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FAQs
Frequently asked questions submitted by our users and answers prepared by The ComplianceMate Team.
Help and Support
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Are QR codes available for accessing the help system?
( Updated )If you are looking for instructions on how to generate a QR code so you can register a tablet to run the Mob...
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Can I be notified when there are changes to the help system?
( Updated )Answer Yes. If you sign into the help system, you can follow sections of interest to be notified when an art...
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How do I change my email address in my help system account?
( Updated )Answer To change the email address in your help system account, you will need to edit your help system profi...
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How do I change my help system password?
( )Answer For information on changing your help system password, see Managing Your Help System User Account.
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How do I contact ComplianceMate support?
( )Answer Information on contacting ComplianceMate support can be found in Contacting the Support Team...
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How do I find support tickets?
( Updated )Answer Information on accessing support tickets in the Mobile App can be found in Mobile App: Working with S...
Mobile App Setup and Access
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Do I need a login to use the Mobile App?
( )Answer You do not need a user-specific login to use the Mobile App. The tablet that the Mobile App is instal...
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How can I improve performance when completing checklists where there is a weak Wi-Fi signal?
( Updated )Answer If you are experiencing a weak Wi-Fi signal at your location and you are having problems completing c...
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How do I access the Mobile App?
( Updated )Answer Everything you need to know about accessing the Mobile App can be found in the article Accessing the ...
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How do I install the Mobile App on a tablet?
( Updated )Answer There are complete installation instructions available in the Mobile App Setup, Access and Tools sect...
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I can't register the tablet with the Mobile App. What do I do?
( Updated )Answer If you are trying to register the tablet using the instructions found in How do I register a tablet w...
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I received a "Your device isn't compatible with this version" while install the Mobile App. What does it mean?
( Updated )Answer This is typically means the operating system is either too old or it is a "light/non-supported versio...
Server App Access
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How do I access the Server App?
( Updated )Answer For information on accessing the Server App, see Accessing the Server App in the Server App Access an...
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How do I get a user account for the Server App?
( Updated )Answer You will need to ask your system administrator to send an invitation to your email address inviting y...
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Where can I find Release Notes for the Server App?
( Updated )Answer Release notes for the Mobile App can be found in What's new in Mobile App v5.3? Release notes for the...
Dashboard
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Why is standard checklist completion on a tablet not updating the Dashboard?
( Updated )Answer By default, Auto Sync is enabled when you install the Mobile App on a tablet so that data is synced b...
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Why is the battery icon on the Dashboard sensor card not green?
( Updated )Answer The battery icon on the sensor card is an indicator of the charge available for the battery an...
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Why is the signal bar icon on the Dashboard sensor card not green?
( Updated )Answer The signal icon on the sensor card is an indicator of the sensor's performance, which is ident...
Notifications: Alerts and Reminders
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Can I stop receiving emails and text messages for sensor alerts, list reminders and notifications, and/or reports?
( Updated )Answer Yes, you can stop receiving emails and text messages for sensor alerts, list reminders and notificati...
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Can I stop receiving phone calls for sensor alerts?
( Updated )Answer Yes, you can stop receiving phone calls for sensor alerts by editing your user profile in the Server ...
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Does "Do not disturb" mode prevent checklist alarms from sounding?
( Updated )Yes. If your tablet has Do not disturb mode enabled, checklist alarms will not be sounded. Check the Setting...
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From what phone number are text alerts sent?
( Updated )Answ\er Text alerts are sent from (844) 302-1303. Do not block this number. If you want to stop receiving te...
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How can I make sure the store is the first phone call for sensor alert notifications?
( Updated )Answer There are two steps to making sure that the store is the first phone call when a sensor triggers an a...
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How do I add a user to a call tree or notification list?
( Updated )Answer Who receives notifications (e.g., sensor alert notifications, checklist reminders, checklist notifica...
Checklists, Web Lists, and Timed Logs
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How do I know when it is time to start a checklist?
( Updated )Answer Everything you need to know about working with checklists, including availability, progress, and stat...
