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Tutorials and Technical Questions



FieldDesk – Technical Questions

What do these error messages on the FD Gateway mean?

The FieldDesk gateway sometimes will leave a work order unprocessed and display an error message explaining why.

This means that instead of importing the data into FieldOPS, the work order Field Copy and data is stored in the “inbox” folder in your FieldOPS data directory.

There are two main error messages that you might get on your FieldDesk Gateway. These error messages will also be recorded as processing notes at the very bottom of the “Assn*.xml” file in the inbox.

  1. Unable to check in work order ######## which was not checked out.
    • This error message can be caused in a few ways.
      1. In FieldOPS, an administrator marked a work order in the “Checked Out Work Orders” queue as processed before it was submitted by the technician. By marking a work order as processed, the administrator has “unchecked out” the work order from the technician. This does not affect the assignment on the FieldOPS DBoard. If the administrator has removed the “checked out” status, you will get this error message in the Gateway when the technician submits the work order.
      2. A dispatcher in FieldOPS assigns the work order to two different technicians. Only one technician can have a work order “checked out” to him at any one time. By sending the work order to more than one FieldDesk technician, the dispatcher has checked out the work order to the first, then unchecked it out to that first technician and checked it out to the second technician. If the second technician submits the work order before the first technician, the work order will no longer be checked out to anyone. If, then, the first technician also submits the work order, you will get the error message that the work order is not checked out.
  2. Unable to check in work order ###### from #(Employee #) which is checked out to #(Other Employee #)
    • You will get this error message if a dispatcher sends the work order to multiple technicians. Since only one technician can have a work order “checked out” to him at any one time, sending the work order to more than one FieldDesk technician will create one “checked out” status for the first technician, remove that “checked out” status, and then “check out” the work order to the second technician. If the first technician tries to submit the work order after it has been assigned to a second technician, you will get the error message that the work order is not checked out to this first technician.
    • To avoid this error, have the technician who received the work order in error Discard the work order instead of submitting it.

How do I record a credit/bank card number without processing the payment?

In the FieldDesk Payments tab, you can capture a credit card or bank card number without processing the payment. This way, you can process payments from the office.

To accomplish this, you’ll need to change your FieldDesk Gateway System Values.

In the Gateway, open your System Values. On the CC Gateway tab: Gateway: Test Gateway Merchant ID: FDTest User ID and Password: Anything — just not blank.

Click here to learn more

If you are sure these work orders are no longer active in the field, you can right click on the work order and choose “Mark as Processed.”

Click here to learn more

This works the same way on Bill-Out and COD calls. 

The technician can get ordered part information in the field by using the refresh button on the On-Order tab.  If the part has been received since the technician was sent the work order, it will be available when the technician hits Refresh.

How do we put $0 labor on a COD that is No Charge?

When entering labor, you should be able to select “No Charge/Covered by agreement” in the rate box.

How do we handle Helper Labor in FieldDesk?

Create a group of helper technicians in FieldOPS.  Then, specify that group as the helper labor group in the System Values setup in the FieldDesk Gateway.

I have one work order that shows on every technician’s FieldDesk assignment list every day. Why is this and how can I make it go away?

Check the sync folder in the FieldDesk directory on the server.  If the sync folder contains a file that starts with Assn, that assignment will continue to appear in every technician’s assignment list.  Move or delete that file from your sync folder, and tell your technicians to discard that work order.

Why can’t I access the System Values in the FieldDesk Gateway? The menu option is greyed out!

First, make sure your gateway is not running (AutoExchange should be off).  Second, you need to have either Paymaster or All Access clearance in FieldOPS.  If you have satisfied both those requirements and you still are unable to access System Values, please contact us.

When I try to open a FieldDesk form from inside of FieldOPS, I get an error message: <em>No application found with given file name extension (fdwo).</em> How do I fix this?

Windows isn’t recognizing the fdwo extension as a valid extension for any programs you have installed.

Run the fdViewer program once to reassociate the fdwo extension with the FieldDesk Viewer program.  You may need to right click on the fdViewer program and ‘Run as Administrator’ to create this link.

If this solution does not resolve your issue, copy the file attachment link from the attachment in FieldOPS and paste it into a Windows Explorer browser. Right click & ‘Open With’ if you have the option, or choose ‘Open’ to receive the message that the file has no associated program. This should bring up an option to associate file types. Browse to the fdViewer.exe, check the option to always use this program to open the associated file and in the bottom box to name the association type in  .fdwo

I accidentally selected the wrong file when uploading attachments. How do I undo an attachment?

