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Troubleshooting Hosted Frequent Disconnections

Troubleshooting Hosted TOM Disconnections

Question: Why does my hosted Total Office Manager program close during the day for no reason?

The hosted system seems to be disconnecting me. No other programs are closed, only Total Office Manager.

Answer: If you lose your connection to your network or internet, even for a split second, your connection to Total Office Manager will close. The first step in troubleshooting is to find out if you were disconnected by your own system or ours.

First Determine Cause of Lost Network or Internet Connection

Open the Windows Event Viewer

The first thing to do is find out if the connection was lost due to your company’s own network or internet connection being lost (even for a split second). Here is how:

  1. Open your Windows Event Viewer
  2. There are several ways to open it. Here is one quick way.
  3. Press the Windows key + R on your keyboard to open the run window.
  4. In the run dialog box, type in eventvwr and click OK.

View the UniversalTelemetryClient Log

  1. Using the menu on the left, expand the menu called “Windows Logs”.
  2. Navigate to Applications and Services Logs > Microsoft > Windows > UniversalTelemetryClient > Operational
  3. Look for Event ID 55. It displays the text “Is the Internet available:” followed by true or false.
  4. Look for Event ID 56. It displays the text “Is a free network available:” followed by true or false.

Reading and Understanding the Event Logs

If you see “false” for either one of these, you know that your network and or internet connection was dropped on your end. That means the Aptora Total Office Manager hosted system did not disconnect you.

Even a very brief interruption will cause your Total Office Manager connection to be closed. That’s because we are using MS Windows Remote App. Remote App will close Total Office Manager when an internet connection is lost, even for a split second.

Important Note: You may see “true” when looking at these event codes. Keep scrolling for False. The Event ID can be either True or False. It will log numerous and continuous True events. You might scroll to a date or time that you recall being disconnected and begin your search there.

Reasons for Disconnection

Your system may have disconnected you due to a power saving setting. Many users have reported being disconnected when their computers have WIFI enabled but they are on a wired connection. There are many other reasons that can be investigated.

Navigating the Windows Event Viewer

Additional Information

Windows Event Log Definition

Windows event log is an in-depth record of events related to the system, security, and application stored on a Windows operating system.  Event logs can be used to track system and some application issues and forecast future problems.

How to Check and View Windows Event Logs

The Windows event logs are located here: C:\WINDOWS\system32\config\

Most people view the Event logs with the help of the Windows ‘Event Viewer’. It makes it easy to open and search the logs.

Related Help Topics from Microsoft

These are advanced articles from Microsoft and are intended for an IT professional.

Troubleshoot Remote Desktop Disconnected Errors
Troubleshooting General Remote Desktop Error Messages

 

Troubleshooting and Fixing Unit of Measure Problems

Unit of Measure Troubleshooting and Fixing Guide

This help topic explains hot to find common problems with Unit of Measure (or UOM). It also includes information on how to fix your UOM problems and links to more detailed help pages.

Here is a Common Unit of Measure Scenario

I am working in Total Office Manager Enterprise Edition. We are using the Unit of Measure feature with Inventory Parts. Often time, the Quantity on hand numbers (how many items we have in stock) numbers are incorrect. It seems like the Unit of Measure feature is the cause if this. How can we troubleshoot incorrect item quantities to see if the Unit of Measure feature is the cause?

Check the Unit of Measure (UOM) Item Settings

Check the Unit of Measure (UOM) item from the Unit of Measure list. Click Company > Unit of Measure List > double click to open the UOM. Is the multiplier set correctly?

Unit of Measure Setup Example: If you buy one container of refrigerant that contains twenty-five (25) pounds and you wish to sell that refrigerant one pound at a time (the Base Unit), make sure the multiplier field has a value of 25. That means when you buy (create a Bill or Item Receipt) a quantity of 1.0, you will have 25.0 in stock. When you sell (create an invoice) 1.0, you will have 24.0 in stock.

Check the Invoice Items That Uses the Unit of Measure Item

Open the invoice item that uses the Unit of Measure. Check the Unit of Measure value (UOM). Is the value set correctly?

Check the History of That Item

Go to the item’s “Item History” screen (form) and look at the “Avg. Cost History” tab. You should be able to see where the average cost began being incorrect.

Examine Sales Activity

  1. From the same invoice item, click Menu > History.
  2. Look at the Sales tab. Examine the Qty column. Do the quantities sold make sense? You will likely see quantities of 1, 1.5, 3, 7, and so forth. The quantity will reflect the number of pounds sold, if you are following our 25 pound per contained example.

Examine Purchasing and Item Adjustments Activity

Look at Checks, Bills, Item Receipts, Other, and Adj to see if any of the quantities used do not make sense for that item. This is usually where the problem is detected. It is common to enter a quantity of 25 when the purchaser had intended to buy 1.0 containers. The same thing is true for item adjustments.

Example: We noticed a use had entered a quantity of 500 on a bill when they purchased one box of staples. They should have entered a quantity of 1. The box had 500 staples. They knew better but they were in a hurry and no one noticed.