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How do I start and complete a checklist in the Mobile App?
( Updated )Answer Everything you need to know about working with checklists, including starting, completing, and editin...
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How do I start and complete a Timed Log in the Mobile App?
( Updated )Answer Everything you need to know about working with timed logs, including starting and completing timed lo...
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How do I start and complete a Timed Log in the Server App?
( Updated )Answer You cannot start and complete a timed log in the Server App. You can only start and complete a timed ...
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How do I start and complete a Web List in the Server App?
( Updated )Answer Everything you need to know about working with Web Lists, including starting, completing, and editing...
Statistics and Reports
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Can I stop receiving notifications and reports?
( )Answer Yes, you can opt out of receiving notifications and reports. To do so, you will need to edit your use...
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I cannot open generated reports or downloaded statistics that were saved in PDF. What do I do?
( Updated )Answer I order to view generated reports, as well as statistics reports that were downloaded in PDF format, ...
People (Users), Job Roles, and Access Roles
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Can I stop receiving notifications and reports?
( Updated )Answer Yes, you can opt out of receiving notifications and reports. To do so, you will need to edit your use...
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How do I add a new user for the Server App?
( Updated )Answer Information about adding a user for the Server App can be found in Inviting a Person to Use the Serve...
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How do I change my phone number?
( Updated )Answer You can change your phone number by updating your profile in the Server App. For more information, se...
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How do I change my Server App user password?
( )Answer Instructions on changing your Server App password can be found in Changing Your Password.
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How do I change the time and temperature units I see when working with the Server App?
( Updated )Answer You can change the units that are used for displaying time and temperatures when you access the Serve...
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How do I change to a different location in the Server App?
( )Answer When you log into the Server App, you will initially be accessed to the group or location where your ...
Groups and Locations
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Can I move a group from one parent group to another?
( )Answer Yes. For more information, see Moving a Group.
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Can I move a location from one group to another?
( )Answer Yes. For more information, see Moving a Location.
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We have locations closed on different holidays. Where do I set up holidays for a location?
( )Answer Information on setting up holidays for a location can be found in Managing Holidays for a Location. I...
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What settings and options are available for our organization and where can I set them?
( )Answer Information about the settings and options that are available for your organization are described in ...
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Where do we set store (alerting) hours?
( )Answer In the ComplianceMate solution, store hours are the hours when alert notifications are sent out when ...
Gateways and Routers
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How does a gateway swap work at the time of a sensor warranty swap/purchase?
( Updated )Answer Along with your new/replacement sensor(s), we will send you a replacement gateway. You will then carr...
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How does a gateway warranty swap work?
( Updated )Answer For a gateway warranty swap, we will send you a replacement gateway and a UPS return shipping label. ...
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Where can I find installation instructions for gateways and routers?
( Updated )Answer Information about installing gateways and routers can be found in the following: Equipment Installa...
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Where do I find the gateway identification?
( Updated )Answer A label on the back of the gateway provides identifying information for the device, including the Et...
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Which port should I connect to on a NuArx Firewall?
( Updated )Answer If your organization is using a firewall from NurArx (now Viking Cloud), Port 4 is the best place to ...
Sensors: Temperature Monitoring
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Are non-LoRa WAN sensors still supported?
( Updated )Answer After August 31, 2020, ComplianceMate will longer support the non-LoRa WAN sensors (the devices with ...
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Can I change the name of a sensor?
( Updated )Answer Yes. For more information, see Managing Sensors: Editing Sensor Details.
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Can we have a backup sensor to use if a sensor fails?
( Updated )Answer Yes, you can purchase one or more backup sensors for your location to have on hand in the event one o...
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Do the old sensors need to be returned in a warranty swap?
( Updated )Answer No, you do not need to return the old sensors to ComplianceMate as part of a warranty swap. Instead, ...
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How can I calibrate a sensor?
( Updated )Answer All sensors are calibrated at the factory before they are shipped. There is no field calibration avai...
