NW Scheduler/Publisher - Updates, Support, and Suggestions

[➕👇 ꓤꓱꓷꓠꓵ🎵Tone]

It has happened to our cong previously.
I suggest you check that everybody is 'up-to-date'.
This includes all PC'S running 'admin' mode. Then check all 'end-users' are up-to-date, too.
(This can be checked on the NW App.It will list each device and the version it is running.)
I assume all 'admin' users know to "DownLoad" all data and then "Send" (Upload) it before they Exit/Log-off.
This was our problem. A 'new' Elder would skip the Upload. As he did not enter any data (he was only checking some info), he would not exit properly. Nothing was uploaded, and data was lost.
Everyone 'admin' needs to log-on and log-off correctly.
Since this was addressed, it has now settled down and has been working for months.
However, I will watch this month with interest.


Old (Downunder) Tone

[Indapipe]

On 12/10/2024 at 4:39 AM, carlos said:

I would happily change to a different app with better customer support.

I couldn't agree more. I love the app and so does everyone in our cong that uses it. It's really too bad but I generally don't even bother contacting support if we have an issue as they give the impression that the last thing they want you to do is "bother" them. They make you jump through hoops just to report an issue. I generally turn to the online community of friends here or on T-Tools for support. I would understand if it were a free app, but we pay for it. As soon as that is the case I feel that they should treat us like the paying customers that we are, just as any other secular software team would. End of rant. 😁 

[➕👇 ꓤꓱꓷꓠꓵ🎵Tone]

I agree that the customer support seems to be lacking. However, having worked in that field, many times the answer to the problem has already been posted.  It is a matter of checking the Tutorials & FAQ's.

In my experience- more often than not - it is user error.

So I imagine in this case, it is using their limited resources wisely. 

My gimmick was to ask people what page/topic of the instructions were they having difficulty with. This would at least get them to check the manual... most didn't even look at the manual.  Lol

[carlos]

On 12/12/2024 at 10:51 PM, ➕👇 ꓤꓱꓷꓠꓵ🎵Tone said:

So I imagine in this case, it is using their limited resources wisely. 

 

If they at least copied the relevant paragraph from the manual in their reply at least it would be useful. Telling you to check the Help (which is many tens of pages long) is not very useful.

[foghorn]

On 12/12/2024 at 4:51 PM, ➕👇 ꓤꓱꓷꓠꓵ🎵Tone said:

So I imagine in this case, it is using their limited resources wisely. 

    I have seen many unfavorable comments about the brothers' method of handling user issues. I am more sympathetic - if you consider a few facts, you might be more lenient in your viewpoint. The programmers NEED to know about PROGRAM errors; they would prefer that USER errors be resolved through the documentation.

     The NWS website tells us that this app is used in 1,000's of congregations (with many languages). Suppose there are 1,500,000 users. Assume average congregation size of 75. That means about 20,000 congregations. With 2 administrators per cong, that means at least 40,000 administrators of NWS. If 0.1% of administrators submitted a help request, that would be 40 requests per day. It could easily take a help desk 15 minutes to research/respond to each help request. Suppose they could average 5/hr. That still means one person a full 8 hrs/day responding to issues. To devote one person/day to troubleshooting would likely be very expensive.

    It is likely that 1/2 of the issues are not program errors, but rather USER errors that could be resolved by reading the documentation. Surely we all recognized that many people (even JW's 🙂 ) rarely read the documentation for a program. You have to admit, the programmers have spared no effort in creating copious documentation in full detail for every operation. In addition, there are some troubleshooting tools and instructions built in to the program: logs, an outstanding save/restore function, and the Person and Device Refresh functions. Putting all these tools to work should allow a capable administrator to resolve most USER issues in-house.

   As Tony Downunder knows, when you work the help desk for a while, you can often tell right away what the user's problem is from experience. This may allow the tech to conclude that the user's problem is definitely addressed in the documentation, and thus respond accordingly.

    The extensive pre-requisites for us to actually submit a help request should help all of us conclude it might be easier and faster to just research the documents first! When we actually DO submit a help request, the required screenshots are essential to demonstrate there really is a reproducible PROGRAM error. How else could they begin to resolve it?