Examine Item History for Further Clues

In the same Item History form, look at the Avg. Cost History. The tab shows you the average cost and the quantity on hand at the end of each month. You are looking for months where the average cost or quantity on hand seems abnormal. If it does, investigate transactions and adjustments leading up to that month.

When Did You Begin Using the Unit of Measure Feature?

If you have ever purchased items before you began using the Unit of Measure feature and then you began using UOM with that item, you may need to perform an item adjustment to get the quantities on hand fixed.

Some users have noticed problems with certain UOM items were created when they turned the Unit of Measure preference on, off, and back on again. This feature could be turned off, users could buy and or sell that item without the Unit of Measure in affect, and then turn Unit of Measure on again. The History form will usually offer clues to that activity.

Examine the Audit Trail

You can examine the Audit Trail to see when Unit of Measure was turned on or off. Check the Details column. If the UOM is turned on and off, and there is activity with invoice items that had UOM set, that activity will likely cause problems.

Check the Inventory Sales Activity Report

  1. From the main menu, click Reports > Company > Items > Inventory Sales Activity Report.
  2. Use the report preferences to narrow the report by Inventory Part types and other settings as needed.
  3. Click the Preview button.
  4. Pay most attention to the On Hand and Total Sold column. You are looking for numbers that do not make sense for the Unit of Measure.

How to Fix Unit of Measure Problems

Once you have fixed any transactions that contained in correct values (usually the quantity ordered and or sold), you will need to simply make an Item Adjustment. You don’t have to fix the transactions if you don’t wish to. The important step is to make the item quantity adjustment.

If you cannot locate a faulty transaction, you may go ahead and make the item quantity adjustment. Monitor the item to make sure the problem doe not repeat itself.

Considering Disabling the Unit of Measure Feature?

Please wait. Before doing that, it’s import to understand what really happens when UOM is disabled, and the possible ramifications of turning-off the feature:

  1. When UOM is disabled Total Office Manager simply hides UOM throughout the software.
  2. All item quantities, prices and costs that had been based upon UOM now will be shown in terms of their base (or original) units. No mathematical adjustments will be made. The quantity on hand will not change.
  3. All previously configured related units of measure for an item in a transaction now will display the quantity, price and cost of that item in their base (or original) units.
  4. Disabling UOM significantly can alter the quantity on hand, cost and price information for your items, in many cases resulting in inaccuracies.
  5. Disabling UOM should really only be done when the UOM feature actually has not been used even though it has been enabled.

Help Pages Related to Unit of Measure

How to Setup Unit of Measure

Inventory Item Adjustment (Non-Serialized)

Best Practices for Using Estimates in Contracting

All About Creating Estimates for Contract Jobs

Contractors use estimates to help them project the cost of labor, materials, and profitability on job jobs they bid.  They use them to quote remodel jobs for homeowners.  They present them as proposals for the replacement of the HVAC equipment for a property management company. Without any of these estimations, a contractor would rely on their knowledge of the industries and experience to just know if a job is making them money.  Unfortunately, without proper estimation tools in hand, miscalculations due to rise of material cost for inflation, labor mismanagement, etc., a poorly estimated job can cost you a lot of time and money.

Estimates Have Many Purposes

Estimates serve many purposes.  They are the starting point to AIA reporting, job costing, and/or contract analysis. They are entered when you want to:

  1. Track the jobs you have presented quotes on for contracted work.
  2. Measure the overhead and all costs associated for review of the job profitability.
  3. Assess project costs to make sure you are within the estimated projections.
  4. Analyze the type of jobs which make you profitable along with the types of jobs you wish to avoid.

It is common practice for companies to use programs which specialize in estimating.  There is not one program to handle all estimating needs for a contractor.  After all, the presentation for the job you are quoting and the documents you provide to your customer are something which will represent your company. It is important the presentation of your estimates be discussed among your team and selected accordingly.  In Total Office Manager, you will want to record the estimate to keep track of the estimates quoted, awarded, and lost.

Types of Estimates

Determining how to enter an estimate, you must understand the types of estimates you can enter.  There are four (4) estimate methods you may use.  For some companies, they will use one (1) or two (2), while others will use a combination of them all:

    1. Flat Rate Pricing.
    2. Time and Materials (T & M).
    3. Hybrid of Flat Rate and T & M.
    4. Project Bidding (commonly used for AIA Payment Applications).

Estimates with Flat Rate Pricing

An Image Showing Estimates with Flat Rate Pricing Using a Group Item with individual prices.
Estimates with Flat Rate Pricing Using a Group Item with individual prices.

The Flat Rate style of estimating allows you to quickly add the components for a contract job without having to list all the details of the items needed.  This style of estimating typically contains a single line for the total contract price with sections lines for things like labor, equipment, parts and materials, subcontractors, permits, etc.  These items would then contain the estimated cost to complete the work.  You might see these entries are bid items or quoted work in your estimate.  Once the estimate is approved, details of the items needed would then be added to the estimated or work order to begin staging for the job. When invoicing from the estimate, exact parts and materials used are then added to the invoice from work orders and use of reimbursables.  Below are examples of how the estimate lines might appear.

