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Troubleshooting

Contact JobNimbus Support

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(855) 964-6287 support@jobnimbus.com Chat Button in Web App


If you have any questions about your JobNimbus account feel free to contact JobNimbus Support at (855) 964-6287 or via email at support@jobnimbus.com. If you are in your JobNimbus account online, you can also chat with us by clicking on the chat button in the bottom left corner of your screen.

If you could also provide an example of the issue and steps to replicate which include screenshots, that will help us expedite your request.

If you are experiencing technical issues, please try the troubleshooting steps below. If the steps below don't work, call JobNimbus Support to further assist you.

If you are wanting to learn how to use a specific aspect of JobNimbus, please visit our Knowledge Base.

When contacting JobNimbus, please provide your name, JobNimbus login, and phone number.

Sending an Applog

Sometimes, JobNimbus Support will ask you to send an applog from your mobile device. This helps us better determine what the model and make of your phone are and the version of JobNimbus you are using. It also gives us a detailed log of your phone. This can help us figure out a solution faster.

You can send the app log from either the login screen or from within the mobile app itself. To send from the login screen, click on the circle with the "i". This will take you to the help screen where you can send an email or call in.

Mobile App Help from Login     Mobile App Help Screen

Click on the email icon, type out a subject line that describes your issue and put more information about the issue in the body of the email. Make sure you do not delete any of the information that is already there as that is information the Support team will need to assist you.

To send the applog from with the Mobile App, click on the 3 lines in the upper left corner of your screen and select "Get Help" from the drop-down menu. This will open an email for you to send to JobNimbus Support.

     

Try this before contacting JobNimbus

Web App Troubleshooting

If you are experiencing issues with JobNimbus's website, please try using JobNimbus in an incognito mode. If JobNimbus works in incognito, the problem is device related and can be fixed with the following troubleshooting steps:

  1. Refresh the browser.
  2. Close and reopen the browser.
  3. Check for browser updates.
  4. Log out of and into JobNimbus.
  5. Clear cache (site cookies and hosted app data). You can do this by opening your history and clicking on "Clearing Browser History".
  6. Test in a different browser. (If you are not already using Chrome, we recommend using that browser. You can also use Firefox if Chrome isn't working.)
  7. Restart your computer.

Mobile App Troubleshooting

If you are experiencing issues with JobNimbus's Mobile App, please try the following troubleshooting steps:

  1. First, check for updates.
    1. Check for JobNimbus Mobile App updates in either your Google Play Store or iOS App Store.
    2. Check for iOS/Android updates for the mobile device.
  2. Second, check your Mobile App.
    1. Log out/log in.
    2. Manually close and reopen the app (iOS double click home, swipe up. Android steps vary).
    3. Restart the device.
    4. Uninstall and reinstall the app.

Caching Issues

What is caching? 

Caching, which is pronounced "cashing," is a process of storing website information temporarily in the background. There are different kinds of caching like disk or memory cache or advanced server caching. However, for this article, we will focus on browser caching. Most browsers will cache web pages automatically as a default setting. If you visit a website often on the same browser, there is caching in the background. This helps with the website loading faster. It improves the overall experience and performance of the website. 

Why should I clear my cache?

Over time, If your cache may become full of data and cause your web browser to run slowly. It also can create a variety of other issues. Some of these issues include a login loop where you are unable to log into a website or issues such as data appearing incorrectly on a webpage. For example, a full cache may cause problems on financials section of a JobNimbus such as totals appearing incorrectly or duplicate line items.

Note: Third party extensions on your browser may lead to the inability to save data in JobNimbus. Try turning off all extensions or use Chrome Incognito without extensions. 

What browsers work best with JobNimbus?

Google Chrome and Mozilla Firefox are the preferred web browsers for the JobNimbus Web App. 

*Internet Explorer is incompatible with JobNimbus. We advise to instead use one of the above mentioned browsers for your best experience.*

How do I clear my cache? 

References:

Cache. (2018) In Techterms. Retrieved April 17 from https://techterms.com/definition/cache

Logging in

Password reset:
There are three ways you can reset your JobNimbus password. You can reset it on the website, the mobile app or have an admin in your account reset it. If you are unable to login, your account could also be inactive if an admin marked you as inactive.

To reset your password at app.jobnimbus.com 

If you are logging into the website application, and you are unable to login, this can most likely be due to an incorrect or forgotten password. To reset your password, click on the "Forgot Your Password?" link to the right of the "Log In" button.

This will bring up an option for you to enter your email address to send a password reset. If by chance, you are using an incorrect email address to login to JobNimbus, you will receive a warning that the email address cannot be found when you click the "Reset" button.

Clicking the green "Reset" button will send an email to the email address you provided, allowing you to choose a new password to log in to JobNimbus.

To reset your password on the mobile app

If you are logging into the mobile application, and you are unable to login, this can most likely be due to an incorrect or forgotten password. To reset your password, click on the "forgot your password?" link just below the "Sign In" button. This will pull up a window to enter an email address to send an email to reset your password.


