Problem Solving

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MTEL Connect V2.x

 

 

Overview

This page has been designed to help diagnose problems with the operation of the APP.

Most problems can be segregated into 3 main areas of operation.

General operating procedures can be found by clicking here.

 

  1. General Issues
    1. Problems downloading the APP ( click here for more information)
    2. Operating the APP

     

  2. Common Problems

     

    1. The App asks for mobile number and 5 digit code every time the App opens.
    2. The APP opens but locks up on entering the mobile.
    3. The APP has Sending request label at the bottom of the screen and locks up

    Solution: All of these indicate a corrupted data file. The data file is built from the APP when it starts up. It contains information to make the APP registered and where to find the MTEL servers. The best solution is to delete the APP and reload it. However recent software versions of mobiles now store information in the cloud. This includes the corrupted data file. Mobiles now also store the APP in memory so that when you download it it simply replaces the corrupted data file again.

    By far the best way to reload the App is delete it first. Then turn off the mobile. This removes any copies in memory. Then turn your mobile back on the reload the App.

     

  3. The APP states that the mobile number is not registered

    Solution: Make sure you have requested your mobile to be listed in your group by sending an email to SOSU or to MTEL. If you are not a captain in the group then let the captain know as well.

     

  4. Notifications used to work now they stop

    Solution: This is a very common problem. Go to this page Notifications

     

  5. The APP doesn't work on my new mobile.

    Solution: If you move from an old mobile to a new mobile of the same type then delete the APP from the old mobile first. Then install the APP on the new mobile. Transferring the APP using Apple or Android operating systems wont work as it transfers the token for the old mobile to the new one and that wont work.

     

  6. The App doesn't work at my workplace or fire station.

    Solution: The APP uses a data connection on Wi-Fi as well as the 3G/4G/5G networks. The fire station as well as your workplace will often have Wi-Fi. However in the fire station the ports are locked for most applications and the ports used by the APP will be blocked. Workplace Wi-Fi will do the same. The only solution is not to use Wi-Fi in these locations. This is usually not a problem any more as data packages are quite reasonable. Home Wi-Fi ports though are usually open so the APP can be used at home.

 

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Last modified: 01-Jun-2022