ShadowVisit Trouble Shooting Guide

Things to Check

1. Make sure the enrollee has the Enrollee App installed on their mobile phone. We suggest making them show you the app's home screen to confirm they have installed it and logged in correctly. 
   
2. Make sure the enrollee has the latest version of the app installed.
   
3. Ensure the enrollee is logged into the Enrollee App.

Things to be Aware of

1. Enrollees who are already enrolled in Shadowtrack and are being taken to the intake form have deleted the app from their mobile devices. Please ask them to re-download the app and log in.
2. The new enrollees' intake forms will appear on the intake form tab. These enrollees will not show up on any of the other lobby status tabs.
   
3. Selecting the "Self Report" button on the app's home screen does not allow the enrollee to check-in for an office visit. The only way the enrollee can check-in is to select the "Office Visit" button in the app.

What To Do If the Enrollee Experiences the Following Issue

We recommend always having the enrollee show you what they refer to on their phone.

1. Enrollee says, “It’s not working."
   
1. Ask the enrollee to show you what they are seeing on their phone. If they show you the login screen, ask them to request their credentials via the “Need Credentials?” button.
2. Enrollee says they took their picture, then were directed to see the front desk
   
1. Ask the enrollee to show you what they see on the phone. If they show you the login screen, ask them to enter their credentials and log in. If they do not have their credentials, they can request them by selecting the “Need Credentials” feature on the login screen.
   
2. Ask the enrollee if they are under supervision by another district office in Virginia.
   
3. Enrollee says they have done nothing, but they are showing up on the lobby status tab, though not ready or pending
   
1. Ask the enrollee to show you what they see on the phone. The enrollee is very likely not logged into the EnrolleeApp. Please direct the enrollee to the login screen and have them log into the app. 
   
4. Enrollee says they see an error message, "Test failed, please try again later".
   
1. This error occurs when there is something wrong with the enrollee's camera and their photo cannot be captured. This can rarely occur with certain Android models specifically the Samsung SM-G950U 9. The enrollee will be unable to complete the check-in process.
   
5. Why is the enrollees' check-in status not marked after they leave the building, and how can I manually complete it?
   
1. On rare occasions, often with some phones, the check-out process must be manually completed. There are several ways to accomplish this. 
   
1. The probationer can select the office visit button in the app to check out.
   
1. Note - Probationers can check out even if they have left the zone in cases where their mobile device was off when they exited the zone.
2. District staff members can manually check out the probationer.
   
3. Shadowtrack automatically checks out anyone who appears in the district as checked in (this occurs after midnight).
   

What To Do If The Issue Persists:

1. If you have checked the above-noted items, please request the enrollee's mobile app logs so the Shadowtrack team can investigate further. The logs can be emailed to support@shadowtrack.com. 
   
1. Please refer to the following article here for details on how the enrollee sends their logs from the EnrolleeApp.