Guide navigation
Troubleshoot a problem and get help
Collect the details support needs to investigate a problem without losing your work.
On this page
Before you start
- If the app has unsynchronized data, keep it on the device while investigating.
Check the context
Check your account, organization, filters and connection. For a missing option, ask an administrator to check roles and modules. For missing data, check synchronization first.
Record what happened
Note the time, page or screen, work order number and exact message. Describe what you did and the expected result. A screenshot can help, but review it to avoid including unnecessary client data.
Send a support request
Open Support in the menu or use Report bug where available. Include steps, app version and device or browser. For synchronization problems, add pending-item status. Never send passwords or access codes.
Check the result
Support receives enough information to investigate while local work is preserved.
If something gets in the way
Should you reinstall the app?
Not while responses, photos or operations are pending. First confirm that all work reached the server and follow support instructions.