Who is this article for?

Mobile Users and Admins supporting company mobile updates.

An active Mobile application is required.

The Mobile User Guide provides mobile users with detailed information about the platform, including helpful solutions and troubleshooting tips. 

Troubleshooting

When there are troubleshooting issues, it is helpful for Ideagen to review the mobile app logs generated on the mobile user's device. Mobile App logs can be accessed by enabling debug mode. To enable Debug:

• rapidly tap the Ideagen logo on the mobile apps log-in page SEVEN times
• a confirmation message will appear at the bottom of the page when debug mode is enabled
• tapping CONSOLE on the bottom of the log on page will open the console log window
  • On iOS and Android this window offers the ability to clear, share, or save the log in Windows
  • On Windows, the log file is saved to
    C:\Users\username]\AppData\Local\Packages\com.devonway.MobileObsWay100_[somehash]\LocalState\log.txt

• Tap on Settings 

  

• Tap on Send Feedback

  

• Provide a description and check the attached Debug information

  

Requesting Support

Are you a Success Plan customer?
This article is aimed at customers with a Ideagen Support Service Level Agreement (SLA). If you purchased your plan after 1 July 2025, you will be on one of our Success Plans.

Please be aware that certain business processes, customized configurations, deployments, and connection settings might require submitting an additional support request.

Customers should report mobile issues as a Legacy TrakWay INCIDENT TICKET. In the ticket provide the following information:

• recently known changes or history of issue
• steps to reproduce the issue
• frequency of issue
• the number of users experiencing the issue / impacted
• screen shots or logs

The customer's Technical Account Manager (TAM) / Application Engineer (AE) will review the ticket and gather information from the troubleshooting guide.

Once the ticket has been submitted, the TAM/AE should be able to review an internal troubleshooting guide or work with the mobile development team to focus on the section that is applicable to the customer setup.

The TAM/AE will then provide the relevant sections of the guide to the customer. The customer's mobile team can go through the tests and provide the results either by themselves or on a troubleshooting call with their TAM.