CommCare  Front Line Workers  FAQs

Contents

Purpose : The purpose of this document is to guide Front Line Workers in operating CommCare and ensuring their application works without problems. This document contains the most FAQs from the perspective of the Front line Worker.  The answers given are to be understood at the level of the Front Line Worker.  These instructions can be given in person or over a phone.

 

TECHNICAL

Q: Commcare won’t start at all?

Q: Why won’t my application open?

Q: I can’t find my application.

Q: I can’t move forward once I log into the application.

Q: I can’t move forward in the form.

Q: My application is forcing me to quit, what can I do?

Q: I keep getting long messages after each question, what can I do?

Q: My phone is in English, how do I change it to Hindi?

Q: I can only type in English, how do I change it to Hindi?

Q: How can I create a shortcut?

Q: I noticed my date and time are incorrect.  How can I change the date and time?

Q: My phone keeps getting locked, how can I unlock my phone.

Q: How can I change the lock settings on my phone?

Q: My phone has no sound, how can I get sound?

Q: How do I turn up the volume on my phone?

Q: What is Demo Mode and when should I use it?

Q: I lost my memory card, what do I do?

Q: Some of my images or audio are not showing?

Q: I am out of balance, what can I do?

 

 

APPLICATION SPECIFIC

Q: My information is not syncing.

Q: When am I supposed to sync?

Q: Why am I getting ‘Failed Sync’ messages?

Q: Why did my sync option turn red?

Q:  I accidently pushed ‘cancel’ while my forms were syncing.

Q: Why didn’t my patient get registered?

Q: After I created a new client in my phone, what should I do next?

Q: I don’t know the answer to question ‘X.’

Q: I can’t move forward from question ‘X.’

Q: My client needs a referral, what do I do?

Q: My client has moved out of the village, what do I do with her in my case list?

Q: My client or child died, what do I do?

Q: I finished a form, what do I do next?

Q: Why didn’t my information get saved?

Q: Why does my case list say ‘Late.’

Q: I just completed form ‘X’ and I am being prompted to fill out ‘X’ again.  Why?

Q: How often do I need to see my client?

Q: My client says her client/child got X immunization but does not know the date. What do I do?

Q: A client got registered twice. What do I do?


Purpose: The purpose of this document is to guide Front Line Workers in operating CommCare and ensuring their application works without problems. This document contains the most FAQs from the perspective of the Front line Worker.  The answers given are to be understood at the level of the Front Line Worker.  These instructions can be given in person or over a phone.

TECHNICAL

Q: Commcare won’t start at all?

  • If a red X appears on your CommCare icon, the program may need to be re-installed. Please contact your Project Manager.

Q: Why won’t my application open?

  • You may receive an ‘Application Error’ message while CommCare is starting up.  Quit the application and try to restart CommCare again.  If this message appears again, please contact your Project Manager.
  • If your screen remains frozen while ‘attempting to contact the server’ there may be a problem with connectivity. Try again in another area.  This may also occur if your phone has zero balance.  Dial *123# to hear your balance read to you.  If balance is low, please contact your Project Manager.
  • Any additional error messages preventing CommCare from opening should be evaluated by your Project Manager. Read the message carefully, try to remember any of the message, and write it down if possible.

Q: I can’t find my application.

  • From the main phone screen, press the center button to open the menu page. Look for the Applications icon; the picture of 4 squares.  Once you navigate to it (using the up/down/right/left buttons), press the center button to open Application (four squares image). Here you will see three options on the screen. Navigate downwards once and press the center button to enter the Games Folder; image if of a folder with a red and white square. In the Games Folder, look for the CommCare Icon; this image looks like a flower and will be white and blue  Navigate to the CommCare icon and press the center button to open CommCare.
  • If the CommCare icon is not present in your Games Folder, it may have been deleted. Please contact your Project Manager to re-install your application.

Q: I can’t move forward once I log into the application.

  • If your screen remains frozen while ‘attempting to contact the server’ there may be a problem with connectivity. Try again in another area. 
  • This may also occur if your phone balance is too low.  Dial *123# to hear your balance being read to you.  If balance is below 5 rupees, please contact your Project Manager.

