FAQ

How do I contact support?

There are a few ways to contact us. The first way is to create a ticket by pressing the question mark icon at the top of the TreeKeeper page and then following the link. Other ways to contact us include:

• Our support line: (833) 893-4525

• Our support email: treekeepersupport@davey.com

How do I add a user?

Adding user accounts is restricted to Administrative level users. Adding or editing user accounts can be accomplished through the User Management section of the Admin Center.

How do I reset a password or account?

If you have forgotten your password and need to reset it from outside of TreeKeeper, see Personal Password Reset. Keep in mind that usernames are case sensitive and entering the wrong username could be the source of login issues.

If you’re an admin level user and need to reset a password or account, see User Management.

How can I limit my Contractor to only see certain sites?

Unfortunately we don't have a way of restricting what individual users can see on a given layer.  However, we do have some security measures in place that restrict what certain users are able to edit.  Here are the steps I would recommend to make it simple for the contractor to log in and find sites you'd like them to prune.

1. Open the Administration Center to configure the system:

   • Use Work Crew Management to add a crew for the contractor.  When you add pruning work records to the sites they'll be working on, assign the work to this new crew.  This will allow them to edit those work records. 

   • Use User Management to create user accounts for the contractor's employees.  Make sure you set the Security Level = "Contractor" to restrict their edit rights to work records assigned to their crew.  At the very bottom of the add user form, enter the crew name you want the user to be a part of.

   • Use Group Management to add a group for the contractor.  Add the users to the group and include yourself so you can see what they see!  When you set up the quick filter, you will make it visible to this group.  

2. Find sites you want them to prune and add work records assigned to their crew name.

3. Create a Quick Filter that searches for requested and/or scheduled work records assigned to that crew.  When saving the Quick Filter, restrict it to their group and check the box to "Alert Group with Filter."  This will force the homepage to load when the user(s) logs in if there are any sites that meet the search criteria.  

Following these steps configures the system so that anytime the contractor logs in, their homepage will load if there's requested/scheduled work assigned to their crew.  All they have to do is click the quick filter link and the results will load on the map! 

What do I do when a tree is removed?

When a tree is removed there are a few different ways to update this in TreeKeeper. If you want to keep the historical work/call/site information, the best way would be to change the Species of the site to Stump or Vacant Site. If you don’t plan on replanting, you can assign a species value of “Vacant site retired”, “Obsolete site” or something similar. If you’re not concerned about keeping the historical data, you can delete the site.

For more information, see Life Cycle of a Tree Site.

How do I change multiple things at the same time?

If you want to change multiple sites, work records, or calls at the same time you would use the Global Edit feature. With this, you will be able to change attribute values for multiple sites or records in one edit process. Your user account may or may not be granted access to this feature (only admin level users can adjust this setting via the Admin Center’s User Management link).

For more information, see Global Editing.

What do I do if I accidentally deleted or change data?

We can help with this! Just provide as much information as you can about when and what data you deleted or edited. A timestamp and a list of IDs will be the best way for TreeKeeper Support to find and restore the data.

What are Transfer Values?

Transfer values are values that, when set up, will automatically fill in information for new sites by pulling values from the nearest feature of a reference or another data layer. A common example of Transfer Values might be “Address and Street” auto-populating from the nearest parcel polygon or “On Street” auto-populating from the nearest street centerline.

Transfer Values can also be manually assigned via the Site Edit form by clicking on the appropriate source map layer feature. For example, if the address number wasn’t correct, you could reassign by activating the Transfer Group and clicking the correct parcel polygon you’d like the address pulled from.

Note: Transfer Values require the source map layer to have valid values for their target attribute. For example, if pulling a street name from a parcel, the parcel layer’s street name must have a match in the system’s Street List.

What are reports?

Reports are a way of viewing your inventoried data in a spreadsheet format. Reports can be created in listing or summary formats allowing you to choose which attributes you’d like included and limiting the results based on entered criteria. A good example of a summary report would be one that includes the count of a particular species in a specific park along with the average trunk diameter. For more information, see Custom Reporting.

To build a custom report please, see Building a Custom Report.

Why is my screen pink?

A pink screen means that one or more of your map layers are unable to load correctly. If none of your layers are loading then it’s an issue with our servers and we will get that fixed as soon as possible. If only a few of your layers are pink then this is a problem with those layers, so please contact us so we can help out.

Why aren’t my layers up to date?

All reference layers displayed in TreeKeeper are hosted on our servers so they will not be updated unless you ask us to update it and send us the required files. We are happy to update any of your map or site information!

Why am I only seeing parts of my data?

This can be caused by a couple of different things. The most common is that you have a quick filter on, which can be turned off by selecting “clear form” before you search for something. If this doesn’t work, please don’t hesitate to contact TreeKeeper Support.

What tablet does TreeKeeper support?

With TreeKeeper 8 being a web-based application it supports both Android and iOS devices. The only requirement for devices is a sufficient amount of RAM. We suggest a minimum of 8GBs. We also suggest using Chrome or Safari as a browser. If you have a more in-depth question please let the TreeKeeper Support Team know. For more information, see Recommended Mobile Devices for TreeKeeper.

Why is my location inaccurate while using TreeKeeper on a mobile device?

Making sure your device is using cellular data as well as ensuring Precise Location is enabled in your browser settings will give you the best location accuracy while using TreeKeeper on a mobile device. For more information, see Location Inaccuracies While Using TreeKeeper on a Mobile Device.

Why is my Center Me/Follow Me disabled?

Devices need location services enabled to allow the Center Me/Follow Me functionality. If this service is disabled, we can enabled it on various devices. More information on how to enabling location services, see Why is my Follow Me/Center Me Not Working?

How do I download/export data?

Data can be downloaded in Shapefile, Access, or Excel format through the Data Transfer tool, located in the sidebar on the left. This will include all attributes in the data.

Data for selected sites can also be exported in Excel, CSV, or PDF format through the Data Grid. The exports can either include all attributes in the data or only specified attributes based on what’s present in the Data Grid. For more information, see Exporting Data.

How do I view/download my uploaded files?

Files can be viewed and downloaded on the View Site form, or through the File Review tool for multiple sites.

For information about terminology or support levels and costs, see Terminology.