Docs/Troubleshooting/Common issues
Troubleshooting

Start with the symptom, then narrow the cause.

Use this guide when something feels wrong but you do not yet know whether the problem is access, sync, data quality, workflow choice, or feature availability.

Audience

Admins and engineers who need a quick decision tree before escalating to support.

Use this guide for

Common day-to-day issues that can often be explained from the current state of the product.

Escalate when

The symptom persists after the checks below or the record now risks being incorrect.

Cannot see the record you expect

  1. Check whether you are in the correct organization and using the correct account.
  2. Check filters, date ranges, and status filters before assuming the record is missing.
  3. For mobile visits, confirm the inspection is actually assigned to the engineer and dated correctly.
  4. For admin desks, confirm the record was not archived, moved, or linked under a different account/site context.

Work is complete locally but not visible to the office

  1. Check sync state first. This is the most common reason a finished mobile record is not visible in the portal yet.
  2. Confirm the visit reached final sign-off and certificate generation rather than stopping after checklist completion only.
  3. Return to the inspection or sync tools once you have stable connectivity and check whether uploads are still pending.

The output looks wrong

  1. If the certificate or report looks incorrect, fix the underlying site, inspection, defect, or branding data first.
  2. Regenerate the output after the source record is corrected rather than sending the bad document with an explanation.
  3. Check organization naming, site naming, and whether the visit was completed in the correct workflow.

Evidence is missing or unclear

  1. Re-open the visit context and confirm whether photos, notes, or signatures were actually attached to the right inspection or defect.
  2. Where the issue is still recoverable on site, capture the missing evidence before you leave.
  3. If the evidence is ambiguous rather than absent, add clarifying notes or annotations instead of hoping reviewers infer the intent.

A feature is missing

  1. Check whether the feature is gated by workspace access, plan, or enabled features.
  2. Use the reference page if you need a quick reminder of which features are commonly gated.
  3. If the feature should be present for your role but is missing consistently, contact your admin or Deucalion support.

What to include when you escalate

  • The site, inspection, quote, work order, or account involved.
  • The device state or route/page you were on.
  • What you expected to happen.
  • Whether sync had completed when the symptom appeared.

Next steps

Need a product definition instead of a fix? Use the shared reference page.

Reference page Email support

Last updated: .