An Image Showing Estimates with Flat Rate Pricing individual items not priced.
Estimate with Flat Rate Pricing with Individual Items not Priced

Estimates with Time and Materials (T & M)

An Estimate Using the Time and Materials (T & M) Approach.
An Estimate Using the Time and Materials (T & M) Approach

The Time and Materials style of estimating requires a bit more detail.  This style of estimating lists all components of the job which are expected.  You might consider this as the detailed pull sheet for all materials and components estimated to complete the job.  Completing the estimate in this manner may prove beneficial or time consuming.  When invoicing from the estimate, materials used are then reconciled against the work orders and reimbursable material requisitions.  Below is an example of how the estimate lines might appear.

Estimates with Hybrid Flat Rate and T & M

The Hybrid Flat Rate and T & M style of estimate combines both methods but only details out specifics as required by the IRS rules and regulations.  When invoicing from the estimate, materials used are then reconciled against the work orders and reimbursable material requisitions. Below is an example of how the estimate lines might appear.

An Estimate using Hybrid Flat Rate and T & M
An Estimate using Hybrid Flat Rate and T & M

Estimates Using Project Bidding

The Project Bidding style is typically used in conjunction with AIA Payment Application billings.  The estimate is created to mirror the Schedule of Values.  When invoicing from the estimate, materials used are typically entered on a separate materials invoice and reconciled against the work orders and reimbursable material requisitions. In some instances, the material is added to the progressive invoice after the AIA Payment Application is completed. Below is an example of how the estimate lines might appear.

Image of an Estimate for Project Bidding.
Image of an Estimate for Project Bidding.

Topics Related to Job Estimates and Project Estimating

Estimates (Sales Proposals)

Add or Edit Invoices, Sales, Estimates, and Credits (fully explained)

AIA Billing – How to Create AIA Payment Applications (invoices)

Handling Job Deposits or Down Payments on Job

Handling a Down Payment on a Job

This article assumes you wish to receive a down payment on a sold job, deposit the money, and you do not wish to recognize the money as income until later.

  1. Create an item called “Customer Down Payment”. Put “Customer Down Payment” in the item’s description field. Use the Item Type “Service”. Leave the Rate field blank for now since it will vary by customer. You will change the Rate on each invoice. In the item’s Income Account field, click Add New. Add a chart of account using the “Other Current Liability” type. Enter a description of “Customer Down Payments”. Click Save & Close.
  2. Create an invoice for the customer. Add your new item. In the Amount field, enter the amount of the down payment. All this invoice will be doing is acting as a placeholder for which the down payment is received.  The new service item will offset the income with a liability.
  3. On the invoice, click the button Menu > Receive Payment. Create a Receive Payment for the deposit as you would any other customer payment.
  4. Applying the Down Payment – When the job has been finished, we will finally generate an invoice for the job. At the end of the invoice input the Customer Down Payment line item and enter the total of all down payments from this customer as a negative number. This will now $0 the Customers Down Payments in the liability account and properly show the income as billed from the invoice.

Accounting Explanation

Why go through all this trouble? Why not just receive the payments for the customer and leave them as an open balance to be applied later? If you take a down payment on a job you’ve now thrown your accounts receivable in the other direction, it’ll be a negative balance.

Instead, if we setup a liability account it will properly reflect and give you a much cleaner understanding with what your liabilities are as a business (down payments that you owe for services yet to be fulfilled) and your accounts receivable will reflect as a positive number to show the total amount owed to the business for services that have been completed.

Explanation of the Liability Account: When we setup the Customer Down Payments account as an Other Current Liability we told Total Office Manager that this is money owed for work that has yet to be completed. It’s a liability for our company because they haven’t completed the work and the customer has full expectations to receive a final product that won’t be delivered until the job is complete. When the final invoice is generated, we’ll back the payment out of the liability account as a payment against the final invoice because the final product has been delivered to the customer.

 

How Markup and Markdown Methods Work

About Markup and Markdown Methods

They allow you to markup from Direct Cost or down from List Price to create a Retail Price for your items. They are just one of the many ways you can use the software to help you calculate a Retail Price for items.

How They Work In Practice

When you create an item, you enter an amount in the Estimate Cost field. You may then select a Markup/Down Method. When you do, the Suggested Retail Price field is populated with an amount based on that calculation. If you decide that you want to use that amount as your default Retail Price, you can click the button on the right of the Suggested Retail Price field or enter any amount you wish. That’s how the Retail Price field is populated. Side Note: Once an item has an amount in the Average Cost field, it will use that amount, instead of the Estimated Cost. Either way, the Retail Price field is not populated automatically.

When you create estimates and invoices, the default Retail Price from the item will be used. You can change the Repair Price by selecting a different Markup/Down Method or by entering a new Repair Price. You can change the Markup/Down Method for certain line items individually or all at once.

If you added a default Markup/Down Method to that customer (the main Add/Edit Customer form), that method will now be used when you create an estimate or invoice. When the estimate or invoice is created, the software selects that method in the Markup/Down Method selection list (middle left side of the form). You are basically telling the software that they have different pricing than that of the default pricing.

When you leave the Customer’s Markup Method empty (no selection), the items default Retail Price is always used when creating estimates and invoices.

