Common JW Scheduler App Problems & Answers

Publisher can't connect to the Congregation
  1. Ensure the publishers phone is connected to the internet, and they can access www.google.com
  2. Ensure the publisher is entering the correct Congregation ID.
  3. Ensure the publisher is entering the correct Congregation PIN.
  4. If this still doesn’t work, and you are certain the publisher is entering the correct Congregation ID and Congregation PIN, please Contact Us.
    1. Note: Please include a screenshot of the publishers phone on the Connect to Congregation screen with the details entered, and a screenshot of your JW Scheduler App view in JW Scheduler.
Publisher can't Identify Member
  1. Ensure the publisher is showing up in the JW Scheduler App Members list.
  2. Ensure the publisher is showing as Sent to App.
  3. Ensure the publisher is entering only their First Name, not Full Name.
  4. Ensure the First name they are entering exactly matches the First name field in JW Scheduler.
    1. E.G. If the publisher enteres “John” but their name in JW Scheduler is “Jonathan”, it will not work. If the publisher enters “Jose”, but their name in JW Scheduler is “José”, it will not work.
  5. Ensure they are entering the correct Member PIN.
  6. Try resetting the member. Open JW Scheduler > click JW Scheduler App > select their name, click Reset Member PIN. This will refresh their PIN and Member record.
  7. If this still doesn’t work, and you are certain the publisher is entering the correct First name and Member PIN, please Contact Us.
    1. Note: Please include a screenshot of the publishers phone on the Identify Member screen with their details entered and the error message, and also a screenshot of you JW Scheduler > App Members List showing the Publishers name and Member PIN.
How to Refresh Data on the App
  1. Please re-read How to Send Data to the App to make sure you fully understand how this works. Unlike Congregation Sharing, data is not sent automatically and is not refreshed automatically when changes are made. New data or any changes must be sent manually by the same person who made the data.
  2. Removing, re-add and then re-send the data in JW Scheduler.
    1. E.G. To refresh a certain assignment, first remove the person scheduled for that assignment, then re-schedule them. After, Send this change to the App.
    2. Note: Making a single change on any Meeting Schedule or Field Service Schedule will cause the whole Schedule to be Refreshed.
  3. To refresh all data, please Disable the App, then Re-Enable. You can then re-send all data to the App. Member PINs will not change.
Some data is not showing up in the App
  1. Please re-read How to Send Data to the App to make sure you fully understand how this works. Unlike Congregation Sharing, data is not sent automatically. It must be sent manually by the same person who made the data.
  2. Ensure someone has actually sent the data by checking the App Log.
  3. Try Refreshing the missing data.
    1. Note: See How to Refresh Data on the App.
  4. If this doesn’t work, and you are certain the data was sent, please Contact Us.
    1. Note: Please include your App Log, and screenshots of the phone where the data is not displaying.
Wrong data is displaying in the App
  1. Please double-check your Congregation Midweek Meeting Day and Time, and Congregation Weekend Meeting Day and Time is set correctly.
  2. Ensure any brother who sends data to the App has the correct Time Zone for your congregation set.
  3. Ensure anyone using the App has the correct Time Zone on their phone set.
    1. Note: Incorrect Time Zones on your computer or phone will cause incorrect dates/times to display.
  4. Refresh any data that is displaying incorrectly.
    1. Note: See How to Refresh Data on the App.
  5. If after checking the above and refreshing the data you still have a problem, please Contact Us with screenshots and detailed information.
Submit Field Service Report button is not showing up in the App
  • In JW Scheduler, under App, Ensure your Congregation has not Disabled Field Service
  • If the Field Service Report has already been entered in JW Scheduler, either by previously Submitting or by the Secretary manually entering into JW Scheduler, a publisher will not see this button.
    • Note: Entering a 0 will also cause this button not to show, as the program assumes that means 0 hours.
  • If you have clicked “Already submitted” you will not see this button.

To reset this and allow the publisher to again see this button:

  1. Open JW Scheduler
  2. Click Members > select the publisher
  3. Click Publisher Record > select the month their report is due
  4. Click Clear
  5. Click App and there should be 1 Member waiting to Send to App.
  6. Send this to the App.
The 2nd school or Auxiliary Class is not showing up in the App
  1. Please ensure you have set an Auxiliary Classroom Counselor for that week. JW Scheduler App uses this field to determine whether your congregation has an Auxiliary Classroom for that week.
  2. Ensure someone has actually sent the data by checking the App Log.
  3. Try Refreshing the missing data.
    1. Note: See How to Refresh Data on the App.
  4. If this doesn’t work, and you are certain the data was sent, please Contact Us.
    1. Note: Please include your App Log, and screenshots of the phone where the data is not displaying.
I can't send data to the App
  1. Please re-read How to Send Data to the App to make sure you fully understand how this works. Unlike Congregation Sharing, data is not sent automatically. It must be sent manually by the same person who made the data.
  2. Ensure you actually have data to send. You cannot send “no data”. There must be some changes made to Assignments, Duties, Events or Announcements to be able to send the changes to the App.
  3. If this doesn’t work, and you are certain you have data to send, please Contact Us.
    1. Note: Please include a screenshot of both the schedule changes you made, and your JW Scheduler App view in JW Scheduler.
Our meeting time has changed, but reminders are still showing the old time
  1. The Reminder and Notification time for an assignment or duty is set when the assignment or duty is sent to the App. Therefore, if your meeting times change, you must “refresh” any existing data for the new times to correctly show up.
    1. Note: See How to Refresh Data on the App.
How many future Assignments, Duties, Congregation Events, Announcements or Schedules are shown in the App?

Any and all future assignments, duties, congregation events are shown in the App. There is no limit.

Any and all congregation announcements created within the last 30 days are shown in the app. There is no limit.

The next two Life and Ministry Meeting, Weekend Meeting and Field Service schedules are shown in the app.

How long do previous Assignments, Duties, Events, Announcements or Schedules show for?

Previous Assignments, Duties and Events are automatically removed within 24 hours after the time of the assignment, duty or event.

Congregation Announcements will display for 30 days from the date of creation, before being automatically deleted from the App. You can also manually remove any announcement at any time inside JW Scheduler.

Schedules are removed within 24 hours after the date of the schedule.

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