The following instructions will help you self-diagnose potential errors that could be impacting your use of ExpertConnect.

Voice Calling Issues

For issues specific to phone calls, please follow the steps in this article: Troubleshooting Voice Issues (Jitter, Latency and Static) - ExpertConnect (deere.com)

Non-Voice Calling Issues

Please go through the follow steps in order to troubleshoot issues in ExpertConnect. 

1. Complete the following device checks

• Log out of ExpertConnect and log back in
• Ensure you are running on strong internet connection 
• Check your calling preferences to ensure you have at least one device set to ring for incoming calls
• Mobile App Specific: 
  • Delete the ExpertConnect app from your device and reinstall it. This will reset your permissions and ensure you have the most up-to-date version of the application.
  • Android users: Clear your cache
  • Login issues: ensure your default browser is Chrome
• Web Dashboard Specific: 
  • Clear your cache
  • Ensure your browser is on the most up-to-date version. Microsoft Edge is recommend. 
  • Ensure your default computer audio input and output default settings are correct. 

2. Run the diagnostic tool on your device

Use ExpertConnect's diagnostic tool to check your device preferences & identify potential errors. If errors are found, work with your IT team to resolve. 

• Web Dashboard Issues - Access Here

• Mobile App Issues
  1. Open the mobile app and on the upper right side of the page, click settings icon. 
  2. Select Troubleshoot at the bottom of the page and click continue. 
  3. Follow the prompts at the bottom of the page until you are prompted to submit a diagnostic report. 

3. Create a support ticket with ExpertConnect

If you are not able to troubleshoot and resolve your issues, email expertconnect@johndeere.com or create a support ticket in the platform. 

When submitting an issue to ExpertConnect, please include the following information in your message:

• Detail description of the issue - the more specific the better! 
• Is this issue happening on the mobile app, web dashboard, or both? 
• How frequently is this issue happening (all the time, sometimes, once)?
• Timeframe of when this issue started happening.
• Which users are reporting this issue at your dealership? 
• Ticket number(s) where the issue occurred.
• When possible, include screenshots or screen recordings of the issue.