Q: I can’t move forward in the form.

  • After answering the question, press the center button once.  This will move you to the next question.
  • If you answered the current question incorrectly a message will appear telling you how to correctly answer the question.  Read the message, press the ‘back’ button located above the red button, correct your answer, then press the center button to move forward.
  • If you are getting an error message, please read the message carefully, try to remember any of the words, and write it down if possible, and contact your Project Manager.  Files may have been deleted from your phone or your application may be corrupt.

Q: My application is forcing me to quit, what can I do?

  • If you are getting an error message, please read the message carefully, try to remember any of the words, and write it down if possible.  Then, contact your Project Manager.  Necessary files may have been deleted from your phone or your application may be corrupt.

Q: I keep getting long messages after each question, what can I do?

  • Your permission settings may not be set properly. Please read the message carefully, try to remember any of the words, and write it down if possible. Then, contact your Project Manager.

Q: My phone is in English, how do I change it to Hindi?

  • From the main screen, enter the menu page.  Navigate to the settings icon and enter; this icon looks like a tool which is grey on top and has a blue handle.  In the settings menu, navigate to the phone icon and enter; this icon looks like a mobile phone.  Enter ‘Language Settings’ and change from English to Hindi.  This will change the phones entire language from English to Hindi. 

Q: I can only type in English, how do I change typing to Hindi?

  • If you are trying to enter text input, you can change the language from English to Hindi by pressing the Hash button (#).  There are four options; Capital English, lower case English, numbers, or Hindi.  When you press the Hash button, you will see the language change on the very top of the screen.  Keep pushing the Hash button until you see Hindi letter.  Once you are down with the application, you should change the main writing language to Hindi.

Q: How can I create a shortcut?

  • From the main screen, enter the menu page.  Navigate to the settings icon and enter.  In the settings menu, navigate to the ‘My shortcuts’ icon and enter.  Navigate ‘Right selection Key’ and enter.  Enter ‘Application List’ and chose CommCare.  This will create a shortcut above the Right Red phone button.  

Q: I noticed my date and time are incorrect.  How can I change the date and time?

  • It is very important to have the correct date and time on your phone.  From the main screen, press the center button to enter the Menu page. Navigate to the Settings Icon and press enter; this icon looks like a tool with a grey top and blue handle. Navigate downwards 5 times to the icon ‘Date and Time’; this icon will look like a calendar and clock. Then press the center button when on ‘Date and Time.’  Then press center button again on ‘Date and Time Settings.’ Here you can edit the date and time.

Q: My phone keeps getting locked, how can I unlock my phone.

  • If your phone is locked, a message will appear saying ‘press Unlock, followed by star button.’ Here, ‘Unlock’ refers to the center button.  Therefore, to unlock the phone you must press the center button and then the star (*) button found on the bottom left of the keypad.  You can also follow these steps to lock the phone.

Q: How can I change the lock settings on my phone?

  • If you would like to disable the lock function follow these steps.  From the main screen, press center button to enter the menu page.  On the menu page navigate to the settings icon and press enter. In the settings menu, navigate to the phone icon and press enter. Navigate down three times to ‘automatic keyguard.’ Here you can turn the automatic keyguard on or off. If you turn the automatic keyguard On, you can set the delay time.

Q: My phone has no sound, how can I get sound?

  • It is very important for your phone to be in General Profile and not Silent Profile.   If your phone is in silent mode you will not be able to hear the audio prompts in the CommCare application.  When the phone is in silent mode you will see an icon at the very top of the screen.  This icon will look like a music note with a line over it.  You can easily change this from the main screen.  Unfortunately, you cannot change this while in the CommCare application.  From the main screen, press the # button down for a few seconds. You will get a message “Activated Profile: General” and then the phone will have sound.  When the message “Activated Profile: Silent” appears, the phone will not have sound.  Make sure you are in ‘Profile: General’

 

Q: How do I turn up the volume on my phone?

