Before Escalation – Mandatory Checks
All QRT Officials are requested to understand, follow, and ensure the below steps before escalating any issue to the next level.
🔰 Basic Checks (Mandatory)
🔹 Restart mobile and app
🔹 Close all background apps
🔹 Update phone software
🔹 Install/Reinstall app only from Play Store or official link
🔹 Disconnect from computer (if connected)
⚠️ Common Issues – Quick Fix!
🔹 Attestation Issue → Use a stable/good network during device registration. Attestation occurs only at the time of device registration.
🔹 Device Not Registered → Change password in CMMS + reinstall (video link)
🔹 Location showing NA → Click Refresh
🔹 No Internet / Format Error → Retry (server issue resolved)
🔹 Android 15 issue → Restart phone & install via official link
🔹 Sync Error/Token Refresh Error → Logout and login again then sync again or Close app and sync again
🔹 SE ID not accepted → Click Refresh on home page
🔹 Wrong HLB/Block details in CMMS → Logout and login again
🔹 “Device Deregistered / Unknown Device” → Check if registered on another mobile and use the currently registered device
🔹 HLB Map not loading → Wait and retry / login again (server load issue)
🔹 App auto-closing / going to home → Restart app and ensure no background restrictions
🔹 Cloned/Dual App → Not supported, use only original app
📱 Device Security Checks (Must Verify)
🔹 If SE ID not mapped → Click Refresh 📌 Additional Inputs (Field Feedback)
Device Settings
🔹 Developer Options / USB / Wireless Debugging → OFF
🔹 VPN / Proxy / Hotspot → OFF
🔹 Use secure network (avoid open WiFi)
🔹 Date & Time → Automatic / Correct
🔹 Play Protect → ON
🔹 Device Encryption → ON
🔹 Screen Lock (PIN/Password) → Mandatory
🔹 Biometric (Fingerprint/Face) → Enabled
🔹 Remove user-installed certificates 🔁 Data Safety (Very Important)
Suggestions
🔹 Sync data frequently
🔹 Before reinstall → Ensure data is uploaded
🚨 Important
🔹 After every change → Restart the app
✳️Many issues are resolved by following the above steps
✳️QRT officials are requested to learn these solutions and ensure compliance before escalation
📌
❇️If issue still persists:
Install diagnostic app (shared separately) and share output
❗ Avoid escalation without completing the above checks
