Problem

Device is not getting On Demand Orders

Solution

First check that X Mobile is not having connectivity issues.

When X Mobile is having issues connecting with your server there are a few things to test.

When in X Mobile on the order manifest screen click "Home"
Then click "Settings"
Then click "Advanced"
Then click "Test Connection"
Once you have clicked test connection X Mobile will test the device's connection to the internet, and your server's X Mobile URL. There will be a "General" and a "Server" test.

Below are the possible result combinations you can see when running the Test Connection in X Mobile.

General: Failed
Server: Failed

This result will indicate an issue with the devices connection to the internet.

If these are the results you see you will need to contact your Service provider/Mobile vendor to trouble shoot this issue.

General: Success
Server: Failed

This result will indicate an issue with the device's ability to connect to your web server's URL. Check items below:

Check that the URL in your device is correct for your X Internet URL. An example would be "http://YOURDOMAIN.com" Or it could be an IP address such as "http://99.99.99.99" You can check this by clicking on Home -> Settings -> Advanced -> edit profile. There will be an option called "Company URL".
Take the X Mobile URL and make sure that the X Mobile portion is working correctly. What you will want to do is add something to the end of the URL in your web browser. You will want to add "/gps.asp?test=1" without the quotes. So an example would be "http://YOURDOMAIN.com/gps.asp?test=1" OR "http://99.99.99.99/gps.asp?test=1". When you load this in to the web browser you should see a page that displays "5252520" or "525252".
If the URL is correct in the device, but X mobile is still not communicating with the server there may be an issue with your web site on your server. Contact CXT software support to trouble shoot further.

General: Success
Server: Success

If your driver is still not able to get orders on the device this will usually indicate a configuration issue with the device, or the driver form in X Dispatch.

Open the drivers form in X Dispatch under Maintenance -> Drivers. Check to make sure that the Number in the drivers form matches what is entered into X mobile. You can view the number that is entered in X Mobile by clicking Home -> Settings -> Advanced -> Edit Profile -> Phone number. The 10 digit number entered in X Mobile must match what is entered on the driver form. The only difference should be that in X Dispatch on the driver form the 10 digit number must be followed with @xmobile
At times there can be two drivers in your system using the same 10 digit number on the driver form. It is important to make sure that only one driver is using a 10 digit number at a time. If this is all correct you will need to check the Actual order form its self.

If that did not solve the problem, check all the X Mobile settings, and Driver form settings.

If the mobile device is still not receiving On Demand orders make sure that the driver is active on the dispatch board, and then you will need to check the Order type form its self.

In X Dispatch go to Maintenance -> Order types.
There are 3 options for sending an order to a driver's device.
- Always: This does what is says, when an order is assigned to a driver it will always be sent to the device.
- Never: This as well does what it says. It will never send an order using this order type to the driver's device.
- Prompt Dispatcher: This will prompt the Dispatcher if the order should be sent to the mobile device or not.

If you are still having issues with a device contact CXT Software technical support, and enter a support ticket.

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