ArcGIS Tracker app issues

[scuadrado]

Hello,

The ArcGIS Tracker application has been causing problems for several weeks.
Suddenly it stops working for no apparent reason, the app crashes, does not respond and does not register positions.
The tracks are not even uploaded manually.

 

The version of ArcGIS Tracker that we use is 20.2.0.
The type of device they have is a Galaxy S20+, Android V11.
The type of user and role that the members have is "Viewer".
All users have tracking successfully enabled on the device.
We have cleared the cache and data of the application from the Android settings, but the problem persists.

Do you have evidence of any error of this type in the app?
If so, how did they solve it?

Thank you!

[Anonymous User]

I was able to find what I believe are the Application Not Responding (ANR) logs in the Google Developer Console for that device and operating system. Unfortunately the problem is not clear and I don't have much to offer at this time. It does not seem to be a prevalent issue outside of your organization; there's only 75 reports over the last 30 days across all installs.

If you tap 9 times on the build number inside the app, it will enable developer options and there are some logs that can be viewed. Maybe that will help narrow down the problem to see if it's an issue with uploading, receiving locations from the device or something else.

Could you try to use ArcGIS Field Maps? The tracking capabilities are essentially the same but perhaps the issue is not present there.

[PabloRamírezRodríguez]

Hi Aaron,

We don't have ArcGIS Field Maps licensed.

In terms of products/licenses for our field network, we have the Viewer user type plus the Tracker add-on.

Appart from taking a look on the developer options' log, is there any other check that we could look at?

Regarding these 75 issues reported the last month, am wondering whether there may be (or not) any common pattern that help us getting some insights about our issues when using Tracker?

Thanks, regards.

Pablo

[Anonymous User]

There's no additional license required for Field Maps. You should be able to sign in using your existing accounts that have an ArcGIS Tracker License and start tracking just like you would in Tracker.

Are you using ArcGIS Enterprise or Online?

[PabloRamírezRodríguez]

Hi Aaron,

Yep! I've got confused with the Field Worker user type instead of Field Maps.

We use ArcGIS Online (90 Viewer licenses with Tracker) and 2 licenses for ArcGIS Pro (desktop).

Our field network devices are managed by a 3rd party MDM, we will ask them to install Field Maps to carry out the test.

In the meantime could you please let us know whether these logs below tell you something?

Is it what you've asked for earlier?

To me, looks like they're very high level descriptions.

26 may. 2021 18:22:49: Purged 3303 tracks

26 may. 2021 18:21:56: Stopping sensor monitor
26 may. 2021 18:21:56: Stopped tracking
26 may. 2021 18:21:37: Upload succeeded for 1 tracks
26 may. 2021 18:21:36: Uploading 1 tracks
26 may. 2021 18:21:36: Started monitoring sensors
26 may. 2021 18:21:35: Updated last known location
26 may. 2021 18:21:35: Started tracking
26 may. 2021 18:21:03: Stopping sensor monitor
26 may. 2021 18:19:12: Stopping sensor monitor
26 may. 2021 18:02:52: Stopping sensor monitor
26 may. 2021 7:08:34: Stopping sensor monitor
24 may. 2021 17:14:40: Stopping sensor monitor
24 may. 2021 9:07:00: Stopping sensor monitor
24 may. 2021 9:07:00: Stopped tracking
24 may. 2021 9:07:00: Upload succeeded for 1 tracks
24 may. 2021 9:06:59: Uploading 1 tracks
24 may. 2021 9:06:58: Started monitoring sensors
24 may. 2021 9:06:58: Updated last known location
24 may. 2021 9:06:57: Started tracking
24 may. 2021 3:27:09: Stopping sensor monitor

[Anonymous User]

I don't see anything useful in those logs, I was hoping there would be some errors around locations be captured or uploaded that might help us figure out what's going on. Let me know how it goes with Field Maps.

[PabloRamírezRodríguez]

Hi Aaron!

Please find attached the log field generated with Field Maps and let me know whether you find something relevant.

The user reported that his device was overheating when using such an app.

Cheers,

Pablo

[Anonymous User]

I don't see anything strange in those logs. It looks like tracking was working as expected and points were uploaded. Do you know if the app crashed or didn't respond at any point?

[PabloRamírezRodríguez]

Actually, the app stopped working randomly/suddenly, thus looks like logs messages are not very accurate.

[PabloRamírezRodríguez]

Also, due to the overheating the device restarted.