Most of the companies Aptora has worked with, leave the customer’s default Markup/Down Method blank. They price their items using a small number of markup methods and that’s what most every customer pays. Air filters and certain (loss-leader) things include a smaller markup and that usually applies to everyone. If they have a customer that gets special pricing, they use discounts most of the time. That way the customer is reminded of the special discounted pricing they enjoy. Otherwise, they use a different Markup/Down Method when needed.

Related Topics

Price Method Types Explained

Sales Tax Rates – Updating and Changing

How to Update Sales Tax Rates for Customers

This help topic will show you how to update or change sales tax rates on customers after those rates have changed.  The recommended method to update your sales tax rates may be accomplished by following the steps below.

Step-by-Step Process on Updating Sales Tax Rates

  1. 1. Open the Sales Tax Item List (Customers | Sales Tax | Sales Tax List).
  2. Locate the Sales Tax Item that requires a rate change.
  3. Double click to open the Sales Tax Item.
  4. Change the name of the existing Sales Tax Item as necessary.
    a. Consider using a name that is different than what you are currently using.
    b. Consider putting the percentage in name to clearly state the amount being calculated, e.g. KS State Sales Tax 5.5%, KS Local 1%, JoCo Group 9.975%.
    c. This rate change may be done in advance of the effective date.
  5. Right click on the Sales Tax Item List and choose the option New Sales Tax Item.
  6. Create a new tax item with the new rate. This new tax item will mirror the existing tax item with only a change in the Tax Rate.
  7. Repeat Steps #2-6 for each tax item that requires a rate change.
  8. If you do not track Sales Tax Groups, skip to Step #16.
  9. Once you have completed updating your tax items, you will also need to create new Sales Tax Groups for all groups containing any of the Sales Tax Items with rate changes.
  10. Locate the Group Item in the Sales Tax Item List.
  11. Double click to edit the group.
  12. Change the name following the same guidelines in Step #4.
  13. Right click on the Sales Tax Item List and choose the option New Sales Tax Groups.
  14. Create a new Sales Tax Group with the new Sales Tax Items.
  15. Repeat Steps #10-14 for tax group that requires a rate change. Once you have completed all updates to rates for items and groups, it is necessary to update the Sales Tax Item/Group selections on your Customer:Job records.
  16. Navigate to Tools | Utilities.
  17. Double click on the option Customer Tax Item Update.
  18. In the From box, select the old Sales Tax Item/Group.
  19. In the To box, select the new Sales Tax Item/Group.
  20. Check the box to inactivate the From selection on completion of the Customer:Job Tax update.
  21. Repeat Steps #18-20 for each Sales Tax Item/Group that is to be updated in the Customer:Job records.
  22. To verify the Sales Tax Item/Group has been updated, you may filter your Customer:Job list for the Tax Item.
  23. If you notice there are Customer:Jobs with incorrect or missing Tax Items, you may select multiple records and click Actions |Batch Update Tax Items.
  24. Select the Tax Item you wish to update to the Customer:Job(s) and click Update.

Sales Tax Tips

  • When creating new invoices/sales/estimates for a Customer:Job, the tax item will prepopulate from the Tax Info tab to the new transactions.  Keep this current!
  • It is recommended to create a filter for tax items which are inactive and still selected on the Customer:Jobs Tax Info tab.  This will help to quickly isolate and update these records.
  • You may consider either renaming the old tax items to help isolate them faster. Adding x- to the front or -old to the end helps identify these in filter searches more quickly.

Topics Related to Sales Tax

Sales Tax Item Groups (adding and editing)

Sales Tax Rates – Updating and Changing

How to Setup Vehicle Tracking with Verizon

Vehicle Tracking with Verizon Hardware

This document will explain how to activate and set up the optional Verizon tracking system. This allows you to display your vehicle location using any of these Verizon products (these products are subject to availability by Verizon):

  1. Verizon Connect – Reveal and Reveal Starter®
  2. Verizon Fleetmatics®*
  3. Verizon Networkfleet®*
  4. Verizon Fleet Complete®*
  5. *Note: Verizon seems to be using the product name of Reveal and Reveal Starter to replace the other product names listed.

Please keep in mind that these services do cost extra. Please contact your account manager for pricing information.

Aptora’s Schedule Board Mapping System (SBMS) allows you to see your appointments and work orders on a local map. What you see on the map depends on what Profile and date range you have selected on the Home tab (the schedule board screen). What you see on the map is basically the same as what you see on the schedule board.

Track the Vehicle with Installed Verizon Hardware

You can track your vehicles with hardware that is installed in that vehicle. We support Verizon Networkfleet®, Verizon Fleetmatics®, and Fleet Complete®. Each of these options requires purchase from their respective companies. Verizon products must be purchased through Verizon and they have their own fees. Here is a link to Verizon: https://www.verizonconnect.com/solutions/gps-fleet-tracking-software/

We integrate with these products by communicating with their service and displaying the location of their device (your vehicle) on our map. You still have your own account with Verizon or Fleet Complete and you still have all the same features that they offer through their website interface. In addition to what they offer you, we display your vehicle’s location on our map. All tracking data is stored inside the Total Office Manager database.

Note: This article does not cover how to setup your vehicles in the Verizon portal. We assume you already have that setup and working.

