JM Connect Troubleshooting

How do I set up the JM Connect app?

More information on JM Connect

JM Connect Troubleshooting

1. Forgot password: Call supervisor or use the Forgot Password option on JM Connect
2. Error message: Unable to find your location?
   • Please make sure you are inside the location. You are either not in the right spot at the location to clock in, OR your supervisor did not mark you “trained” in the location in the Janitorial Manager system.
   • Check the app in Settings to ensure Location permission is set to "Always".
3. Error message: String was not recognized as a valid DateTime.
   • Please check your connectivity. Do you have a strong internet connection? Is your phone trying to connect to the building wi-fi while you are clocking in? Try both Wi-Fi (if available) and LTE/data.
   • In public facilities, sometimes there is public Wi-Fi you can connect to for better connectivity inside the building. Open the browser on your phone and a website will pop up for you to accept the terms and conditions and sign in as a guest. If a web page does not pop up on its own, navigate to your phone settings, and select Wi-Fi to connect.
4. Do you have the latest version of JM Connect? Uninstall and reinstall the app to be sure.
5. Make sure location permissions are set to “Always” for JM Connect.
6. Make sure your phone’s operating system is updated to the latest version. You can find this information by clicking the icon below:

iPhone    Android

7. If you have an Android device, clear the cache on your device:
   • In Settings, go to Apps/Applications and locate JM Connect.
   • Click Storage
   • Clear Cache
   • Log out and back into JM Connect
8. If you have an Android device, make sure all permissions are enabled:
   • In Settings, go to Apps/Applications and locate JM Connect
   • Select JM Connect
   • Click Permissions
   • Turn on all permissions
   • Log out and back into JM Connect
9. Turn the phone off and back on
10. If using data, check with your phone provider to make sure you have data available.
11. Make sure your device has cellular data enabled.
    • iPhone:
      1. In Settings, go to Cellular
      2. Turn on Cellular Data
    • Android:
      1. In Settings, go to Network & Internet
      2. Click Mobile Network
      3. Turn on Mobile Data
12.  Make sure JM Connect has cellular data enabled.
    • iPhone:
      1. In Settings, locate JM Connect.
      2. In JM Connect settings, make sure Cellular Data is turned on.
    • Android:
      1. In Settings, go to Apps/Applications and locate JM Connect.
      2. Click Data Usage
      3. Turn on Background Data and Unrestricted Data Usage
13.  Close other running apps. It could be a memory issue on the device.
14.  Make sure battery saver or low power mode is not turned on. This could restrict app functions.

If you have tried all of these steps, please call [phone] x 1 or email [e-mail].

Support will need the following information:

• Type of phone (iPhone 8, Samsung Galaxy s10, etc.)
• Current software version/operating system on device (iOS 14.2, Android 10)
• Service you use (AT&T, Verizon, etc.)
• Troubleshooting steps completed (listed above)
• What is the specific issue? (What screen are you on, what buttons are you clicking, what is the issue that is occurring, any error message that is listed, etc.)
• How long has the issue been occurring? Has it worked previously and stopped?

For more information, or to send in a request to the Janitorial Manager support department, use the red 'Help' button in the bottom right corner of any Help Desk article.