Troubleshooting the Maven driver app when it is slow, frozen, or not responding

Before you walk the user through any steps, collect:

A. Customer & Environment

1. Customer / Fleet name

2. Device & OS (if known)

   • Example: “Samsung Tab A, Android 13”

3. App version

   • Ask the user to read it from:

     • Maven app → Menu → About, or

     • Device app info (Settings → Apps → Maven Machines)

B. Precise Description of the Problem

Ask the user to describe:

1. Where they are in the app

   • Examples:

     • “On the login screen after entering my PIN.”

     • “On the Next Stop tab of my active route.”

     • “On the stop complete modal after tapping Complete.”

2. Exactly what they see on the screen

   • Good examples:

     • “I launch the app and see the Maven ‘M’ icon growing and shrinking. I’ve been in this state for 2 minutes and nothing changes.”

     • “I hit the ‘Complete stop’ button in the Next Stop tab, the button changes color to show it was tapped, but nothing else in the app changes. I’ve waited up to 10 seconds.”

   • Ask follow‑ups:

     • Do you see any error messages or pop‑ups?

     • Does the screen ever change, even briefly?

     • Are other apps on the device behaving normally?

3. When it started & how often it occurs

   • “First time today / every day / after every route / only on this stop.”

4. Route / stop details (for P&D issues)

   • Route ID, stop ID, or any reference they can see in the app.

   • This is especially useful when correlating with:

     • P&D Configurable Delivery Forms

     • stopComplete v2

     • Auto Arrive/Depart configs

2. Core Troubleshooting Steps (In Order)

These steps must be followed in order.

For each step, you should record:

• Is this step available on the user’s device?
  (MDM may block some or all of these.)

• After performing the step and re‑opening the app, was the user able to progress?

Note: Some enterprise fleets use MDM solutions that restrict what drivers can do in device settings. If a step is not available, mark it clearly in the ticket (e.g., “Step 3 – Clear cache – not available due to MDM”).

Step 1 – Swipe Kill the App

Ask the user to close the app from the device’s app switcher:

• On most Android devices:

  1. Tap the Recent Apps button (square or three-line icon), or swipe up and hold if using gesture navigation.

  2. Find the Maven app.

  3. Swipe it away to fully close it.

Then have them:

• Reopen the Maven app.

• Try the same action again (e.g., logging in, tapping Complete Stop, loading route, etc.).

Record:

• Was the app able to open normally?

• Could the user now proceed past the point where they were stuck?

Step 2 – Force Stop the App (System Settings)

If swipe kill did not resolve the issue:

1. Guide the user to device settings:

   • Settings → Apps → Maven Machines (or Maven)

2. Tap Force Stop (if available).

3. Confirm Force Stop.

Then:

• Reopen the Maven app.

• Have the user repeat the action that previously failed.

Record:

• Is Force Stop visible/allowed on this device, or blocked by MDM?

• After re‑opening, can the user proceed?

Step 3 – Clear Cache (System Settings)

If the problem persists after Force Stop:

1. In the same app info screen:

   • Settings → Apps → Maven Machines → Storage

2. Tap Clear cache (not Clear data).

Then:

• Reopen the Maven app.

• Have the user perform the same action again.

Record:

• Is Clear cache available, or disabled by MDM?

• Did clearing cache resolve the problem / allow the user to proceed?

Note: Clearing cache should not log the driver out or reset their configuration. It only clears temporary app data.

Step 4 – Clear Data (System Settings)

This is the most disruptive step and should be done only if Steps 1–3 did not work.

Clearing data will:

• Log the driver out of Maven.

• Reset local app preferences and any locally cached data.

1. From Settings → Apps → Maven Machines → Storage:

   • Tap Clear data (or Clear storage, depending on the device).

2. Confirm clearing data.

Then:

1. Have the user:

   • Reopen Maven.

   • Log back in.

2. If applicable, have them:

   • Re‑associate to their vehicle / VDA (if required by workflow).

   • Re‑open their route or stop.

Record:

• Is Clear data available, or blocked by MDM?

• After logging back in and reconnecting:

  • Can the user now get past the problematic screen / action?

3. What to Capture in the Ticket

For any app troubleshooting ticket, your notes should include:

1. Customer & App Context

   • Customer name

   • Device (if known)

   • OS version (if known)

   • App version

2. Detailed Symptom Description

   • Where in the app the issue occurs (login, route list, Next Stop tab, stop complete modal, etc.).

   • Exact on‑screen behavior (animations, buttons changing color, no response, error messages, etc.).

   • How long the user waited before deciding it was “frozen.”

   • Any patterns (time of day, specific stops, specific routes).

3. Troubleshooting Steps & Outcomes

For each step, clearly log:

• Step 1 – Swipe kill

  • Available? (Yes/No)

  • Result after re‑opening app: (Resolved / Still broken – describe)

• Step 2 – Force stop via system settings

  • Available? (Yes/No – if blocked by MDM, note it)

  • Result after re‑opening app

• Step 3 – Clear cache

  • Available? (Yes/No – if blocked by MDM, note it)

  • Result after re‑opening app

• Step 4 – Clear data

  • Available? (Yes/No – if blocked by MDM, note it)

  • Was the user able to:

    • Log back into the app? (Yes/No)

    • Reconnect to vehicle / VDA, if applicable? (Yes/No)

  • Did this resolve the original issue? (Yes/No – describe)

1. Additional Notes

   • Any screenshots provided by the user.

   • Whether other drivers at the same customer are affected

4. When & How to Escalate

Escalate to engineering / mobile specialists when:

• The issue persists after all 4 steps, OR

• Multiple drivers at the same customer report the same symptom, OR

• The problem appears tied to a specific feature/config (e.g., stop complete flow after enabling stopComplete v2 or P&D Configurable Delivery Forms).

When escalating, include:

• All information from Sections 1–3.