu in the top-left corner of the screen.

  2. Select "Preferences" from the dropdown menu.

  3. In the "Preferences" window, select the "Advanced" tab.

  4. Check the box next to "Show Develop menu in menu bar".

  5. Close the "Preferences" window.

  6. In the top menu bar, click the "Develop" menu.

  7. Select "Empty Caches" from the dropdown menu.

Please note that clearing the cache will remove temporary files and data that are stored in the cache, but it will not delete your browsing history or saved passwords. If you want to delete this type of data as well, you will need to select the appropriate options in your browser's settings or preferences.

Upvise maintains a retention period of 7 days for deleted items from the date of deletion. It is only accessible to system administrators. To access deleted items, please follow the steps listed below:

1. Navigate to the "My Account" section of the platform

2. In the left pane, click on "deleted items"

   

3. Select an option to view the deleted items

   

It is important to note that deleted items are retained for a limited period of time and may be permanently removed after the retention period. It is also essential to ensure that appropriate access controls are in place to prevent unauthorized access to deleted items.

Upvise confirmed they have introduced a 5MB limitation on the web (as at January 2023) in order to be able to scale server performance and ensure that each database has access to a fair share of resources.
There is a setting which allows you to fine-tune the limit per database:

• In Company Settings / Upload File / Max File Size Upload in MB

• For example, you may want to increase the “Max File Size” to 25MB, do this by typing 25 into this setting

​you will then be able to upload a larger file:

Since January 2023, support for syncing on Upvise mobile apps that have not been updated for over 9 months (as of April 2022) will be discontinued.

This decision by Upvise is due to the fact that the majority of users have up-to-date versions of the app, thanks to the default auto-update feature on the App Store or Google Play Store on their devices. Estimates indicate that the number of deprecated client apps is less than 1% of the total installed base.

Supported app Versions:

The minimum required versions for Upvise are as follows:

• Android Upvise version 6.42 or higher (released April 2022, current version is v6.54), and

• iOS Upvise version 6.23 or higher (released May 2022, current version is v6.30).

Users who continue to use older versions of the app will be signed out the next time they launch the app and will be unable to log in again. They will need to update to the latest version available on the Google Play or App Store.

Note: Windows tablets and mobile phones are not supported, Microsoft ceased production of these between 2016-2018 and no longer maintain the app for these.

In Upvise, Workbench work centres are Upvise Project Milestones. If you have added a work centre and would like to remove this in Upvise, you can do this by following the below steps:

1. Go to projects in Upvise

2. Select the project

3. Click “Schedules”

   

4. Click on the schedule you want to delete

   

5. Click “delete”

   

As Upvise operates “offline” sometimes data may be missed in a sync in the case where a user may not have reloaded their device, or if a sync is already running at the time a form is submitted, the data may not sync.

In the first instance you should backdate the Upvise Integration sync to ensure that any missing transactions are in workbench. Follow these steps below:

1. Go to Upvise Integration

2. Change the date (usually a day before the missing transaction should be enough).

   

3. Click 'Save”

   

4. Click “export/import”

   

5. You should see any missing transactions come across.

1. You can check if an email or in-app notification has been sent by Upvise server by looking at the Settings Web app > User Traffic from left pane > Notif view.

2. Workflow notification is limited to the first 20 user emails only

3. If a individual User has unchecked "Form Completed / Workflow" option in their account notification settings, they will NOT RECEIVE any workflow notification (email or in-app)

4. To make sure all users receives workflow notifications  regardless of their individual settings, please use:

 Forms Web App > Options from left pane > User Rights > and check: Force sending user workflow notification