    I do agree though, simply responding "See the documentation" is very terse and not very helpful. Better would be to send a documentation link and say: "The solution to your problem is documented on this page..."

[Cruzer]

On 12/9/2024 at 5:13 PM, carlos said:

I reported today a minor issue we are having with NW Publisher. Even though publishers are sent and received, they still show as not sent for publishers. This had never happened before. Some friends are sending their reports several times since it keep showing not sent (although it's not a problem if they send it several times).

 

I opened a ticket with support today, I expect to have a reply in a few days.

 

Is this happening to anyone else?

 

A local congregation in my area appears to of had the same issue. Perhaps the following may help as it did for them:

> Congregation

> Congregation Sharing

> Shared Persons

> Verify all group overseers (or assistants) have "edit access" (green) for "Publisher Reports" under the "Persons" section (see attachment).

> In the drop down selection, select "All Groups" or the group they attend.

 

In our congregation, only the secretary has "All Groups" selected, while all the other group overseers have their specific field service group selected.

 

https://nwscheduler.com/how-to/members/jw-scheduler-user-access/

 

Appears the settings here were correct at one point for the congregation that needed help, but after the last major version update, some of these settings were reset to default.

 

Edited December 14, 2024 by Cruzer

[➕👇 ꓤꓱꓷꓠꓵ🎵Tone]

And if I may add one observation:
Most congs would have a mix of elders, all with various levels of tech experience. My guess is that most are not "Tech Savy," but probably more like newbies.
A few wrong keystrokes... the data is wiped, or the system crashes.
This is just my guess. Lol

Old (Downunder) Tone

[molnarj]

A new update will likely be released this week. The new translation file for Dutch was uploaded yesterday. No new app translation yet but I'm expecting it also.

[molnarj]

The app translation is here. 3.6.0. So the new update is likely today or tomorrow.

[Floyd]

Hopefully the new update will address this problem I just discovered. When a shared person has view only access to the person information he cannot actually view the emergency contact information. Normally clicking on the names displays the information on the right but it does not when in view only mode.

 

[Witness1970]

I set up my congregation on Territory Assistant a few years ago.   Another brother (who recently moved to our congregation) and I set up Territory Helper (after Territory Assistant went down due to a ransomware attack) and we used it for a while.  Recently, my congregation has set up NW scheduler and the territories have been added to NWS.  Publishers in the congregation are being encouraged to download New World Publisher.  Only certain brothers have access to the full New World Scheduler program.

 

I was told that NWS would not completely replace Territory Helper.  I am not sure.  Still learning.  

[Aja]

3 hours ago, Witness1970 said:

I set up my congregation on Territory Assistant a few years ago.   Another brother (who recently moved to our congregation) and I set up Territory Helper (after Territory Assistant went down due to a ransomware attack) and we used it for a while.  Recently, my congregation has set up NW scheduler and the territories have been added to NWS.  Publishers in the congregation are being encouraged to download New World Publisher.  Only certain brothers have access to the full New World Scheduler program.

 

I was told that NWS would not completely replace Territory Helper.  I am not sure.  Still learning.  

We fully transitioned to using NWS/NWP and are pretty happy with the transition. I think overall it was a major net positive. Even if there are a few courts that can be improved upon. My suggestion would be to set the program up and run it alongside of whatever current method you're using and just see how you like it. In the end, if it's relatively similar, more cohesive, and you're saving dedicated funds, it would seem to be worth it

[dvdgarofalo]

On 12/11/2024 at 12:09 PM, Indapipe said:

I couldn't agree more. I love the app and so does everyone in our cong that uses it. It's really too bad but I generally don't even bother contacting support if we have an issue as they give the impression that the last thing they want you to do is "bother" them. They make you jump through hoops just to report an issue. I generally turn to the online community of friends here or on T-Tools for support. I would understand if it were a free app, but we pay for it. As soon as that is the case I feel that they should treat us like the paying customers that we are, just as any other secular software team would. End of rant. 😁 

I agree sort of. Sort of because of these few points:

1. I've been in software support for end users. In fact, the company I worked for at the time bought our KH and moved his business into it The cost to provide upscale end user support can be very excessive. That's why even major software companies provide lackluster support email only support, ticket only support, etc. Hopefully in the future that may change. But we have had this software and the app for a couple years now. I consider it an awesome move. As a secretary in several congregations, over the years I have used TSWIN, KHS and others. This is by far the most comprehensive.

