Issue: At times you may run into issues when using a Sage company phone. Follow the steps below to troubleshoot the device or call/text Sage Support at 856 329 7813
The steps outlined below can solve device issues you may experience such as endless loading screens, no device audio, and not receiving text alerts.
Solutions:
- General Troubleshooting (Try this first)
- Restart the device by long holding the power button and select Restart to reboot. Test device again to see if issue is resolved.
- Test Sage by logging in on another company phone or personal device. If the issue is happening on multiple devices the issue will likely need assistance from Sage Support.
- White Loading Screen / Device Offline
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If the “Loading” screen continues to spin and spin when logging into Sage, first try to refresh the page. To refresh the page simply pull down from the middle of the screen. You should see a spinning wheel momentarily on the screen indicating the page is reloading.
- If the device is still not loading, restart the phone and attempt to load the Sage app again.
- Confirm the device is connected to WiFi and Cellular Service. Start by sliding down from the phone home screen. You will see a WiFi symbol in the top left corner. Next to this symbol you will see a symbol with an "up and down" arrow. These symbols will be colored blue if turned on and connected. If they are not connected, tap on the symbol to turn on the appropriate connection.
- Continue with the following troubleshooting steps if necessary. Note that following the steps below will log the user out of Sage and the user will need to sign back in again after troubleshooting is completed to continue receiving alerts.
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Open the Sage app and tap on the three dots in the top right corner of the screen.
- Continue troubleshooting by opening the Sage app. Tap on the three dots in the top right corner of the screen and choose Open in Chrome from the menu.
- Now in Chrome tap on the three dots in the top right corner again and tap on Settings from this menu
- Tap on Privacy and Security from this next menu
- Tap Clear Browsing Data
- Change the time range at the top of the screen to All Time and then tap Clear Data
- Return to the Home Screen and tap on the Sage app
- Login again to continue receiving alerts
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- No Alert Sounds / No Texts Notifications
- Confirm the device is connected to WiFi and Cellular Service. Start by sliding down from the phone home screen. You will see a WiFi symbol in the top left corner. Next to this symbol you will see a symbol with an "up and down" arrow. These symbols will be colored blue if turned on and connected. If they are not connected, tap on the symbol to turn on the appropriate network service.
- Log out of Sage and log back in. When logging out, make sure to tap End Shift and Log Out.
- If you are using a company phone confirm that you have the correct phone selected at login. The name can be found on the back of the device. If you are not using a company phone when logged into Sage, be sure to choose No when asked when logging in.
- Test the phone by completing a call and a test text to a known working device. If the call and text do not go through there may be an issue with service. Contact Sage Support to continue troubleshooting if this is the case.
Outcome: These steps should help resolve most issues that may happen with company phones. If the above steps do not resolve your issue please contact Sage Support to continue troubleshooting further.
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