Prerequisites for Customer

  1. Own Total Office Manager and Aptora Mobile II along with an active support plan.
  2. Aptora Mobile II  is installed, operational, and updated.
  3. Aptora Mobile II must be running for the Verizon or Fleet Complete tracking system to work.
  4. Own the Schedule Board Mapping System (SBMS). This is the map feature built into the schedule board.
  5. You need a GPS Tracking license for each asset you wish to track. These are purchased through Aptora. Please speak to your account manager for more information. This is separate from your Aptora Mobile II user licenses.
  6. For Verizon or Fleet Complete integration, you must have their system completely installed and operational. This means you will need a monthly plan and their GPS Trackers installed in one or more of your vehicles. You will need to purchase GPS Trackers as normal. Each device is plugged into the ODB-II port of the vehicle. You will need to contact Verizon to create a new developer account and turn on developer services. This allows us to communicate with their service (through their API). We tell you how to do that below.

Verizon® Networkfleet Integration

Registering the Tracking Device

  1. Use the developer account to create a new Client Key. We have had clients tell us they called Verizon for help with obtaining a Client Key and Verizon tried to sell them a service. This should not be required.
    1. Go to https://developer.networkfleet.com/login/auth
    2. From the Getting Started menu option at the top of the page, click Getting Started and look for the Key Management Page hyperlink. This link may work: https://developer.networkfleet.com/clientRegistration/index
    3. Click the “Register New Client” button.
    4. Enter a Client ID and Client Secret
    5. Document the Client ID and Client Secret for later use

Verizon® Fleetmatics Integration

Registering the Tracking Device

For Fleetmatics only, you will need to call your Verizon sales representative and request a Developer’s Key. As of the date this article was created, they did not have a way to obtain one through their website.

Activating Your Aptora Schedule Board Map

If you have not already activated the mapping feature in Aptora’s schedule board, you will need to get that done next. When you invest in the mapping option, you will be given a registration number by your Aptora Account Manager. When you attempt to open the schedule board map, it will ask you for that registration number.

Enter Your Credentials in Aptora Mobile II

You need to enter your Verizon or Fleet Complete credentials into AMII.

  1. Log into AMII as Administrator.
  2. Click More | Settings | Application.
  3. At the top of the Application Settings screen, select GPS Tracking.
  4. Select your GPS provider in the TypeId selection dropdown.
  5. Enter your User Name and Password. These are provided by your GPS company, not Aptora. Aptora cannot access this information.
    • Tip: The User Name typically starts with “Rest@”.
  6. If you are using Fleet Complete, enter your Client ID. That is also provided by Fleet Complete.
  7. Click the Update Settings button at the top. You can now log in as a regular user if you wish.

Setting Up the Assets to be Tracked

You need to tell Total Office Manager what devices it needs to look for and track. Please make sure all assets in Total Office Manager have the required information.

Vehicles with Tracking Devices Installed

  1. Your vehicle’s VIN number. Important: This is to match the Verizon or Fleet Complete record to the corresponding Total Office Manager Vehicle Asset. This must be the same VIN entered in Verizon’s system.
  2. The “Track on Schedule Board Map” option is checked. Please be sure that you do not check more of these boxes than you have tracking licenses from Aptora. For example, if you setup ten assets to track and you have five actual tracking licenses from Aptora, your map will display only five assets.

Enter the Vehicles as Assets

There is a model number in Verizon Reveal (Fleet Complete) that has to be entered in the Total Office Manager > Asset > Model Number field. If they do not match, the Aptora system will not work. See the field shown below “Model:”.

Accessing GPS Tracking Information

In addition to using your schedule board map, we offer you the ability to access a complete set of GPS tracking records.

  1. In Total Office Manager, click Reports | Custom Data Views. This will open a CDV form. From the main menu at the top, click Data Views and select GPS Tracking List. You can print preview, export, or build custom reports using the data.
  2. In Aptora Mobile II, click More | Lists | GPS Tracking List. A list should open with your tracking information. This list is grouped by source (e.g.: Android, Apple, Verizon).
  3. You can expand on the Source column to see all the activity from that source.
  4. The Contact Information will display specific names and locations of the GPS coordinates (when available).
  5. You can click a button that will open a map) depending on your mobile device) and display that location on that map.

Note: We have no control over what map is opened and how those results are displayed. That operation is performed by the mobile device.

Mapping and GPS Tips

  1. All of these tracking options must be purchased. Your account manager will need to enter the correct information on their side for the system to operate. You will need to enter certain registration information that is covered in this article.
  2. You can set the refresh rate of your Total Office Manager map from two to ten minutes. We recommend no quicker than every five minutes. Each refresh freezes the schedule board for a moment.
  3. Verizon devices report their data every two minutes or longer (per device). Your map has its own sync cycle. It will likely not be in sync with the device’s refresh integral.
  4. When the vehicle is traveling below ten miles per hour, Verizon returns a heading of zero.
  5. We have had clients tell us they called Verizon for help with obtaining a Client Key and Verizon tried to sell them a service. This should not be required.
  6. When entering your Verizon credentials, keep in mind that you are not entering your regular website login information. You are entering your special Developer’s credentials called API Developer Client Key. At this time, we don’t attempt to validate those credentials when they are entered.
  7. Be sure that you do not have the same VIN in two or more assets that are being tracked. This will create multiple GPS entries.
  8. Verizon has a series of videos here: https://www.youtube.com/channel/UCNXltE8HxEnTJbmoD_49gQw

Related Topics

Troubleshooting GPS Issues – Verizon

How to Setup Mobile Device Tracking

Setup Mobile Devices for Tracking

You can track the mobile device the employees are carrying. This is done through the Aptora Mobile II® or the Geo Time Tracker™ app. The map communicates with the app to determine its location and then displays that location on the map. The map is updated every two minutes or by your preference. All tracking data is stored inside the Total Office Manager database. This solution provides simple and very inexpensive tracking.