2. We don't 'pay' for the app. We pay for the scheduling software. And frankly, the minimum charge is way lower than it should be for the amount of function and specificity of audience. The app, none of the friends have to pay for. If they are donating they are doing that of their own free will. We have the gold plan. One person pays and we have 10 users of NWS. Try getting MS to let you use their product for 10 users for the cost of NWS. Just something to think about.

3. They make us jump through hoops because that is how you find software issues. I used to also test software at end user level. The developers made us track every mouse click and replicate the problem or they would not even look at it. I've sat at the lead developers desk and he would ask me to 'show' him every step I took to replicate a problem. If I could not, off I'd be sent to find what step I was missing. Sometimes the solution is right in the hands of the end user. But when it is somewhere in 1000's of lines of code, you have to find it.

 

I understand that the support or as some view it the lack of, can be frustrating. But all in all, this software is awesome and I'm sure they will continue to improve and tweak it. Just a couple thoughts to keep it in perspective.

[Indapipe]

4 hours ago, dvdgarofalo said:

I agree sort of. Sort of because of these few points:

1. I've been in software support for end users. In fact, the company I worked for at the time bought our KH and moved his business into it The cost to provide upscale end user support can be very excessive. That's why even major software companies provide lackluster support email only support, ticket only support, etc. Hopefully in the future that may change. But we have had this software and the app for a couple years now. I consider it an awesome move. As a secretary in several congregations, over the years I have used TSWIN, KHS and others. This is by far the most comprehensive.

2. We don't 'pay' for the app. We pay for the scheduling software. And frankly, the minimum charge is way lower than it should be for the amount of function and specificity of audience. The app, none of the friends have to pay for. If they are donating they are doing that of their own free will. We have the gold plan. One person pays and we have 10 users of NWS. Try getting MS to let you use their product for 10 users for the cost of NWS. Just something to think about.

3. They make us jump through hoops because that is how you find software issues. I used to also test software at end user level. The developers made us track every mouse click and replicate the problem or they would not even look at it. I've sat at the lead developers desk and he would ask me to 'show' him every step I took to replicate a problem. If I could not, off I'd be sent to find what step I was missing. Sometimes the solution is right in the hands of the end user. But when it is somewhere in 1000's of lines of code, you have to find it.

 

I understand that the support or as some view it the lack of, can be frustrating. But all in all, this software is awesome and I'm sure they will continue to improve and tweak it. Just a couple thoughts to keep it in perspective.

I don't disagree with even one point you make. Like I said, I think the software is awesome... maybe even the best out there for our purposes. Certainly the best I have used in my 30+ years of congregation organization. 

 

But we do pay for it. And to me that is the line of demarcation where it becomes a commercial software. I feel the amount, though reasonable, is irrelevant. The developer sets that amount themself. But once we get into the realm of paying for the software, I feel that the developer should communicate in a certain way with paying customers. And maybe it's just me, but I feel like the "support" language used on the website is condescending, bordering on implying "you, user, are the most likely problem, not the software." And that may very well be so in the majority of cases, but I'm of the opinion that there is a less uninviting, unwelcoming, dare I say even a kinder way to communicate that idea. Again, just my opinion. 

Edited December 24, 2024 by Indapipe

[Ysaias]

26 minutes ago, Indapipe said:

Certainly the best I have used in my 30+ years of congregation organization

I agree with you. And the publishers love it, even the elderly. So, I'm glad to pay myself the yearly fee.

One thing in particular that I like is that the publishers don't need an email account to connect. I considered that a roadblock in Hourglass. But with NWS/NWP I can even create a record for a child or non-publisher and all they need to connect is a device (or a delegate's device).

A minus: I haven't figure out how to generate the summaries (reg pioneers, aux pioneers, publishers) in the S-21 format. But it's not a problem, anyway, because I prefer to look at JW Hub to be sure that we give the CO the right numbers. Sometimes with adding/deleting records the statistics in the app can mess up a little.

