User Not Authenticated (When Logging In)

1. Document the exact message that the user is getting when logging in and put that in the subject line of the ticket.

2. What version of KellerMobile are they on? If it is not the most recent version, update them (be mindful of phased releases and companies like XPO).

3.  Confirm that the user is using the correct username and password.

a. Have the driver re-enter the password and try logging in again. Reset the password in Encompass.

b. Verify the username in Encompass via Setup > Mobile User Logins

c. Confirm that is what the driver has entered.

d. Clear out the username field if the username is auto-filled in and manually type it in.

e. ELD - verify the license info is filled in for the mobile login.

4. Is this the first time this user is logging in to this specific phone/tablet or was KellerMobile just re-installed?

a. Verify that they have network access as this is required for the first time logging in.  See No Data on BYOD Mobile Device or No Data on Compliance Tablet.

i. If this is a Compliance Tablet and it was suspended for data use and needed to be resumed, change the grouping category to Compliance Tablet Suspended - Data Usage

b. If they do have network signal, verify that the correct Activation Code was entered. This is what identifies the company in Encompass and if this was entered incorrectly, they will not be able to login.

5. Has the driver ever been able to login on this specific mobile device? If so, when?

6. In Encompass:

a. Check that the mobile user login is marked as active.

i. Setup > Mobile User Logins. Click on Edit and ensure that Is Active box is checked.

b. Check the employee file for the driver (if anything below needs to be changed in Encompass, have the driver reach out to their admin).

i. Make sure the employee does not have an inactive date

ii. Make sure the driver's employment status is not set to terminated.

iii. Make sure the employee code in the Keller Mobile User Login List matches to the active employee file in Encompass.

iv. Try searching by last name and see if there is more than one employee code created for the same driver. It may be that there is a duplicate entry for that driver and that the mobile user login belongs to the terminated driver.

c. If Encompass account is virtual, the KellerMobile activation code for their location determines what users can or cannot log into KellerMobile. Confirm the activation code used is correct and, if so, that their mobile user login exists under that location.

i. Drivers will different activation codes cannot log into the same tablet. Refer them back to their company so that they can login to the same tablet.  If there is any doubt, move to the next step.

7. Is the ruleset either missing or not compatible with KellerMobile?

a. If ruleset is missing, please follow-up with Implementation (if still implementing) or reach out to Encompass support (x8203)

b. If it is filled in, check the list of Rulesets Compatible with KMB (make sure to look under the App area, not Encompass)

8. Check the driver management profile to make sure that it is set to one that allows the use of KellerMobile ((This only applies to 2019 Pricing. If the Encompass account does NOT show the Driver Management Profile field, skip this step)). It is located under the Employee file. This field could have 3 possible entries: Essential Driver Management (manual entry logs only, NO KMB ACCESS), Advanced Driver Management (like we know as the compliance edition today - hours of service, fuel tax, everything except mapping), or Premium Driver Management (the same way we understand premium today with mapping and everything. 

a. If this is set to Essential Driver Management, this driver is on a manual only profile and will not be able to log into KellerMobile. Have the driver speak with their administrator.

9. If the driver is on Driver Management Profile "Platinum Driver Management" the driver must have a minimum KMB version of .210 for Android.

10. If on Android, make sure that their Android OS version is at least version 5.0 or newer.

11. Can no one log into a KMB username for this account or virtual location?

a. If so, are there any special characters in the Encompass shell name or in the name of the virtual location? Characters like an em dash — or an irregular apostrophe, i.e. the difference between ’ (bad) and ' (good), would cause KMB users not to be able to log in. If so, have their admin change the company name to remove those special characters. The admin can do this by following the steps in this link: Company Information

12. Try reactivating KellerMobile. Uninstall and reinstall or clear app data. Remember: Clearing app data might be REQUIRED because uninstalling/reinstalling on certain devices might not actually remove the activation code. Note: This will delete any logs from any driver that has used this mobile device. If those logs already exist in Encompass or no one else has used the device, this is a non issue.

    To clear app data on a BYOD Android:

            1. Go to the Settings app of the Android

            2. Click on Apps

            3. Location KellerMobile in the list

            4. Click on 'Storage' then 'Clear App Data'

13. Assign the ticket to Team 2 - there is no need to contact Team 2 over the phone. Position to the customer that we will contact them once we've reviewed the ticket details.