Common JW Scheduler App Problems & Answers

Beta Testing Notes

Dear Beta Testers!

Thanks for all your feedback so far! Based on this feedback we have made a number of changes to the JW Scheduler App and how it works with JW Scheduler. Please carefully review all changes to ensure you understand the new features and updates.

JW Scheduler 3.7.3 App Changes

  1. Members are no longer automatically uploaded to the App. You must now manually send any New or Updated members.
  2. Members are now marked as Sent to App after they’ve been uploaded to the JW Scheduler App servers. Only after they have been Sent can they connect to the App on their mobile device.
  3. IMPORTANT NOTE: If you had already Enabled JW Scheduler App before 3.7.3, likely all your members were automatically sent. However this update defaults all not connected members to not sent. To fix, either:
    1. Manually Reset PIN for all members, or
    2. Disable App then Re-enable, or
    3. Ignore the Sent status since your members were already sent.
  4. Send to App now clearly shows and color-codes what data is waiting to be Sent to the App. Remember you must send data manually, and one type at a time.
  5. When a Member has been selected, their name will highlight in Red.
  6. You can now send Schedules to the App. This will be available whenever you make a New or Updated future assignment or duty.

IMPORTANT NOTE: New Features and Updates will first appear in JW Scheduler, then later in the JW Scheduler App.

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.
Publisher has already submitted their Field Service Report
  1. For security reasons, if you manually enter a publishers field service report into JW Scheduler, this will not notify the publishers App. They will still see a reminder to Submit their Field Service Report. On the Me screen, they can simply tap Already submitted.
  2. Likewise, for security reasons if a publisher has multiple devices using the JW Scheduler App, and they submit their Field Service Report using one device, this will not notify their other devices. They will still see a reminder to Submit their Field Service Report on their 2nd device. On the Me screen, they can simply tap Already submitted to remove the reminder.
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 Delete All App Data, then reload your Congregation from Backup. You can then re-send all data to the App.
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.
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.
Some dates or times are displaying incorrectly on 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.
How long do previous Assignments, Duties or Events show for?

Previous Assignments, Duties and Events are automatically removed at the end of the week. The App Server timezone may be different from your timezone, and sometimes meeting days or times change, so we allow a few extra days before removing previous data.

How long will Congregation Announcements show for?

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.

How many future Assignments, Duties or Congregation Events are shown in the App?

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

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