  • From the main screen, enter the menu page.  Navigate to the ‘Media’ icon and enter; this image is a grey rectangle with a circle and green triangle.  Be careful to not open the icon with the grey rectangle and pink music note.  In the ‘Media’ menu, navigate to the ‘Media player’ icon and enter; this icon is a pink music note with a circle and green triangle on top of it.  First option on screen says ‘Go to Media Player.’  Press enter on this option.  Volume lines will appear on the bottom right of the screen.  Press the ‘up’ button on the main keypad to increase volume bars.  As you press up, you will see the lines light up green. 

 

Q: What is Demo Mode and when should I use it?

  • Demo Mode should be used for practice only.  Any cases or data entered into Demo Mode will not be recorded as actual work.

Q: I lost my memory card, what do I do?

  • If you lose your memory card you must contact your Project Manager immediately.

Q: Some of my images or audio are not showing?

  • If images or audio are not showing, you should contact your Project Manager.  This can lead to additional errors.  Please try to remember which images or audio are missing when you speak with your Project Manager.

Q: I am out of balance, what can I do?

  • Please contact your Project Manager to discuss balance and recharge phone.

 

 

 

APPLICATION SPECIFIC

Q: My information is not syncing.

  • You need good network to sync. An ‘E’icon in the top left corner of the screen appears when you have good network connectivity.  A ‘G’ icon means you have connectivity, but not as fast as when you see ‘E.’ If you don’t see these icons, try moving to another location.
  • If after some time, you still do not see the ‘E’ in the top left corner of the screen, contact your Project Manager as your GPRS settings may not be properly.
  • You may be out of balance.  Dial *123# to hear your balance read to you.   Contact your Project Manager if balance is low.
  • Sync will happen automatically when you open CommCare.  You can also try to force sync by pressing option ‘sync’ on the main screen.
  • Sync may not happen if you push ‘cancel’ during the sync process.

Q: When am I supposed to sync?

  • Sync will happen automatically every time you log into the CommCare application.  If you have poor network connectivity, this may not happen.  You can force sync at anytime using the ‘Sync’ option on your main screen.  If you get a ‘failed update’ message, try again 2-3 times and then again at a different location or time.  If it still is not working after 1 day, contact your Project Manager.

Q: Why am I getting ‘Failed Sync’ messages?

  • Failed Sync Messages can show for a few reasons. You might not have good connectivity, your settings may not set up properly, or you may be out of balance.  First, check if there is a ‘E’ in the top left hand corner of the screen.  If no ‘E’ appears, then you are not in good connectivity. You should try to sync again later in a different location. If an ‘E’ does not appear for 1-2 days, please contact your Project Manager. Next, check your balance.  Dial  *123# to hear your balance read to you.  If balance is low, please contact your Project Manager.

Q: Why did my sync option turn red?

  • The ‘Sync’ option on the main screen will turn red when your phone has not been able to sync for a few days.  This red color indicates that you should try to force sync immediately.

Q:  I accidently pushed ‘cancel’ while my forms were syncing.  

  • If you push cancel while the forms are syncing, the sync will stop.  You can try to sync again when ready.

Q: Why didn’t my patient get registered?

  • If your patient is not currently pregnant or does not have a child who is younger than 12 months, she will not be registered.  If you made a mistake, you can try to register her again.  If you continue to have this problem, please contact your Project Manager.

Q: After I created a new client in my phone, what should I do next?

  • Once you’ve created a new client in your phone, you need to do a home visit to fill out a Registration Form.  In the main menu, enter the option for ‘Home Visits’ and chose your client; this will direct you to a Registration Form.  Once the Registration Form is complete, the client will reappear on the top of the case list when another form is due.  Additionally, after each form is complete, you will receive a message information you of the next type of home visits and how many days until it is due

Q: I don’t know the answer to question ‘X.’

  • Discuss the question with your client.
  • If this problem is with an immunization question, remember that you must answer ‘No’ to receiving an immunization if the corresponding date is unknown.  
  • If question is not mandatory and you do not know the answer, you can skip ahead by pressing the center button.  Do not do this often.

Q: I can’t move forward from question ‘X.’