Prerequisites for the Customer

  1. Own Total Office Manager and Aptora Mobile II along with an active support plan.
  2. Aptora Mobile II  is installed, operational, and updated.
  3. Own the Schedule Board Mapping System (SBMS). This is the map feature built into the schedule board.
  4. You need a GPS Tracking license for each asset you wish to track. These are purchased through Aptora. Please speak to your account manager for more information. This is separate from your Aptora Mobile II user licenses.

Enter the Mobile Devices as Assets

You need to tell Total Office Manager what devices it needs to look for and track. Please make sure all assets in Total Office Manager have the required information. The process is the same for setting up a phone or tablet.

  1. Enter an asset for each mobile device (phone or tablet) that you wish to track. You can use an existing asset, if you have already entered one.
  2. From the Asset Type list, select Cellular Device Asset.
  3. Enter the Aptora Mobile II App Device ID. Here is where to get that information: Get the mobile device and open the Aptora Mobile II app. From within Aptora Mobile II, click More > Help > About Aptora Mobile. See “Device Id:”
  4. From your mobile device, be sure Location Tracking is turned on. This is a device setting. It is usually found in Device Settings. Look for “Location” or “App Location Permissions”. You should also turn on “Use Precise Location Sharing”. These terms vary by phone and OS.
  5. The MEID/IMEI is not needed. It is for informational purposes only (to help users identify the device).
  6. From the Assign Asset to Employee list, select the employee who carries the device.
  7. From the Additional Info tab, check the Track on Schedule Board Map checkbox.
  8. Click the OK button to save and close the form.
  9. Please repeat this process until all of your devices have been entered as assets.

Accessing GPS Tracking Information

Schedule Board Map

You should now be able to see the location of the device on your Schedule Board Map. Be sure your devices allow tracking (often called Location Tracking). It is easy for users to turn off tracking, especially if they own the device. Nothing else needs to be done to Aptora Mobile II.

GEO Tracking/GPS Information

In addition to using your schedule board map, we offer you the ability to access a complete set of GPS tracking records. This information is stored in your database.

  1. In Total Office Manager, click Reports | Custom Data Views. This will open a CDV form. From the main menu at the top, click Data Views and select GPS Tracking List. You can print preview, export, or build custom reports using the data.
  2. In Aptora Mobile II, click More | Lists | GPS Tracking List. A list should open with your tracking information. This list is grouped by source (e.g.: Android, Apple, Verizon).
  3. You can expand on the Source column to see all the activity from that source.
  4. The Contact Information will display specific names and locations of the GPS coordinates (when available).
  5. You can click a button that will open a map) depending on your mobile device) and display that location on that map.

Note: We have no control over what map is opened and how those results are displayed. That operation is performed by the mobile device.

Mapping and GPS Tips

  1. All of these tracking options must be purchased. Your account manager will need to enter the correct information on their side for the system to operate. You will need to enter certain registration information that is covered in this article.
  2. You will need one tracking license per device you wish to track. These licenses are different from your Aptora Mobile II user licenses.
  3. You can set the refresh rate of your Total Office Manager map from two to ten minutes. We recommend no quicker than every five minutes. Each refresh freezes the schedule board for a moment.
  4. The device will not report its position if it has not moved a certain distance. That distance can vary by phone model and OS.

Related Topics

Troubleshooting GPS Issues – Aptora Mobile II

Troubleshooting GPS and Mapping Issues

How to Troubleshoot GPS Tracking Issues

The following steps should be followed if you are having trouble displaying your mobile devices or vehicles on the schedule board’s map.

This help topic does not include Verizon troubleshooting steps. That link is below.

GPS Troubleshooting Step by Step Guide

First Step: It is important to know if all of your assets are having this problem or just some of them. If just some of them, look for differences in the setup and hardware for the working and non working devices. You should also check to see if GPS data is being saved to the GPS Tracking Data list. Check Location Tracking settings. These things are covered in more detail covered below.

