This article provides solutions for common issues you might encounter with your mobile app, including those with different brand names (like "ETO Driver").

General Troubleshooting Steps

  1. Check Your Internet Connection: Ensure you have a stable internet connection (Wi-Fi or cellular data) to use the app properly.
  2. Force Close and Reopen the App: Sometimes, a simple app restart can resolve minor glitches.
    • Android: Swipe up on the app preview card to close it entirely.
    • iOS: Swipe up on the app preview card to close it. For some apps, you can also perform a "swipe up and hold" motion until the app preview card shakes, then tap the red minus sign (-) to close it completely.
  3. Clear App Cache: Cached data can sometimes become corrupted and cause issues. Clearing the app cache can help.
    • Android: Go to Settings > Apps (or Applications on some devices). Find your app on the list and tap on it. Then, go to Storage and tap Clear Cache.
    • iOS: Unfortunately, iOS doesn't offer a direct way to clear an app's cache. However, reinstalling the app (see next step) will also clear the cache.
  4. Reinstall the App: If clearing the cache doesn't work, try reinstalling the app. This will remove any corrupted data and ensure you have the latest version.
    • Android: Uninstall the app by holding down the app icon on your home screen and tapping "Uninstall". Then, go to the app store and reinstall it.
    • iOS: Tap and hold the app icon on your home screen until it jiggles. Then, tap the "X" in the corner of the app icon to uninstall it. Confirm the uninstallation. Go to the App Store and reinstall the app.
  5. Update the App: Make sure you're using the latest version of the app. Outdated versions might have bugs that have been fixed in newer releases.
    • Android: Open the Google Play Store app, tap on your profile picture or icon in the top right corner, then select "Manage apps & device" > "Updates". Find your app and tap "Update" if available.
    • iOS: Open the App Store app, tap on your profile picture or icon in the top right corner. Then, scroll down to see available updates. You can also tap "Search" at the bottom of the screen and search for your app to see if an update is available.
  6. Check for System Updates: Ensure your device's operating system is up to date. System updates often include bug fixes and compatibility improvements for apps.
    • Android: Go to Settings > System > System update (or Software update on some devices). If an update is available, tap "Download and install".
    • iOS: Go to Settings > General > Software Update. If an update is available, tap "Download and Install".

 

Drivers Automatically Going Offline (Dispatch Map Settings)

In some cases, drivers may appear to go Offline automatically and stop receiving job offers. This is usually not caused by the mobile app logging the driver out, but by the system’s driver availability check, which marks drivers as Unavailable after a defined period of inactivity.

This behaviour is controlled in Admin → Dispatch → Map settings (cogs icon in the top right corner of the map) using the following options:

  • Check availability of drivers
  • Set a driver as unavailable if he has not been active for amount of minutes

Why this setting exists

The availability check helps keep the dispatch map accurate by ensuring that only active drivers are shown as available. It reduces the risk of sending jobs to drivers who are no longer working or monitoring the app and improves overall dispatch efficiency.

Common issues

If the inactivity time is set too low, drivers may be marked as Offline even though they still expect to receive jobs. This can lead to missed bookings, confusion for dispatchers, and reports of “automatic logouts”, despite the app still being installed and running.

Increasing the inactivity time – pros and cons

Increasing the inactivity value allows drivers to remain available for longer periods without interacting with the app, which can reduce missed jobs during long waiting times. However, setting the value too high may cause drivers to appear available even when they are no longer actively working or monitoring the app.

Recommended approach

Administrators should choose an inactivity value that reflects real working patterns. The goal is to balance driver availability with dispatch accuracy. Reviewing and adjusting this setting can significantly reduce cases where drivers are unexpectedly marked Offline and stop receiving jobs.


Account Management Issues

  1. Log Out and Log In Again:
    • Open [Your App Name].
    • Tap the Log Out button.
    • Log in again using your credentials. Make sure you are entering the correct username and password.
  2. Remove All Accounts and Re-add:
    • In the login window, tap the icon with two arrows in the top right corner (may vary depending on the app).
    • This will take you to the Accounts screen.
    • Tap the "X" icon in the top left corner to enter account removal mode.
    • Remove all accounts by tapping the "X" icon next to each account name.
    • Once all accounts are removed, you can set up a new account using the correct HOST URL. You can find the HOST URL within your EasyTaxiOffice Panel settings under Mobile Apps.

 

Tracking Issues

The Driver app relies on location tracking to function properly, especially for features like automatic job assignment and passenger tracking. To ensure accurate tracking, please follow these additional steps:

Location Permissions:

  • Android and iOS: Make sure the Driver app has permission to access your location always, not just while using the app. This allows the app to track your location even in the background, ensuring uninterrupted service.

How to Grant Always Location Permission

  • Android:
    • Open your device Settings app.
    • Go to "Apps" or "Applications" (depending on your device).
    • Find the Driver app on the list and tap on it.
    • Tap on "Permissions".
    • Locate "Location" and choose "Allow all the time".
  • iOS:
    • Open your device Settings app.
    • Scroll down and tap on the Driver app.
    • Under "Location", choose "Always".

 

Push Notifications

If push alerts aren't appearing on your device, follow these steps to identify and fix the issue:

Check Notification Settings on Your Device

  • Android:
    1. Open your device's Settings.
    2. Tap on Apps or Apps & notifications.
    3. Select the app (e.g., "ETO Driver" or branded app name).
    4. Tap Notifications.
    5. Ensure notifications are enabled, and consider activating specific notification categories. See this reference guide: Turn notifications on or off for certain apps
  • iOS:
    1. Open the Settings app.
    2. Tap Notifications.
    3. Find and tap the app.
    4. Enable Allow Notifications.
    5. Confirm that Alerts, Sounds, and Badges are turned on.

Check Admin Panel Notification Settings

  • Log in to your admin management panel.
  • Go to Settings > Notifications.
  • Confirm that all required push notification types for both drivers and customers are activated.

Check Customer Account Notification Block

  • In the admin panel, go to Users > Customers.
  • Find and open the customer profile.
  • Click Edit Notification on the right-hand side.
  • Ensure the customer account is not blocking notifications.

 

Additional Tips

  • Restart Your Device: A simple device restart can sometimes resolve temporary glitches that might be affecting the app.
  • Check App Permissions: Make sure the app has all the necessary permissions to function properly. You can usually check and manage app permissions in your device's settings.
  • Contact App Support: If none of the above solutions work, consider contacting our support team for further assistance. They might have specific troubleshooting steps for known issues.

Note: While the specific instructions mention "ETO Driver", the general troubleshooting steps should apply to most mobile apps on Android and iOS devices, even if they have different brand names.