[carlos]

On 12/24/2024 at 4:19 PM, dvdgarofalo said:

I understand that the support or as some view it the lack of, can be frustrating. But all in all, this software is awesome and I'm sure they will continue to improve and tweak it. Just a couple thoughts to keep it in perspective.

 

On 12/24/2024 at 8:25 PM, Indapipe said:

I feel like the "support" language used on the website is condescending, bordering on implying "you, user, are the most likely problem, not the software."

 

I very much agree with all the points made. I understand customer support is costly. I understand the need to identify the error. But on the other hand the support pages are condescending and the replies they send often border on disrespectful.

 

I have worked in software support and I was always nice to customers, even those I had to spend hours with on the phone just to show them how to put their mouse pointer over an icon and click twice on it to open. Some of the replies I have received from NW Scheduler support are just outright rude and that's a problem with a software made by Witnesses for Witnesses.

[Floyd]

I rarely contact them. They have always been nice to me but I do give them very detailed information and screenshots. I do know some are more sensitive than others because we come different backgrounds and cultures. 

 

Replies:

 

Quote

 

Hi Floyd,

 

Thanks for your message and reporting this bug. We also appreciate the detailed information and screenshots.

 

This issue will soon be fixed in a Build update. To check for new Build updates, please click Me > Updates > Check for Updates, or alternately re-download and install New World Scheduler from our website.

 

Kind Regards,

 

 

 

 

Quote

 

Hi Floyd,

 

Thanks for your message and reporting this bug. We also appreciate the detailed information and screenshots.

 

We have recently fixed this issue in the latest Build update. Please click Me > Updates > Check for Updates and install the latest Build update, or alternately re-download and install New World Scheduler from our website.

Kind Regards,

 

 

 

 

[Tonis]

On 12/23/2024 at 9:49 AM, molnarj said:

The app translation is here. 3.6.0. So the new update is likely today or tomorrow.

Any updates on the progress?

[Indapipe]

1 hour ago, Floyd said:

I rarely contact them. They have always been nice to me but I do give them very detailed information and screenshots. I do know some are more sensitive than others because we come different backgrounds and cultures. 

 

Replies:

 

 

 

 

 

 

 

Yes, you're quite right. I should clarify... The support emails are always professional and what I would expect from a professional software. The support pages on the website are what I was referring to. I'm guessing written by a different person. 

 

I likewise always include as much detail and screenshots as possible knowing that is the only way to receive the help I need. And I'm fine with that. But like I said in an earlier post, I only use the software support as a last resort. It's easier and a more pleasant experience to reach out to friends here and on t-tools. And the built in help in the software itself, from volunteer "experts" is ingenious and invaluable. 

[foghorn]

10 hours ago, Indapipe said:

reach out to friends here and on t-tools

Indapipe: I'm not familiar with 't-tools'. I searched Google for it, but all it returned was about 500 skateboard tools. Can you enlighten me?

[Floyd]

11 hours ago, Tonis said:

Any updates on the progress?

 

7.7 is now available. Major updates are always an adventure. Please let us know how it goes when you update and if you have any problems.

Edited December 26, 2024 by Floyd

[TheKid23]

49 minutes ago, Floyd said:

 

7.7 is now available. Major updates are always an adventure. Please let us know how it goes when you update and if you have any problems.

Looks a lot different 

[BigMAC]

2 hours ago, Floyd said:

 

7.7 is now available. Major updates are always an adventure. Please let us know how it goes when you update and if you have any problems.

No problems. Installation was easy and no problems. So great update. I just noticed that I'm the app reporting of meeting attendance is different for weekly meetings compared to weekend? There is no box for the online attendees? Besides that everything is fine.

[kurttkrueger]

Seems like there are a couple of issues with 7.7 and app version 3.6. 

 

Getting reports of assigned territory maps (congregation and personal) disappearing for app users on Apple devices. 

 

Have seen this first hand, and had to make a minor change to a map assigned (added a test note) to force it to resync. 

[foghorn]

3 hours ago, Floyd said:

7.7 is now available. Major updates are always an adventure.

All our assigned territories disappeared from the Publisher App, even after it was updated to match new NWS!!

Edited December 26, 2024 by foghorn
clarification