Multidrop Driver App - FAQs
Frequently Asked Questions - SORSS Driver App (Apple IOS and Android)
Before reporting any issues or starting a route please ensure all apps are updated to the most recent version available on the relevant app store for small bug fixes and new features.
App Charge - £1.25 per route // Current Android App Version - 1.1.2 // Current IOS App Version - 1.0.9
If you're forced to do an update in the app, please log out and back in once the update has been completed to clear the previous app version cache.
Q: How do I download the SORSS Driver App?
A: Our Driver App is available from the Google Play Store and Apple App Store by searching for 'SORSS Driver App'.
Q: What counts towards an app charge?
A: Once you log into a single route successfully, if it's for testing or delivering and the first location data has been transmitted these count towards the charge for the day as we begin to get charged for this data connection.
Q: How do I arrive at the destination to trigger the system update?
A: On the route overview screen you can press and hold on to the active order and select the arrival option, however, when you click the order you're active on you will be greeted with a message asking if you've arrived which forces you to click yes or no. Yes, must be selected to continue with the debriefing and delivery process. To see the process and how to use the app to arrive and then debrief see the tutorial here.
Q: I can't scan a product delivery label?
A: The app uses the same scanning functionality as our barcode scanners so as long as the labels aren't damaged and are printed correctly they will read properly. If you can't scan a specific label within the products you can press and hold on to this product to enter a manual note for the scan to explain why it was not scanned. To see how to manually add a note to the scan see the tutorial here.
Q: How do I deviate from the route drops and deliver a different drop on the route instead of the current drop?
A: On the route overview screen you can press and hold on any of the orders to have the sub-menu pop up showing the options, here you will see an option to 'make active order'. Selecting this will change the selected drop to the active order, this means you can then arrive at the location and deliver this now instead of later in the route. Making an order active will also leave a note on the system showing this order was changed manually by the driver instead of following the route set (Android version 1.0.8/IOS version 1.0.5 and later)
Q: How do I see the recipient's contact details to call them or their address?
A: On the route overview screen you can press and hold on any of the orders to have the sub-menu pop up showing their contact details. On this version of the app, you can also click any order to view the order/contact details but you still have to debrief in the correct drop order.
Q: My handset battery is being drained quickly?
A: Due to the heavy request for live tracking information we developed this into this version and we periodically send the location of the handset through the app to our servers for live tracking via the online software.
We advise you to keep the device on charge whilst driving as the app will continue to submit location details whilst the app is in the background as well as whilst the app is logged into.
Q: My app crashes/My app is posting duplicate data?
A: The app requires a certain amount of handset memory to function due to the location data posting for order tracking, if you're using an older handset or have lots of apps installed/open and data stored on the storage drive then this could cause the app to crash or slowly process data, for example, debriefs of orders or vehicle checks. Please close unused apps from the background use of the handset and clear some memory if this is happening - older handsets are prone to being slower with old hardware.
Q: How do I set custom Vehicle Checks for the morning and evening?
A: If you wish to add further checks to the vehicle checks process, for example, tyres or registration plate simply go to 'System' >> 'Settings' on the main SORSS system menu and then add the data under 'Morning App Vehicle Check Labels' or 'Evening App Vehicle Check Labels'. Separate each check title with a comma (,) and these will load on the vehicle checks. If these are blank there will be no checks required, if one or the other is blank the one with data in will be requested to be complete, if you wish for accurate driving miles to be added to the system we recommend doing both checks so the system receives start and end mileage. (Android version 1.0.8/IOS version 1.05 and later)
Q: How do I set a custom Fault/None Fault failure reason?
A: The app takes the failure reason from the system settings set by you for manual order debriefing. You can find the reasons under 'System' >> 'Settings' on the main SORSS system menu and then 'Fault Failure Reason List/Non-Fault Failure Reason List'. (Android version 1.0.7/IOS version 1.0.4 and later)
Q: I do not want a vehicle check to be done?
A: If you wish to disable the vehicle check process, simply go to 'System' >> 'Settings' on the main SORSS system menu and then remove the data under 'App Vehicle Check Labels' and this will stop all vehicle checks from loading on the app.
Q: I have been forced to do an update but my app keeps crashing or won't work the same?
A: Due to the firmware update launched, it could be that the processes have changed majorly as something new has been added so the app cache needs updating to prevent the crashing - please close and reopen the app and log out and log back in to renew the caches.
Q: I do not want my driver/mate to scan product labels when delivering?
A: If you wish to disable the label scan process, simply view a 'route' on the main SORSS system where you would get the details for a route and then untick the box under the route details where it says 'Allow App Label Scanning?' and this will stop all label scanning being required to then debrief on the app.
