This article addresses common questions and issues related to the Directory feature in your Edlio Mobile App.
Frequently Asked Questions
General Questions
Q: What types of contacts can I add to the Directory?
A: You can add individual staff members, faculty, administrators, departments, and other organizational entities. Each contact can have customized information fields appropriate to their role.
Q: How many contacts can I add to the Directory?
A: There is no strict limit on the number of contacts you can add. However, for optimal performance and user experience, we recommend keeping the directory to a reasonable size that reflects your organization's actual needs.
Q: Can Directory information be accessed offline?
A: Basic contact information that has been previously loaded may be available when offline, but complete profiles, images, and communication functions will require an internet connection.
Q: Can I track how often the Directory is viewed?
A: Yes, basic usage analytics are available in the admin panel that show how frequently the Directory is accessed.
Organization Questions
Q: How should I organize my Directory categories?
A: This depends on your organization's structure, but common approaches include organizing by:
Department or division
Function (Administration, Faculty, Support Staff)
Location (for multi-site organizations)
Alphabetical groupings for larger directories
Q: Can contacts appear in multiple folders?
A: Yes, you can assign a contact to multiple folders, which is useful for staff members who fulfill multiple roles or belong to multiple departments.
Q: How do I handle staff members who leave the organization?
A: When staff members leave, you should:
Update their status in the Directory
Either remove them completely or mark them as unpublished
Ensure any responsibilities are reassigned to current staff
Update any department contacts that referenced the departing staff member
Common Issues and Solutions
Display Issues
Issue: Photos appear distorted or incorrectly sized
Solution:
Use square images (1:1 aspect ratio) for best results
The recommended image size is 400x400 pixels
Ensure images are in JPG or PNG format
If an image appears distorted, try uploading a new properly-sized image
Very large images may be automatically resized, which can sometimes affect quality
Access Control Issues
Issue: Certain users cannot see contacts they should have access to
Solution:
Verify that the user has the appropriate role (Student, Parent/Guardian, Teacher, Administrator, etc.)
Check if the contact is assigned to a folder with restricted access
Ensure that any custom access via target lists include the user
Communication Issues
Issue: Email links aren't working correctly
Solution:
Verify that email addresses are entered correctly
Check that the format is standard ([email protected])
Ensure that the user's device has an email client configured
For masked or protected emails, verify that the protection system is properly configured
Issue: Phone numbers aren't initiating calls
Solution:
Ensure phone numbers are entered in a standard format
Check that the user's device supports making calls
Verify that the app has appropriate permissions on the user's device
For international numbers, ensure they include the proper country code
Import/Export Issues
Issue: Bulk import is failing or producing errors
Solution:
Ensure you're using the correct template format
Check that all required fields are completed
Remove any special formatting or characters from the spreadsheet
For large imports, try breaking the file into smaller batches
Issue: Contacts show incorrect information after import
Solution:
Review the original import file for accuracy
Check for formatting issues that might have affected how data was interpreted
Verify that date formats, phone numbers, and other specialized fields are properly formatted
Make manual corrections as needed after import
Advanced Troubleshooting
Search Functionality Issues
Issue: Search doesn't return expected results
Solution:
Verify that the search index is up to date (this may require a system refresh)
Check that the contact name contains the keyword being searched
Try using different search terms or partial names
Issue: Search is slow or unresponsive
Solution:
Consider reducing the total number of contacts or optimizing your directory structure
Ensure images are properly optimized for size
Check your device and network connection
Contact support if performance issues persist after optimization
Synchronization Issues
Issue: Directory doesn't reflect changes made in other systems
Solution:
If you're using automated synchronization with another system:
Check that the sync schedule is properly configured
Verify that the connection between systems is working
Look for sync error logs that might identify specific issues
If you're manually updating from another system:
Verify that you're looking at the most current data in both systems
Ensure your import process is capturing all necessary fields
Issue: Duplicate contacts appear after synchronization
Solution:
Check your sync settings for proper duplicate handling
Verify unique source identifiers are consistent across systems
Look for slight differences in spelling or formatting that might prevent proper matching
Consider performing a cleanup operation to remove duplicates
Adjust your sync configuration to better handle duplicates in the future
Best Practices to Avoid Common Issues
Maintain consistent data formats across all contacts
Establish a regular review schedule to keep information current
Document your folder structure and access controls for reference
Optimize images before uploading them to the directory
Test directory functionality on different devices to ensure consistent experience
Keep a backup of import files and directory configurations
Train multiple administrators on proper directory management
Create a process for handling staff changes and departures
Collect user feedback about directory usability and make improvements accordingly
App Performance Considerations
Issue: Directory is slow to load or navigate
Solution:
Optimize the number of contacts and categories for your needs
Ensure images are properly sized and compressed
Consider implementing a more efficient category structure
Make sure your app is updated to the latest version
Issue: App crashes when accessing the Directory
Solution:
Ensure the app is updated to the latest version
Check device compatibility and available storage
Try clearing the app cache or reinstalling the app
Contact support if crashes persist with specific details about when they occur
Getting Additional Help
If you're experiencing issues with the Directory that aren't addressed in this document, please contact Edlio Support through one of the following channels:
Help Desk: Submit a ticket through your EdlioApp admin panel
When reporting issues, please include:
A clear description of the problem
Screenshots if applicable
Steps to reproduce the issue
Your school/organization name
Your contact information