Troubleshooting A problem-oriented guide that maps symptoms to causes and fixes.
all troubleshooting access sync certificates imports exports
Troubleshooting Common Issues Follow symptom-based fixes for access, sync, missing records, certificates, imports, exports, and feature visibility problems.
Before you start You can identify the workspace, site, inspection, or record involved. You know whether the issue is happening in admin, mobile, or both. Expected outcome You can separate access issues, sync issues, data-quality issues, and feature-availability issues before escalating.
Symptom What to check A user accepts an invite but does not land in the expected workspace Re-open the browser invite flow, confirm the target workspace, then sign back into admin or mobile. A feature is missing for one user but not another Check workspace role and enabled features before treating it as a bug. A field resource is missing from scheduler or inspection assignee pickers Confirm the member belongs to the correct workspace and has field work enabled rather than office-only status.
Symptom What to check The office cannot see a finished visit Open Sync Status on the device. Pending, Failed, Blocked, and Conflict require different recovery; local completion is not server acceptance. The app restarted after poor connectivity Re-open the visit and confirm the latest local state before continuing. A certificate or report looks stale Verify the latest visit notes, defects, evidence, and completion reached the server before regeneration. Offline completion does not open a certificate until sync succeeds.
Symptom What to check The wrong checklist items are showing Confirm the service type, asset context, and whether the asset register changed after the visit started. The wrong site or customer context appears on a document Trace the record back to the site, customer, quote, or work order that created it. Dashboard Activity is missing Confirm the signed-in user is an organisation admin or owner. Engineers only receive their personal notification bell.
Symptom What to check A CSV export is rejected Check required columns, identifiers, and whether you exported the correct workflow dataset. A CRM or CMMS import template fails validation Compare the file to the published template and check the required columns exactly. A staged import run will not move past warning or conflict Review candidate matches, accept only intentional warnings, and use the issue CSV to correct the source file before applying. A connected-system sync looks wrong Review sync history, linked entities, and conflicts before retrying the connection.
Symptom What to check The notification bell looks empty when you expected a mention Confirm the comment mentioned the signed-in user directly and refresh the workspace after the event was created. Dashboard Activity looks too broad or too noisy Filter by resource type, event type, actor, or date before escalating it as a history bug. An old Activity Feed link opens Dashboard This is the current redirect. Use Dashboard's Activity section. Dashboard Activity returns a permission error Confirm the signed-in account has organisation admin or owner role. Engineer accounts are not permitted to query it.
Include:
The workspace, site, inspection, quote, work order, or customer account involved.
Whether the issue is admin, mobile, or both.
Whether sync had completed when the symptom appeared.
What you expected to happen and what actually happened instead.