Table of Contents
Overview
Encountering issues with Jobber? No worries—we’ve got your back. Before reaching out to our Success Team, there are a few quick things you can try that might solve the issue right away.
This article walks you through some easy troubleshooting steps and shows you what info to gather if you do need to contact us. That way, we can jump in and help you out even faster!
First steps
Is everything up to date?
A lot of the time, a good first step is to make sure that you are using the most recent version of your software. This can include the Jobber app, but also non-Jobber softwares like your mobile device's operating system or computer's browser. When new updates are released, they typically include bug fixes that will keep your experience smooth. If you are experiencing a performance issue, check and see if there is an update available because that update might just do the trick. A sign that your browser is out of date might include not being able to see or download attachments.
How to clear your cache
Clearing your cache can be another good first step that helps with a variety of performance issues. How to do this varies a bit on different devices:
Google Chrome:
- On your computer, open Chrome.
- At the top right, click the three vertical dots.
- Click More tools and then Clear browsing data.
- At the top, choose a time range. To delete everything, select All time.
- Next to "Cookies and other site data" and "Cached images and files," check the boxes.
- Click Clear data.
Microsoft Edge:
- Select Settings and more > Settings > Privacy, search, and services.
- Under Clear browsing data > Clear browsing data now, select Choose what to clear.
- Under Time range, choose a time range from the drop-down menu.
- Choose the types of browsing data you want to clear (see this table for descriptions).
- Select Clear now.
Safari:
- Go to the Safari app on your device.
- From the top menu bar, select Safari then select Privacy.
- Click Manage Website Data.
- Select one or more websites, then click Remove or Remove All.
Note: You may want to also clear your browser history.
Connectivity issues
Jobber’s mobile app is designed to keep you working—even without an internet connection.
When you’re offline, you can still complete key tasks like starting and stopping timers, filling out job forms, and adding notes or attachments. Any information you enter will be saved on your device and automatically synced to your account once you’re back online.
While offline, some features may be limited. For example, you might not see up-to-date information from your team, and certain tools (like location-based timers or reports) require an internet connection to work.
In the app when you are not connected to the internet, you will see a message letting you know that you are currently offline.
As soon as your device reconnects, Jobber will sync your updates so everything stays accurate and up to date.
If you are having trouble accessing the Jobber website and suspect that you are not connected to the internet, a way to check this is to see if you are able to access Google.com. If you are unable to access Google, you are almost certainly not connected to the internet.
Sending our Success Team information
Sometimes in order to troubleshoot issues, we'll ask for information from you. It's helpful for our team to be able to see what you are seeing and screenshots and screen shares are a good way of letting us see that
How to take a screenshot
Most devices are able to take screenshots but how you take one varies between devices.
Take-a-screenshot.org shows how to take screenshots on a variety of device including Android, iOS, Windows, Mac, and Chrome OS.
In the Jobber office, we like using a program called Skitch! Skitch allows you to take a screenshot by clicking Shift + Command + 5 (crosshair screenshot) or Shift + Command + 6 (fullscreen screenshot). It also allows you to markup your screenshot so if you've ever received an image with an arrow on it from us, it was likely created in Skitch. It can be a good tool for when you need to draw attention to a certain area or point.
How to do a screen share
Need a hand? Our Support Team can securely share your screen using a tool called Cobrowse, whether you're using Jobber.com on a computer or the Jobber mobile app. This makes it easier for us to guide you step-by-step and resolve your issue faster—by seeing exactly what you're seeing.
Note: Your Jobber screen will be recorded during the session, but we can’t view anything outside of the app.
When you connect with a Support Specialist, they’ll send you a request to start the session and walk you through the setup.
To join a screenshare on the Jobber App, follow these steps:
- Start the screenshare from the Jobber App:
- Sign into the Jobber app.
- Tap More.
- Tap Support.
- Tap Share Screen.
- Wait for the Support Request: Your Support Specialist will begin the session from their side. A pop-up will appear in the app asking if you’d like to join the screen share.
- Tap Accept: Accepting the screenshare will give the Support Specialist access to view your screen. You’ll stay in full control—they can only see your Jobber app screen, nothing else on your phone.
- End the session when you're done:
- From the Support section of the app, select Stop Screen Share.
- Alternatively, you can close the Jobber App.
The Support Specialist can also end the session on their side once the issue is resolved.
To join a screenshare on Jobber.com, follow these steps:
- Wait for the Support Request Pop-up: Once the Support Specialist starts the session, a pop-up will appear on your screen asking you to join the Cobrowse session.
- Click Accept: This gives the Support Specialist temporary, view-only access to your screen within Jobber.
- Get support in real time: Once you’ve joined, your Support Specialist will guide you through the issue by seeing your screen in real time. You can follow along together and ask questions as you go.
-
End the session when you're done:
Click the End Cobrowse Session button at the bottom of your screen.
Close your browser tab or window.
The Support Specialist may also end the session when the issue is resolved
How to send your device diagnostics
To troubleshoot issues with the Jobber App, the Support Team might ask for details about your device. The best way to share your device details is to follow these steps:
- Sign into the Jobber App.
- From the bottom menu, select More, then from the More page select Support.
- Select Share device diagnostics to copy your device details to your devices clipboard.
- Paste the device details into a chat or email with the support team. Make sure to include the whole thing from your clipboard.
Your copied device details will look like the example below.
App version: v5.93.0 (2000006173)
Device: Apple iPhone (iOS 17.5.1)
Network: {
"type": "wifi",
"isConnected": true,
"details": {
"ipAddress": "10.0.0.XXX",
"subnet": "255.255.255.0",
"isConnectionExpensive": false
},
"isInternetReachable": true
}Troubleshooting the Jobber App
Check out our article on Jobber App Troubleshooting. This covers:
- Uninstalling the app to resolve general performance issues
- How to do a screen recording of your device
- How to find out your app version and device
Is Jobber down?
If you suspect Jobber is down, Jobber's status page is where you can find real-time information on system performance and outages. This is where you'll find live and historical data on systems status. If there are any interruptions in service a note will be posted on our status page.
You can also subscribe to receive status updates by text message so that you'll know right away if there are any service disruptions or when outages are resolved.