TroubleshootingA problem-oriented guide that maps symptoms to causes and fixes.
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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 | Confirm sync completed after the engineer finished the record. |
| 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, and evidence uploaded before regeneration. |
| 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. |
| An activity or collaboration view is missing | Confirm whether the signed-in user has the admin-facing Collaboration desk or only their own notification inbox. |
| 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. |
| The Activity Feed looks too broad or too noisy | Filter by resource type, event type, or actor before escalating it as a history bug. |
| The Activity Feed returns a permission error or cannot be loaded | Confirm the signed-in account has org admin or owner role. Engineer accounts are not permitted to query the feed. |
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.