FieldDesk does not currently offer this capability.

Can I upload more than one attachment at a time?

No, FieldDesk does not offer this capability.  If this is a feature that you would use frequently, please let us know.

I am unable to open attachments in FieldDesk that were attached to the work order from the office. Why is this? What can I do about it?

If, in the office, the file path for the attachment starts with a drive letter (“F:\FolderName\filename, for example), the file path can become unrecognizable in the field.  Oftentimes, the drive letter means different things to different devices, so unless the work station running the FieldDesk Gateway and the work station running FieldOPS are mapped to the same drives and folder structures, using the drive letter in the path can cause problems.

The easiest solution is to define the drive (“F:\” in this example) on the FieldDesk Gateway machine to point to its own directory (the same place as F:\ on the other machines).

The next easiest solution, if the attachments are autolinked, is to edit the auto-link template so that the drive letter is removed from the path (for example, F:\ might mean the same thing as “CompanyServer,” so you would change the path “F:\FolderName\filename” to file:\\CompanyServer\FolderName\filename).

The least efficient option would be to manually edit all of the attachment links.

Where do the answers to my completion checklist go after the assignment is submitted?

The completion checklist answers are found on the “Parts” tab in the Field Copy of the work order.  You can also set up work queues for each of the completion checks.

My FieldDesk displayed an error message: <em>Unable to load and parse C:FieldDeskoutboxTS… NOTE: Moving to sent folder without sending!</em> What does that mean?

This means that the file referred to in your error message was corrupt somehow.  It is in your FieldDesk\sent folder now, and it can likely be fixed and re-sent.  In the meantime, you won’t have any problems sending or receiving files.

My FieldDesk is giving me an <em>Unable to connect</em> error even though the gateway is running.

If you have a version of FieldDesk that is older than version 1.00.017, the problem could be a corrupt file in your outbox.  Usually this is a Timestamp or Assignment file.  To fix the problem, you need to find and remove or fix the file. 

In your FieldDesk folder, you have an “outbox” folder and a “sent” folder.  If you have more than one file in your “outbox,” try moving all your files from “outbox” to “sent,” then moving them back one at a time, and pressing “Check for messages” in FieldDesk.  When you get an “unable to connect” error, you have found your corrupt file. 

Move the corrupt file to a different location, so that you (or we) can fix it later.

If you have a version newer than version 1.00.017, check your internet connection, restart your gateway and FieldDesk, and then give us a call.

Every time I check for system updates in FieldDesk, my FieldDesk application restarts even if there weren’t any updates to download. Why is this?

Usually the culprit is the server (where the gateway is running).  Often, it is set to daylight savings time while the client is not.  Even though the timestamps in sync appear identical to file timestamps in FieldDesk, it thinks all the files are out of date.  Changing the server to standard time fixes this problem.

I have a form I want available to my technicians, independent of any work order. How do I accomplish that?

If the technician is not expected to alter the form, “Linked Sites” is the best place to store information that can be accessed regardless of the technician’s assignments.

Linked Sites can be accessed from the View menu, and they will be available all the time.

To add a document to the Linked Sites menu:

  1. Save the document in the FieldDesk Sync folder.
  2. Add the document as a <LINK> object in your System2 file.
    • Open your System2.xml file in a text editor (Notepad).
    • In the <LINK_SET> section, which should be towards the top of your System2 file, enter the following code:

<LINK> <URL>filename.pdf (your filename — could be a .doc, .xls, etc.)</URL> <NAME>The name that will be displayed in your Linked Sites menu.</NAME> </LINK>

Can I assign more than one technician to a work order?

In FieldOPS, yes, you can assign more than one technician to a work order.  However, in FieldDesk, you can only check out a work order to one technician at a time.

Checking out a work order to more than one technician is often the cause for errors upon checking in the work order.

For more information, see the “Reassigning Work Orders” tutorial.

My FieldDesk Viewer won't print or open PDF files.

This is often due to a dependency issue: the computer is missing a component (dll) that is present on most computers.

If you look in the sync folder in the FieldOPS data directory, you should find a file named “vcredist_x86.exe.”

Running this file on the problem machine should install the missing component.  Please contact us if you cannot locate the “vcredist_x86.exe” file.

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