  1. Does the Aptora software receive GPS information? Check Total Office Manager and Aptora Mobile II’s GPS Tracking Lists to see if data is being received. Aptora Mobile II has a GPS Data List. In Total Office Manager, there is a Custom Data View for GPS data. Pay attention to any devices that are working versus those that are not.
  2. You should make sure you are on the latest version of Total Office Manager and Aptora Mobile II. If that is not practical, check the Release Notes to see if there have been any related fixes or updates.
  3. If the problem is related to tracking a mobile device, please check to see if there are any updates available for that mobile device. This often resolves the issue.
  4. The Aptora Mobile II app must be running for this system to operate. Verify that it is running.
  5. Is Location Sharing turned off? Keep in mind that many mobile devices can and will block GPS (location) data from being shared. A user might get a message informing the user that their device is being tracked. The user can turn this off. There may not be anything that Aptora can do about that.
  6. Location Tracking must be set to “Always Track this Device” and not to “Track this Device Only When in Use”. Depending on your device, the working of these options might be a  little different.
  7. Apple specifically needs to have Location Tracking on (of course). Important: It MUST be set to “Always”. The “Precision Location” needs to be turned on.
  8. Android needs to have Location Tracking On and the app must be set to “Allow All the Time”. The “Use Precise Location Sharing” option needs to be turned on.
  9. Check to make sure that the Devices button is depressed on the map’s toolbar. That button toggles tracking on and off.
  10. Do you have enough licenses? The Aptora GPS Tracking license count must be equal to or greater than the number of assets with this option checked. For example, if you setup ten assets to track and you have five actual tracking licenses from Aptora, your map will display only five assets. Check to see how many assets have the “Track on Schedule Board Map” option is checked and compare that to ho many licenses you have purchased. Your Aptora Account Manager can tell you how many you own.

Advanced Info for Aptora Support

Initial Steps and Questions

  1. Have they entered and activated the assets correctly?
  2. Does the number of assets match their number of tracking licenses?
  3. Is the problem with Verizon, AMII app, or both?
  4. Do any of the units show up on the map (some or none)?
  5. If some, are they always the same ones that show and do not show?
  6. If some, do they have anything in common such as OS or device brand/model? If yes, gather that information.
  7. Is there GPS data in the database for the devices that do not show on the map?

These steps can only be followed by an Aptora Support Agent.

  1. Double check the Advanced Troubleshooting Steps first.
  2. Check to make sure that the client’s Equipment and Service Agreements have been entered and are correct in Aptora’s Company File.
  3. Check the client’s license count. To avoid problems or confusion, be sure they have not setup more Assets than they have licenses.
  4. The Istruck field in the database should be set to 1
  5. The TrackonSB field in the database should be set to 1
  6. For Apple Issues: Apple specifically needs to have Location Tracking on (of course). However, it MUST be set to “Always Allow” and the “Precision Location” needs to be turned off. Note: The Always Allow is not common for most apple users but we do not always track even with that setting set. We only track when the app is opened. Our app does not work properly if that Apple setting is set to “Only While Using”.

Technical Information on GPS

The following information is technical and meant for those with a desire or a need to know more about how the system works.

  1. When the credentials are entered into the SBMS, they are saved to the database. At this time, we don’t attempt to validate those credentials.
  2. Aptora Mobile II has a Quartz job set up to run every two minutes. Once it finds the Verizon credentials in the database, it will execute the following steps each time it runs:
    1. Request an authorization key from the Verizon API.
    2. Request all vehicle records from the Verizon API.
    3. Using the VIN number, match the Verizon vehicle record to the Total Office Manager Fixed Asset record.
    4. Save the Verizon Vehicle Id as the MEID for the matching TOM Vehicle Fixed Asset.
    5. Request all the vehicle locations from the Verizon API.
    6. Find the most recent location for each vehicle.
    7. If a Verizon location is newer than the last known TOM location, save a new AssetGPS record using the Verizon Vehicle Id as the DeviceId.
  3. GPS data is received from the satellite and sent to the Verizon servers every two minutes (or your Verizon preference). If a vehicle is outside of cellular coverage, the Verizon device will store GPS data for transmission later (for up to 30 days).

GPS and GPS Tracking Related Topics

Troubleshooting Steps for Verizon

More About the GPS Data Retrieved

Reviewing Estimates for Job Costing Analysis

How to Analyze Estimates for Job Costing

When reviewing your estimates for an overall standing of your contract jobs (estimates), it is recommended to Run the Estimate Over/Under Details CDV (Reports | Custom Data Views | Data Views). In this CDV, you can review summary information to analyze your profit/loss on a job (estimate).

To help isolate records which need to be reviewed, create filters to analyze the following information:

  1. Missing Contract Prices
  2. Questionable Change Orders
  3. Missing Estimated Material Costs
  4. Missing Estimated Labor Costs
  5. Missing Estimated Revenues
  6. Missing Material Cost to Date
  7. Missing Labor Cost to Date
  8. Review Percentage of Completion
  9. Missing Revenue to Date
  10. Review Billings Over/Under Dollars
  11. Review Low/High Gross Profit Dollars/Percentages

Missing Contract Prices

Review any estimates with a zero retail price for the Original Contract Price.  This price is populated from the Projected Total on the Job Info Tab of the job record. Review and select the estimate to load this value into the Projected Total.  You may also manually enter this value.

Questionable Change Orders

Review these to determine if the Change Orders total is legitimate for the estimate.  Many times, change orders are added to estimates when the estimate is being modified to add more details that are not actual changes to the original estimate.  Anytime you make changes to the estimate and save, you are prompted to enter changes as a change order.  Only those change orders approved by the customer which alter the original contract total are to be added to the estimate.

