Lighthouse Web – Frequently Asked Questions

If an employee submits a form on their phone while location tracking is turned off, the GPS result attached to the form displays as Unknown Location. This can easily be resolved by changing the device location settings to Always Allow for iOS or On for Android.

The Unknown indicator helps you manage items (i.e. user profile locations, schedules locations/areas/users/roles, etc.) that have been deleted or you do not have permission to view. Returning this value, helps you understand why specific results are being returned. Examples:

• If you filter a schedule by a location and all the areas have been deleted, the Unknown indicator will display

• If all permissions on a profile have been deleted, the Unknown indicator will display

Excel exports from Lighthouse Web include two time fields, device time and received time.

• Device time – date/time stamp provided on the device
• Received time – date/time the event record was received by Lighthouse

If the received time is later than the device time it could be due to slow or poor data connection. When this happens, events are cached in the app and transmitted to the server when the connection is restored or when the user logs out (which forces cached events to transmit).

Tip:  When caching occurs, a time icon displays next to the event in the web to indicate the event was not received in real time

If the device time is after the received time the device might have the automatic date/time settings on the device turned off. The received time is based on the world clock and is highly accurate.

Tip:  To adjust the device date/time to automatically update, enable the date/time device settings to automatically update.

In mobile, the Work page displays only one outstanding exception per schedule (even if the visit/scan has been missed multiple times in a row). The Due By time represents the time difference between the first missed visit/scan and the current time. When a schedule is resolved it closes out all open exceptions.

The web Exceptions report displays all missed visits/scans separately as exceptions for each time the schedule was missed.

Setting a template form field as a Summary Field allows the field to display in the Activity Summary section at the front of the Daily Location Report. This gives viewers quick access to the most important details. There are a maximum of three summary fields per template. When you use the Summary Field, the recipient of the daily report is able to scan the summary table for all activity completed the day before, with the most important details and photos included in-line. If they need to view the full form, they can click on the link to the complete form with all fields from the Activity Summary Table.

When the repeatable group option is enabled on a form template it allows the employee filling out the form to repeat the form group more than once. At times, an employee might need to enter details more than once, but the number of entries may be not consistent in every situation. The repeatable option allows employees to add fields only as is necessary.

To enable this option choose Unlimited, or numbers 1 - 10 from the Repeatable drop down.

Example:  When filling out a form on an incident that occurred there may be contact details that need to be captured for suspects, victims and witnesses. When you enable the repeatable field on the contact details group, it allows the employee filling out the form to enter information for more than one suspect, victim or witness.

Repeatable option in web

Click the Add Another button to repeat the group fields.

Repeatable option in mobile

Click the Add Another option to repeat the group fields.

When you fill out forms there will be times when a field will not be applicable to the situation. In this case you would want the employee to have the option of selecting N/A as a choice. To set this option in the form template, keep the required check box cleared.

Example:  In the incident report example above, leaving the Required check box cleared allows for the employee filling out the form an option to not fill out a selection. In a case where the officer is reporting graffiti (where no one was present) there would be no person to list in this field.

At times, when a user is filling out a form they might come across fields that are not applicable. When you select the User can skip check box in a form template, it enable a user to bypass a whole group of questions at once.

Example:  An issue form might have a group set up to gather witness contact information, but if there is no witness in this situation, then the user is unable to complete this group of fields. In the form they can select the Skip check box and then that group of questions collapses and it displays the next group of questions.

• In reports, PDFs and exports, a skipped group (and associated fields) display either as N/A, with a dash, or blank (depending on the field type).
• When viewing a historical form, any skipped group is collapsed and displays as Skipped.
• In audits, a skipped group will not impact the overall audit form's score.

The audit score calculation is a sum of the score divided by the sum of weight. The audit score percentage calculation is the sum of score divided by the sum of weight, then multiplied by 100.

There is no limit to the number of photos that can be uploaded and the video default size limit that can be uploaded is 120 MB. To increase the current file size limit for videos,email TEAM Client Services at supportstaff@teamsoftware.com.

Find your location on the map view, click the Options button (bottom left) and select the Devices option. Signals display as a small circle within the location. Also, you can select the Tooltips option to display the names of the signal.

There are a couple of reasons you might not see the user (employee) on the Map view.

• If no users are displaying on the map, then the People option most likely is not selected. To select this option, click the Options button (lower left), and select the People option.



• If there are other users displaying on the map, but not one particular employee, then the user most likely has their location services disabled on their device for the Lighthouse.io app. To turn this setting on, have the user enable the location services for the app on their device.
iOS

Navigate to Settings, find the Lighthouse.io app, and set the Location option to Always.

Android

Navigate to Settings, find the Lighthouse.io app, and set the Location Permissions to On.

Messages are only visible to users included in the message group, regardless of permission level.

Yes, when a new member is added to a group message they see the full history of the message thread.

As with all web sites, occasionally you might have loading or formatting issues with Lighthouse Web. If refreshing your browser does not improve the website performance, your next step is to clear your browser cache and cookies.

To clear this data from your browser, log out of Lighthouse Web and follow the instructions (depending on your browser) provided in the links below.

• Google Chrome

• Firefox

• Safari

Lighthouse encrypts its data using SSL. Our encryption strength is RSA 2048-bit, and we use AWS Certification Manager to document key processes. All keys are stored in 1Password and AWS Certificate Manager to protect access to our databases.

To backup our information, we have automated rolling database backups. These are backed up 7 times daily, 4 times weekly, and 2 times monthly. We leverage leading SaaS infrastructure (AWS, IBM Compose, MongoDB) and a host of monitoring solutions (PagerDuty, Librato, Amazon CloudWatch) to continuously manage security and uptime.

The default language set in Lighthouse Web is English (US). When you sign into the app you can change the language to French (Canadian) or Spanish (Latin American) by taping the English (US) button and selecting the appropriate option. Also, once you are signed in you can change the language by clicking the time zone/language selector drop down.