Q: How do I upload offline data/refresh orders?
A: At the top right of the app you will see two icons, one is a globe with arrows surrounding it and another is an exit icon. The refresh icon (left) will load any new collection orders as well as post any offline data and the logout icon (right) will log you out of the route you're active on. To see how to use the order refresh see the tutorial here.
Q: I can't see the image(s) uploaded from the app on the system?
A: If your crew has posted data to the system via the app and the images are corrupt, the only online storage server won't be able to display them and instead will show a broken image logo and when clicked an error page. If you followed the steps and took the images with the phone camera as advised within these FAQs then you can debrief the order again and attach the image(s) from the gallery to attempt the upload to the system.
Q: How do I keep a backup of my photos?
A: The app does not save any photos taken within it. We strongly recommend taking the delivery photos on your handset via its camera app and then attaching them within the Senteca SORSS Driver App on the order itself so the phone has the original photo on for your records or retrying to upload with network errors. Whilst attaching photos in the device gallery, you can press and hold to select multiple images at once for uploading.
Q: How does the Live Vehicle tracking work?
A: The app automatically sends the current location and estimated speed data to our servers which are then updated and loaded to the 'Live Map' found under 'Routes' on the menu bar. This is estimated and updated periodically but this allows you to see roughly where each app user is located at that moment.
Q: How do I send the driver a message through the app to refresh?
A: As long as the user successfully logged in and submitted a private token to us to use you can send the handset on that route a message through our software, you can find the option to do this at the top of the 'route view' screen where it says 'SEND DRIVER APP NOTIFICATION'. A pop-up box will appear where you can enter the message to send to the driver's handsets. If this does not show then the handset did not send us a token to send a message to.
Q: How do I print or save the new ePod?
A: When you see the link to 'View ePOD' this generates an online ePOD which includes the POD data, recipient signature from the app and any delivery photos (if they were taken and uploaded) on a separate page.
You can download the ePOD or print it by right-clicking and selecting 'Print' or using 'Ctrl + P' on your keyboard to bring up the options, here you can print the A4 ePOD or under 'Printer' select 'save as PDF' to save it.
Q: I can't debrief an order now that I am active on the route?
A: To access the debrief order button you need to scan all product labels for that order with the barcode scanning function on the products tab. If you can't scan all the products, for example, one is damaged or the item is missing then you can press and hold on to that specific product to bring up the manual scan box where you can enter a note explaining why this is not scanned. Once all items for the order are scanned the top right debrief button will appear allowing you to successfully or unsuccessfully deliver the order with the reasons/notes, any photos and if required the signature.
Q: Do I need to have the handset connected to the internet?
A: Yes and No.
- Yes - To sign in to the app and system you will need the internet to validate the login and retrieve the initial route details.
- No - once you're logged in and data downloaded the mobile can save the order details in an offline mode which is indicated to the left of the orders on the overview screen by a green (successful uploaded) or orange (incomplete upload). Once the internet connection is resumed the phone can submit all the delivery details saved offline to the system online. The app does send data in real-time to the online portal for tracking purposes so if there is no internet live tracking won't work. If data is submitted without a connection and offline mode is ended by closing the app or turning the phone off then the data may be lost also, we advise uploading data regularly if you can't keep an online connection constant. At the top right of the app, you will see two icons, one is a globe with arrows surrounding it and another is an exit icon. The refresh icon (left) will load any new collection orders as well as post any offline data that is saved to the device.
Q: The app has not posted a POD, update or images to the system for an order?
A: If we receive any data from the app it is saved in our app logs, please email us to see if we have received any data or not - there are multiple reasons we wouldn't receive any data and here are the two most common reasons.
- The Data was too large and not enough time was given to upload the data to the system from the handset.
- Network Connectivity issue with the handset
We receive the submitted data for all orders/routes sent from each handset sent to our system (if it is sent) in a log for debugging purposes, if no data is received regarding your orders this relates to external issues over which we have no control as they did not connect to our system and servers. If there was a major issue with the app then nothing would have uploaded for your orders/routes. Within this version of the app that we have been working on we have an offline mode built-in which has a status indicator of the debriefed data, so if it doesn't upload it will show you this and then will allow you to repost the data again - see above FAQ.
If you are reporting any app issues whether it is IOS or Android, please provide a screen recording of the issue (if possible) as well as a detailed step-by-step as to what you're doing when the issue is happening and the handset make and model and operating system to help us investigate further.
Have a question that has not yet been asked here on the SORSS Drivers App? Please contact us below for further help!