Troubleshooting

Stuck queue, duplicate jobs after sync, conflict screens. Finish the job offline, then reconnect on a stable network and open Queue status. If a conflict appears, keep the server version or yours as prompted. Still stuck? Email support with the queue count and device.

Check camera permission, storage space and file size. Large MTRs should be PDF. Retry on Wi‑Fi. If the thumbnail is missing but the file is on the job, refresh the job.

Reset password from the sign-in page. For /tech, confirm company code and PIN. Wrong role? An owner can change roles under Users. Permission errors return a clear message when a feature toggle is off.

Onboarding incomplete, failed charge, refunds and webhook delays. Stay in Training mode until a test charge succeeds. For a failed live charge, retry or use another card; refunds appear on the invoice history.

Token expired, item mapping gaps or duplicate customers. Reconnect under Settings. Map items before the first invoice sync. Duplicates: merge on the accounting side, then re-sync.

Install the app from the QR code, allow camera, and disable aggressive battery savers that kill background sync. Use high-contrast mode in bright yards. Large gloves: use the big-target layout.

Forwarding not working, no ticket, or missing recording. Confirm the forward is unconditional to the platform number. Check that Phone-to-ticket is on for the company. No ticket? Tickets are in-app, not email.

No location, wrong arrival, or geofence only in the foreground. The tech app needs location permission while in use. Arrive/leave updates when the phone is open on the job. Rural GPS drift can delay arrival — dispatcher can set status manually.

Bounces, spam folder, custom domain DNS. Confirm the customer address. Ask them to allow-list your from-address. Custom domain: finish DNS before switching from the default.

No summary or quota reached. Summaries need a completed recording/transcript. At 80% of call-minute usage you get an alert; at the limit new AI summaries pause until the next cycle or a plan change.

Continuity not extending, wrong expiry, lapsed welder blocked from suggestion. Confirm the process on the weld log matches the WPQ process. Check the per-code window (default 6 months). Lapsed welders can be scheduled only after a new test is recorded.

Thickness or position outside the WPS range. Pick another WPS or update the procedure with a supporting PQR. Warnings do not block save; they flag the job for QC.

Missing heat number or MTR. Receive the material before consuming it on a weld. Upload the MTR PDF on the receipt. Re-run the report after saving.

Reject without a repair link. Create the repair weld from the NDT note, then record the re-inspection before closing the job (when that setting is on).

Counts wrong after a job. Confirm the weld log consumed the right lot. Adjustments are logged on the inventory item. Cylinder rental overdue shows on the dashboard.

Reminder not received. Check the interval on the equipment type and the office email. Overdue units still appear on the dashboard even if email fails.

Board times look wrong. Set the company time zone in Settings and ask techs to keep the phone on automatic time zone.

Use a current desktop browser for the office app. Clear cache if assets fail to load after an update.

Clear sample data from the trial banner or Settings. This cannot be undone. Export first if you typed real data into the demo company.

Download the template, keep headers, UTF-8 encoding. Rows that fail show a line number and reason. Fix and re-import only the failed rows.