Clicking the green "Reset" button will send an email to the email address you provided, allowing you to choose a new password to log in to JobNimbus.

As an admin, you can also update the password of any team member by clicking on the 3 dots to the right of the team member and selecting "Change Password". This will pull up a window for you to change the password.

Useful tips:
Make sure you are typing in your password correctly. Remember it is case sensitive, so an uppercase or lowercase letter will have to be exact. Never share your password. At JobNimbus Support we never ask for your password or credit card information. Never offer this information as it jeopardizes your security. All we need is your email login if you need help.

Subscriptions

  • When I click on my name in the top right corner, why can't I see Subscription in the menu?

In order to view Subscriptions, you will need to have Subscription Access in the Access Profiles settings. To learn more about Access Profiles and how to change them, visit our article on Settings.

  • Some of my Team Members are receiving the emailed billing receipt from JobNimbus and I don't want them to.

All Team Members with Subscription Access in the Access Profile settings will receive the emailed billing receipt. If you don't want your Team Members to receive the email, make sure that they do not have Subscription Access. To learn more about Access Profiles and how to change them, visit our article on Settings.


To learn more about your Subscription, click here.

Settings

  • My Company logo is fuzzy. Why does it look so bad on JobNimbus Estimates and Invoices?

In order for your logo to look its best, we recommend you use a higher resolution and size. As long as your logo is a rectangle and matches the 150 x 40 pixel ratio, your logo will fit nicely in the Estimate and Invoice Templates.

  • I sent the invite, but my Team Member didn't receive it.

When you hire a new Team Member, first make sure their email is set up and ready to receive emails. Otherwise, their email address will bounce and they will not receive it. Also, make sure you enter their email address correctly.

  • I used to be able to add Team Members, but I can no longer add them. Why can I not add more team members?

Check your Access Profile Settings. If you have reached your maximum number of available Team Members, or your maximum number of available seats, you will no longer be able to add Team Members unless you have Account Subscription Access.

  • I am a full access user, but I am not seeing some contacts/jobs on the mobile app.

Check your workflows to see when you start archiving your jobs and contacts. Archived jobs and contacts will not be visible on the mobile app, even to full access users.

  • I am a limited access user, but I can see work orders/jobs/contacts that I’m not assigned to.

Have your admin check your workflows. If any of them are set to “Everyone,” you will be able to see the contacts/jobs/work orders in that workflow regardless of other settings.


To learn more about your Settings, click here.

Workflows

  • I am trying to move a contact from one status to another, but I can't.

Check to make sure the status you are trying to change the contact to is not in another Workflow type. You are unable to move contacts from one Workflow to another. If you find you are having trouble moving statuses through a Board, make sure the statuses in the Board are all in the same Workflow type.

  • I made sure the Workflow types are the same, but I still can't move a contact to another status.

Check your workflow. If you have Advanced Workflows enabled, make sure that you have access to update the status. When in the Edit Workflow window, check the "Access Profiles" column next to the Status to make sure you have the permissions to update the contact to the specific status.

Edit Workflow Status Access Profile


To learn more about your Workflows, click here.

 

Boards

  • I used to have a specific Board, but it is no longer available. Where did it go?

Check to see if someone on your Team has access to the Board. More often than not, the Board's "Available to" settings have accidentally been changed to "Just Me" making it only available to that specific Team Member.

  • I cannot move a contact or job from one list in my board to the next. Why?

Check your Board's settings to make sure that the status of the workflow for your record is available where you're trying to move it. Also know that you are unable to move a record from one workflow type to another.


To learn more about your Boards, click here.

Contacts

  • I imported my contacts, but it created a lot of duplicates. How do I get rid of the duplicates?

If you have accidentally created duplicates. Follow our article on Merging Contacts.

  • I went through the process of importing contacts, but nothing happened.

Make sure to click on the button labeled "Import Contacts Now" to start the upload.

  • Why can I not add a related contact by typing the email address in the related contacts field?
Odds are, the contact you are trying to relate the Contact to doesn't have the email address in their information. Update the contact's information and try again.

To learn more about your Contacts, click here, or click here to learn more about Importing Contacts.
 

Financials

  • I have created a Budget, but the gross margin is showing 0. Why am I not seeing any gross margin?

When creating your Budget, make sure you add a Price, whether by using an existing estimate or entering the price in manually. Also, be sure to add your line items with the appropriate percentage or mark up amount.

  • Why can't I delete an estimate or invoice?

Verify your access profile has the correct permissions to allow you to delete financial documents. If the financial document has been signed, it cannot be deleted as it is considered legally binding.

  • Why do I see another contact’s records in the financial section?

Check to see if you have the "Related" box checked in the appropriate financial document panel. The "Related" checkbox can be found to the right of the Search feature.


To learn more about your Financial Documents, click here.

 

Contact Us

Still have a few questions about JobNimbus? Contact Support at (855) 964-6287 or via email at support@jobnimbus.com.

Have a great idea to help us improve JobNimbus? Recommend features and vote for requests at JobNimbus Feedback!