Troubleshooting for field workers
Who this is for: field workers.
What you will learn: what to try before you call the office.
Login
| Symptom | Try |
|---|---|
| Password rejected | Check Caps Lock and the workspace address; use the reset link |
| "Account blocked" | Call the office; do not create a new account |
| Two-factor code rejected | Set the phone clock to automatic; use a recovery code |
| App opens on the wrong workspace | Sign out and sign in with the workspace address |
Jobs and checklists
| Symptom | Try |
|---|---|
| Job not in My jobs | Refresh; the office may not have assigned it yet |
| Checklist item missing | It may be conditional; check the earlier answers |
| Cannot save a step | Required field or photo missing |
| Cannot submit | Required items, evidence, documents or time missing |
| Job returned for correction | Read the review note, correct, resubmit |
Photos and uploads
| Symptom | Try |
|---|---|
| Camera will not open | Check app permission for camera |
| Upload stuck | Move to signal/Wi-Fi; keep the app open |
| Photo too large | Retake at a lower resolution or choose from gallery |
| Wrong photo attached | Add the correct photo with a caption; tell the office |
Sync
| Symptom | Try |
|---|---|
| Pending sync for hours | Check connection; retry sync; keep the app open |
| Conflict warning | Read both versions; call the office before choosing |
| App slow | Close other apps; clear old photos after sync |
| App crashes | Note the job reference; restart; do not clear data |
Time and expenses
| Symptom | Try |
|---|---|
| Timer still running | Stop it and tell the office |
| Wrong time recorded | Ask the office to correct it with a reason |
| Receipt will not upload | Check file type/size; retake the photo; keep the app open until the queue clears |
| Receipt says "reading" for a long time | Wait for the queue; the image is safe. Reopen Expenses or sync later |
| Receipt failed | Tap Try again, or enter the merchant, date, total and VAT manually |
| Cannot submit an expense | Confirm every amber field and accept the totals checksum |
| Duplicate receipt warning | Cancel the duplicate, or add a note explaining why it is separate |
| Receipt pending after sync | Keep the app installed; do not clear data; tell the office if it persists |
Cases and lifecycle checks
| Symptom | Try |
|---|---|
| Case stuck as pending upload | Check connection, keep the app open, retry sync |
| Cannot acknowledge a case offline | Acknowledgement needs a server connection; it is never queued offline |
| Start-of-visit check blocks work | Contact the supervisor; do not bypass the gate |
| End-of-shift departure pending | The office has not received it yet; sync before leaving signal |
| Work hold still showing | Only an authorised release clears it; closing the case does not |
Safety and escalation
Call the office immediately if:
- you cannot access the site
- the asset does not match
- the work is unsafe
- you need a part you do not have
- the customer is abusive or threatening
What to include when you call
- your name
- the job title or reference
- the customer and site
- what you tried
- what you need
Check your understanding
- What are the first checks for a login problem?
- What should you do with a sync conflict?
- When should you stop work?
Related: Offline use and syncing · Glossary
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