Offline Problems
These steps cover problems that occur specifically when the mobile app is being used without an internet connection.
Stops Not Loading at All
If you open the app and the Today screen is empty despite having stops assigned:
If you have never had a signal today: The app needs at least one successful sync to cache your stops. Drive to an area with signal, open the app, and wait for the first sync to complete. Your stops will then be available offline.
If you had signal earlier today: The stops should be cached. Try closing and reopening the app. If they are still missing, contact support.
Note
Stops are cached after the first successful load each day. If a dispatcher assigns new stops after you lost signal, those new stops will not appear until you reconnect.
Cannot Complete Stops Offline
If you tap Complete and receive an error:
- Check that the app shows the orange (offline) indicator — this confirms it is saving locally
- If you see a red error instead of orange, there may be a corrupted queue entry — note the error message and contact support
- Do not retry the same action repeatedly — duplicate completions may conflict on sync
Photos Not Appearing After Reconnect
Photos taken offline are the last items to upload because they are large:
- Check that you have stable signal (not just weak bars)
- Keep the app open in the foreground for a few minutes
- Confirm the sync indicator turns green before leaving the area
- If photos are still missing after an extended period, contact support with the job date and customer name
App Shows Wrong Date or Stale Data
If the Today screen shows yesterday's stops or doesn't reflect recent dispatcher changes:
- Pull down on the Today screen to force a refresh
- If refreshing fails, check your signal
- Log out and back in if the issue persists after you have a strong signal
After Extended Offline Periods
If a technician was offline for an entire day or longer:
- When signal is restored, allow significant time for the sync to complete (all queued actions + photos)
- Monitor the sync indicator — do not close the app until it shows green
- Review the dispatch board in the office to confirm all completions arrived correctly
Warning
If the device is powered off or the app is force-killed during upload, queued items remain and will re-upload when the app reopens. No data is lost from a shutdown, but extended offline periods with many photos can take several minutes to fully sync.