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How do I change the temperature range, alert notifications, and/or alerting times of a sensor?
( Updated )Answer Sensors use device templates to control the temperature ranges, alert notifications, and/or alerting ...
Tablets
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Camera not working in checklists - What do I do?
( Updated )If the camera is not working when you are trying to add an image to a checklist, carry out the following: C...
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Can I change the name of a tablet?
( Updated )Answer Yes. For more information, see Managing Tablets: Editing a Tablet.
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Checklists not loading on a iPad. What do I do?
( Updated )If checklists are not loading on an iPad tablet, carry out the following: Make sure the iPad is charged abo...
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How do I access a tablet log?
( Updated )Answer Instructions for accessing a tablet log is available at Managing Tablets > Exporting Tablet Logs.
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How do I change the language on an Android tablet?
( Updated )If you are looking for how to set the language in the Server App, see Updating Your User Profile. If you are...
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How do I change the temperature units (°F<>°C) on an Android tablet?
( Updated )If you are looking for how to set the temperature units in the Server App, see Updating Your User Profile. I...
Knox Tablets
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How do I install an app on a Samsung tablet with Knox security?
( Updated )Answer Your new tablet has the Knox mobile security platform installed on it. The following procedure is rec...
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What is the Knox Security Platform and why is it installed on the tablet?
( Updated )Answer The Knox Security Platform, installed on a Samsung tablet, keeps unwanted apps from being added to th...
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Where can I find Knox Security Platform troubleshooting information (links)?
( Updated )Answer Samsung Knox troubleshooting documentation can be found here: Device-side errors (external) Portal-s...
Digital Probes
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Can we use a TempTest™ Blue, RayTemp™ Blue, or Thermapen™ IR Blue probe?
( Updated )Answer for the TempTest™ Blue Yes, you can use the TempTest™ Blue probe with the Mobile App; however: You ...
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How do I complete a checklist if the probe is being repaired?
( Updated )Answer We're sorry you're experiencing issues with your digital probe that required it to be sent to the man...
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How do I connect a digital probe?
( Updated )Answer The following articles in the Mobile App Setup, Access, and Tools section of this guide provide you w...
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How do I deactivate/activate Probe Control mode for a location?
( Updated )Answer for Deactivating Probe Control If you need to deactivate Probe Control for a location, carry out the ...
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How do I get my ThermaPen probe repaired?
( Updated )Answer You need to contact the Thermoworks Returns and Repairs service group to have a repair case opened an...
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How do I troubleshoot a disconnected Thermapen Blue probe?
( Updated )Answer To troubleshoot a Thermapen™ Blue probe that was previously connected to the Mobile App but is no lon...
Digital Probes: Dishwasher (DishTemp®)
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How do I ensure that our commercial dishwashers will pass health code inspection every time?
( Updated )ThermoWorks has prepared a white paper to discuss this very issue, as well as how use of their plate-simulat...
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How do I know that DishTemp is functioning correctly?
( Updated )Answer DishTemp comes calibrated (it has a NIST-traceable calibration certificate), so it is ready to go rig...
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How is DishTemp used in ComplianceMate?
( Updated )DishTemp is used to read the highest temperature achieved during a dishwasher's cleaning and rinsing cycles,...
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Is there a difference between the final rinse water temperature and the dish surface temperature?
( Updated )Answer (from ThermoWorks) Yes, the final rinse water sprayed from the spray arm nozzles cools as it sprays o...
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What is the highest or hottest temperature that should be running through my dishwashing machine?
( Updated )Operators should be adjusting the temperature setting and the duration of the cycle to achieve the DishTemp ...
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Why does the DishTemp only measure the wash cycle and not the rinse cycle?
( Updated )Answer (from ThermoWorks) DishTemp records the entire dishwashing cycle from start to finish, registering th...
Add-on Modules
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Where can I find information about the Task Module?
( Updated )Answer Information about the Task Module is available in the Task Module section.
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Where can I find information on the Messaging Module?
( Updated )Answer Information about the Messaging Module is available in the Messaging Module section.