Exact Synergy Enterprise

Frequently asked questions Exact Synergy App

How can it be that I have a mixture of 2 different languages in the App?
The language used by the App is partly based on the language set in user preferences (Synergy) and partly based on the language settings of your device. The reason why a part of the language is taken from the phone is to limit data usage.

On which devices can I use the App?

• The iPhone App can be used on your iPhone, Ipad or iPod Touch. Your device needs to run IOS 5.1 or higher.
• The Android App can be used on Android 2.1 or higher.
• The Windows app can be used on Windows Phone 7 and 8 (please note that this only applies to phones and not tablets).

Which users can make use of the App?
All users can make use of the App; from basic Synergy user till professional user. Every user will only see the functionality he is allowed to used based on his roles, only portal users don’t have access to the App.

Hour Entry: Why do I get a message that I have to fill in mandatory fields which are not visible?
When you confirm your hour entry, a request is created. The request created automatically gets status approved. Fields set mandatory at approval are not shown when you book an unplanned Hour entry via the App. It is advisable not to set mandatory fields at approval: this is standard behavior of Hour entry in Exact Synergy Enterprise. 

Hour Entry: Why do I get a message that I have insufficient rights?
Please note that the rights which are necessary to create or process a hour entry depend on the definition of the request in Exact Synergy Enterprise. When in the definition of the request is defined that only certain users can create or process a hour entry this also applies to creating or processing hour entries via the App.

Why don’t I see the ‘Exact Synergy’ App in the Appstore?
In order to install Exact Synergy app, your device need to run IOS 5.1. You can check IOS version via [Settings, General, About, Version].

Is a server installation needed to use the ‘Exact Synergy’ App?
Together with the App, we introduce 2 new files which must be installed in the Synergy software on the server. These files will automatically be installed and updated when you update your Synergy environment. If you don’t want to update and don’t have the files available, contact Exact support to receive the files from them. Exact Synergy Enterprise and Exact Synergy use same server installation files. 1 file need to be installed in the BIN directory: ‘Exact.IPhone.Web.Server.dll’. 1 file need to be installed in the docs directory: ‘iDevice.aspx’.

When working with product update 248 or lower you also need the file ‘Exact.iPhone.Web.Site.dll’ which need to be installed in the BIN directory. As of product update 249 this file is no longer required, and isn't installed anymore.

What versions of which products are supported for using the App?
The App can be used with Exact Synergy Enterprise (PU 244+) and Exact Synergy (PU 397). Please note that Exact Synergy Enterprise offers more functionality than Exact Synergy. For instance hour entry is only available in Exact Synergy Enterprise.

What can be the reason that I cannot connect to my own Synergy environment?

• If you run Exact Synergy (asp version), three additional system requirements are in place:
  • You need to activate ASP.NET 2.0 in your virtual directory or website instead of ASP. NET 1.1.
  • You need to have SQL server 2005 and above. The reason is that as of SQL server 2005 the syntax for generating XML directly from the database changed enormously. This new way of generating XML is used for the app.
  • You need to have Windows Server 2003 and above
• Check here if you have installed the 3 files needed to work with the app. Normally you should get a message that the files are not installed, but because of firewall restrictions it might be that you don’t get this message
• The App does not support forms authentication and you will not be able to use your app
• It might be that your Synergy environment is only available when you have VPN activated. You can verify this by trying to connect to your Synergy environment using Safari browser
• When you install the server files for the first time, the administrator needs to activate the files. Go to ‘http://your synergy environment/docs/idevice.aspx’ and select to update. If you are administrator and the button is not there, the files are already activated.
• The password of your account in Exact Synergy contains ‘@’ or ‘:’ characters. In Exact Synergy Enterprise this will be possible in the next release of the app. For Exact Synergy ASP you need to change your password because these characters will not be supported. 
• If you run the App and get the message: 'Error: Could Not Determine SQL-Server or Database', you need to check the configuration file of Exact Synergy. For Exact Synergy ASP the file ‘baco.cfg’, this is by default located in the Exact Synergy directory. It should be defined as in document: 00.867.717. For Exact Synergy Enterprise the file ‘db.config’, this is by default located in the directory ‘C:\Users\Public\Exact Synergy Enterprise’. This file should be defined as described in document: 14.139.246.
• If you use KPN as provider and can’t connect via 3G, you need to change some settings on your mobile phone. By default KPN does not provide the correct APN settings (by default for example iphone.knp.nl or portalmmm.nl). You can change these settings in menu [Settings, General, Network, Mobile data network]. The following settings are required:
  • Access Point Name (APN): internet
  • Username access point: KPN
  • Password access point: gprs
• When the message "Could not find file ‘C:\version.config’" appears, please check if you can access the Synergy website in the browser (on a pc). Probably a database update is necessary.

What request type is used when I use the time off, expense claim or hour entry functionality?

• The request type used for time off is based on the request type set at ‘vacation’ in HRM settings
• The request type used for Expense claim is based on the request type set at ‘Expense claims’ in HRM settings. For PSA users, the request type used is based on the request type set at ‘Material and Expenses’ in the Time & Billing settings
• The request type used for hour entry off is based on the request type ‘Hours’ in the Time & Billing settings

 What functionality is available for which user?

• All users (including Basic Synergy user): Workflow, People, Calendar, Time Off and settings
• Hour entry user: functionality all users + Hour entry
• Project manager user: functionality all users + Hour entry
• ESS user: functionality all users + Expense claim (when request type in list of 15 request types for ESS user)
• Extra for CRM user: functionality all users + Accounts + Expense claim (when request type in list of 15 request types for CRM user)
• Professional user: has all functionality, except Hour entry

Why does the Iphone app show a different workflow than the Synergy website?
 This issue occurs when the authentication in IIS is not configured correctly. Please check the Authentication settings of Default Web Site. Make sure only Anonymous authentication is enabled and Windows Authentication is disabled. For the Synergy website you may enable Windows Authentication.