If you find the change orders were entered in error, right click on the estimate then and choose the Change Orders option from the menu.  Delete any change order that is not needed.

Missing Estimated Material Costs

Review materials costs in the Estimated Cost column which are not included in the estimate.  Material cost is calculated as the sum of all costs listed on the estimate where the items are not service item types marked as Used for Labor Only.

Missing Estimated Labor Costs

Review labor costs in the Estimated Labor Cost column which are not included in the estimate.  Labor cost is calculated as the sum of all costs listed on the estimate where the items are a service item type marked as Used for Labor Only.

Missing Estimated Revenues

Review estimates to ensure there is a value in the Estimated Revenue column. The total of the estimate will appear in the CDV as the amount.  It will match the Revised Contract Price unless there are data issues which need to be addressed.  If you are missing revenue, this may mean the estimate is not complete.  At a minimum, it is recommended to have a single line with the anticipated value of the estimate as a placeholder.

Missing Material Cost to Date

Review the Cost to Date column to make sure the invoices created to date for the contract reflect the cost for everything except labor.  The invoice must be created from the estimate.

If the invoice is not created from the estimate, you will have to complete the following:

  1. Open the originating estimate.
    TIP: You can drill down to the estimate from the CDV by double clicking to edit.
  2. Within the estimate, right click and choose the option Customer:Job | History to review the customer account. You will need to have copies of the original invoices handy to replicate in the next steps. It is recommended to change the original invoice number to include a ‘v’ at the end so you can reuse the number.
  3. From the estimate, right click and choose the option Create | Invoice.
  4. When the progressing invoice appears, choose the second option. Do not enter a value in the percentage. Click OK to proceed to the invoice form.
  5. On the invoice, change the suggested number to the original invoice number.
  6. Enter the quantities and values of the original invoice. Make sure the bottom-line totals match.
    NOTE: If the original invoice includes inventory and/or serialized parts, you will need to void the original invoice to reselect the serial number and allocate inventory appropriately.
  7. Save the invoice and repeat for each invoice previously created for the estimate which is not progressively billed from the estimate.
  8. Review the CDV to make sure Cost to Date is now populating.

Missing Labor Cost to Date

Review the Labor Cost to Date column to make sure the invoices created to date for the contract reflect the cost for actual labor.  This labor is calculated from the timesheet entries for the Customer:Job. For the labor to calculate, the following criteria must be met:

  1. The invoice must be created from the estimate.
  2. The estimate and the invoice must be tied to the same work order the work was completed on.
  3. The work order must be tied to a timesheet entry.
  4. The employee’s payroll earning items must have been setup with an amount at the time the time sheet was created.

If the labor cost is not showing, you will have to complete the following:

  1. Open the originating estimate.
    TIP: You can drill down to the estimate from the CDV by double clicking to edit.
  2. Within the estimate, right click and choose the option Customer:Job | History to review the customer account. Click on Timesheet tab to review the entries for the Customer:Job.
  3. Click on the Work Order tab to review work completed.
  4. Edit the work order(s) for the job. Right on the work order and choose Select Invoices/Sales/Estimates. Make sure both the estimate and invoice(s) associated with work order are selected.
  5. Review the CDV to make sure Labor Cost to Date is now populating.

Review Percentage of Completion

Review those jobs which have a low or high percentage of completion.  This threshold would be determined by your office to identify jobs which are missing billings or have been over billed.  If you know you completed a job six months ago and it is only showing 16% completed, you are likely missing invoices being attached to the estimate.  If you have billed too many invoices, the percentage completed may be over 100%. Reviewing sections above will also help with minimizing these results.

Missing Revenue to Date

Review the total revenue earned to date in the Revenue to Date column.  This amount is calculated as the Estimated Revenue times the Percentage of Completion.  A low revenue number indicates missing invoices.  An extremely high number may indicate invoices with excess cost or missing cost on estimates. Reviewing sections above will also help with minimizing these results.

Review Billings Over/Under Dollars

Reviewing the amounts recorded in the Billings Over/Under helps isolate potential issues in bookkeeping and/or an inflation of estimated expenses. This amount is calculated by taking the total Billed to Date less the Revenue to Date.  A number less than zero indicates you are Over your anticipated billing amount.  A number over zero reflects the amount left to bill.  If you are 65% completed and only have $32 in the Billings Over/Under, you have $32 in expenses left to bill out before you are Over your cost projections. This means you will want to make sure you are able to fund the remaining project without getting more funds from the customer.  Your anticipated Gross Profit will also be decreased by going over the anticipated billings.

Review Low/High Gross Profit Dollars/Percentages

Reviewing the amounts recorded in the Estimated Gross Profit and Percentage of Gross Profit also help isolate potential issues in bookkeeping and/or an inflation of estimated expenses. The Estimated Gross Profit Dollars is calculated from Estimated Revenue minus the Estimated Total Cost.  The percentage is the Estimated Gross Profit divided by the Estimated Revenue. A high percentage may indicate you are missing vital costing information like labor and materials.  A low percentage may indicate you are not charging enough for the job due to inflation or deflated labor.

Help Topics Related to Job Costing

 

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