  • If you answered the current question incorrectly a message will appear telling you how to correctly answer the question.  Read the message, press the Back button, fix you answer, then press the center button to move forward.
  • If this problem is with an immunization question, remember that you must answer ‘No’ to receiving an immunization if the corresponding date is unknown.  
  • If you are getting an error message, please read the message carefully, try to remember any of the words, and write it down if possible.  Then, contact your Project Manager.  Necessary files may have been deleted from your phone or your application may be corrupt.

Q: My client needs a referral, what do I do?

  • From the main screen navigate to the ‘Client Management’ Option.  In this option you will find a form for Referral. 

Q: My client has moved out of the village, what do I do with her in my case list?

  • From the main screen navigate to the ‘Client Management’ Option. If the client has moved out of the village temporarily, fill out the Migrate Out form.  If the client has moved out of the village permanently, please fill out a Close Case form. 

Q: My client or child died, what do I do?

  • From the main screen navigate to the ‘Client Management’ Option.  In this option you will find a form for Death Registry. If the child has died, the mother ‘s case will be closed and removed from the caselist.  If the mother dies, but the child is still alive, the child’s case will continue to appear using the mother’s name. 

Q: I finished a form, what do I do next?

  • Once the form is complete, make sure to submit the form by pressing the center button.  Once the form is submitted, you will get a message telling you when to complete the next home visit.  At any time, you can also check the case-list to see which form to complete next for this patient and which date it is due.

Q: Why didn’t my information get saved?

  • Once the form is complete, make sure to submit the form by pressing the center button.  If you quit the form or close CommCare before seeing the ‘Form Complete’ message, your information will not be saved.

Q: Why does my case list say ‘Late.’

  • The client needed to be seen prior to today’s date.  See the client details in the Case List Details screen to see which form to complete and when it was due.  You should see this patient as soon as possible.

Q: I just completed form ‘X’ and I am being prompted to fill out ‘X’ again.  Why?

  • Forms for Birth Preparedness, Post Natal Care, Exclusive breastfeeding and Complimentary breastfeeding will repeated based on the mother’s months of pregnancy or the child’s age. 

Q:  I just filled out form X because it was late.  When I was done with the form, it still says I am late.  Why isn’t this changing?

  • You might be late for more than one form.  If you are late for two forms, even if you fill out one form, you will still be late for the other form.

Q:  The phone says I am late for a delivery form, but my client has not delivered yet? What should I do?

  • The first question of the delivery form will ask if the mother has delivered.  If you answer ‘No’ the form will close and it will be rescheduled for 7 days later.  Please enter the Delivery form when it is due regardless if the mother has delivered.

Q: How often do I need to see my client?

  • You should see your client as many times as necessary.  In terms of Home Visit Forms, below is the recommended schedule for a healthy mother/child.
    • New Beneficiary: to add a client to the phone (fill out once)
    • Registration: to collect information on the client (fill out once)
    • Birth Preparedness: to prepare the mother for delivery.  Fill out once initially, and at least two more times in the 3 rd trimester. 
    • Delivery: to collect newborn child information (fill out once after the client has delivered)
    • Post Natal Care: to make sure the mother and child are safe after delivery (three times, 1 day after delivery, 3 days after delivery, and 6 days after delivery)
    • Exclusive Breastfeeding: to educate the mother about feeding practices.  Fill out 14 days after delivery and then multiple times until the child is 6 months old. 
    • Complimentary breastfeeding: to educate the mother about feeding practices.  Fill out after the child is 6 months old and then multiple times until the child is 2years old. 

Q: My client says her client/child got X immunization but does not know the date. What do I do?

  • All immunizations entered into the application should have accompanying dates.  If the immunization was received by the date is unknown, then you should answer ‘No’ to the immunization being received.  If the date becomes known later, you can ‘Update Immunizations’ for the mother or child in the Client Management section. 

Q: A client got registered twice. What do I do?

  • Navigate to ‘Close a Case’ in the Client Management section.  Once the mother’s name is selected from the list and the form is filled out, the mother’s duplicate case will be closed.