Customer Support
If you're experiencing a problem with your solution please reach out to either Haddtrack or Entourage in the first instance. You don't need to reach out to both.
Disclaimer: Be advised the customer guides below are intended for the appointed company administrators. These guides are not for use with the enrolled MDM phones.
Welcome to your Google Services Account
Introduction
Your Google Services Account is the home of two very important features available to your managed mobile devices. The Google Account logon details should have been provided to you at the time of handover, if you have misplaced this information, please raise this with Haddtrack or Entourage using the support contact information above.
Features
Your Google Services Account is used by your admin team to manage two things, Google Contacts and Pins for Google Maps.
You can access this on computer via the links below:
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Use the links above (or click the names) to access the platforms on your computer.
For Android, simply download the Google Contacts app and Google Maps app via the Play Store.
For iPhone, download the Google Maps app via App Store. Note: If you're looking for Google Contacts for iOS this is not available. You must use the computer version above.
For Apple
Google Contacts
Google Contacts is essentially a global address book. Think of it like yellow pages but for all your managed truck phones. Any contact you add to this Google Services Account using the above links (via PC or Mobile) essentially save or ‘talk to’ all of your managed phones.
Any contact you add in Google Contacts using the Google Services Account we have provided are automatically added in all managed phones as they're tuned to this account, so to speak, and will listen for any changes you make on the cloud from an admin point of view.
Not sure how to add contacts?
Please consult this support article:
What happens if a new driver/operator comes in?
This is easy, we can wipe the phone before orientation. This means that the phone winds back to its state as it was when the initial handover occurred, like new. It is important drivers/operators do not store personal information on these phones. If you do, it is at the discretion of the driver to get those contacts, pictures, messages off of that device before we reset it back to its default managed state.
Using a computer to import Google Contacts in bulk - How to:
This section will teach you how to import a bulk of contacts (i.e. CSV export) to your Google Contacts using a computer.
First you must open your web-browser and navigate to Google Contacts.
Once you are in Google Contacts you should see something like this:
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Google Contacts Example
Now click on Import on the left hand side, a popup will appear and then click Select File.
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Locate your .csv spreadsheet (the file containing all of your contacts) and then click it and click on open.
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Now click on Import.
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You will see a window come up on the bottom right saying that your contacts are importing - shortly thereafter you will see your contacts appear. But we aren't quite done yet.
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Next we need to modify the imported contacts so that there is no label associated. When a label is associated, they won't sync to the MDM handsets. First you must check you're selected on your imported labels as shown on the left sidebar.
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Now hover over a contact from this Labels list and click on the checkbox so one looks like this:
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Now click the ‘down arrow’ and click on all.
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You should have all your contacts ticked now. From here click the three-circles (traffic lights we call them) and click on Remove from label.
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You can now delete that automatically created label on the left sidebar using the trashcan icon as it should now say there's no contacts with this label.
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Click back on your contacts after this, you should notice the number of contacts has increased and you should see them in your Contacts list.
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The import works are now completed. You should see your new contacts arrive on managed phones across your fleet within 1hr to 24hrs. If you are experiencing any issues please reach out via our contact details above, or the enquiry form below.
Google Maps
Note: When creating new pins, it must be from your new Google Services Account, logged into Maps by your appointed company administrator. It is not advised to share / follow pins from end-users directly as this can cause problems.
Google Maps is not a new feature, it has been around for decades. What is new, however, is administering your pins from one ‘admin’ account and so the pins you add from your office computer or admin mobile phone, are all automatically added to your driver/operator fleet phones abroad.
How do I add pins from my office computer?
- On your computer open Pins for Google Maps.
- Locate your point of interest, this can be an already-named location, a random paddock, a depot etc.
- Once located, left-click the point of interest with your mouse once - a gray pin should appear with a small bar at the bottom showing the coordinates or name.
- For the exact location, click the blue coordinates. For the general known direction by Google, click the name.
- A big sidebar will now come up on the left and your gray pin should turn red.
- Click the Save button.
- Save it to your list, or if you don't like the default, click + New List.
- With your point of interest saved you should see an Add Note button on the side just below the Saved button you clicked earlier.
- Click Add Note and put the name of the point of interest - this is important otherwise drivers/operators will just see coordinates come up on their managed phones with no context as to what it is.
- To check your existing pins, click the menu button (looks like a hamburger top-left) and then left-click Saved. You can go through your existing list there.
Still not sure? Please consult this Youtube video as a visual representation of the steps outlined above.
How do I add pins from my work phone?
Adding pins from your work phone is really simple. As such, you can following this Youtube video for reference.
Learn more about Google Pins
If you'd like to know more about Google Pins and how they can work for you, see the guide below.
Troubleshooting
My driver/operator isn't getting Contacts I add from my phone/computer?
Check to make sure you're signed into the Google Services Account - If you're adding the Contacts in the wrong Google Account, they won't be seen.
Ensure the driver's phone has been in reception and has data turned on for more than 1 hour since your Contact additions/changes - Changes over the internet take time, if your adding contacts for drivers, this can take an hour maximum. For drivers with low/no reception this means they might not receive the new changes until they come back into a serviceable cell area.
Lastly - The Google Account signed in on the driver's phone may have session timeout/expired. To check this go into Settings > Contacts > Accounts if you see a blue ‘Sign-in’ button this means you need to sign into the phone again using the Google Service Account we provided you.
Important note : If this continues to happen on a regular basis please raise this to Haddtrack or Entourage using the support contact information above as the 2FA mightn't be configured correctly, or something has unexpectedly changed.
When I add pins from the computer they appear nameless on mobile?
This is a known problem without a formal acknowledgement from Google at this stage. When creating pins from computer, please make a note in the pin with the name of the place, this means when a driver opens the pin on his phone, it will provide a name/context to the pin otherwise it would not.
Adding/Removing Apps
Introduction
App management is a feature through policy with your MDM solution. All managed phones have the same apps as specified on the original summary list when the request comes through. Over time you may wish to add/remove apps for your drivers/operators.
Features
App Deployment - In order for an app to be added/removed, you need to reach out to Haddtrack or Entourage using the support contact information above so that the technicians can adjust the policy in the cloud. Once we perform the change on our end and order, sync, and save the policy all phones in scope will receive the app as requested.
Not seeing an app you expect?
Ensure your managed mobile device is connected to wifi or the mobile network - new apps/changes takes ~1 hour or less to land on the phone.
Restart the phone.
If your app is still missing you will need to reach out to Haddtrack or Entourage using the support contact information above and we can manually perform a reload of the app from the cloud.
Reporting a Device Lost or Stolen
Introduction
Each phone has basic location tracking and cellular information for us to retrieve.
Features
To report a managed phone as lost or stolen please reach out to Haddtrack or Entourage using the support contact information above as soon as possible. We will then use the last reported data of the managed device in an attempt to locate it. Whilst the MDM solution isn't formulated to track itself live, we can use its cellular telemetry and raise a case with Telstra to triangulate the phones last known location.
Lastly we can initiate a lock and wipe command to ensure your company data is never visible or made available if the phone ever makes connection back to the internet rendering the phone a brick until found or returned.
Report a Website to Block or Unblock
Introduction
This solution also provides a web-filtering policy that ensures web surfing is safe and conforms to official business use only.
Features
We can allow websites, or block certain websites of your choice. Please reach out to Haddtrack or Entourage using the support contact information above with the exact website URL e.g. “Hi, can we please have bookclub.com blocked?”, we can then make the necessary changes on our end which will flow out to all your managed phones in the fleet.
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