> For the complete documentation index, see [llms.txt](https://knowledge.out-smart.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledge.out-smart.com/issues-and-troubleshooting/troubleshooting-checklist-start-here.md).

# Troubleshooting checklist: start here

Before you look into a specific problem, complete these quick checks first.

Most issues that suddenly appear are fixed by one of these checks.

This applies to common mobile app symptoms, including:

* Work orders not appearing
* Forms not visible
* Materials not saving
* Notifications not showing
* Login problems
* Sync problems

{% hint style="info" %}
This page is step zero. It does not replace specific troubleshooting.

If these checks do not solve the issue, use the relevant troubleshooting hub.
{% endhint %}

### Introduction

When OutSmart stops working, it can look like a product issue.

Most reported issues are solved by two actions:

1. Update the mobile app.
2. Clear browser data for BackOffice issues.

These checks save time and often solve the issue immediately.

### Why these checks matter

#### Update the app first

App updates include fixes for intermittent or unexpected behavior.

An older app version can show issues already fixed in a newer release.

This is the most common fix for issues that look like bugs.

Each OutSmart app updates differently:

* **iPhone or iPad:** Update through the **App Store**.
* **Android OutSmart app:** Update through the **Google Play Store**.
* **OutSmart NEXT:** Use the built-in update prompt or option.

#### Clear browser data for BackOffice issues

The BackOffice runs in a web browser.

Browsers store cookies and cached files to load pages faster.

Outdated browser data can cause loading, login, or display issues.

Clearing this data gives you a clean, current BackOffice session.

### Checklist

{% stepper %}
{% step %}

#### Update the mobile app

Choose the option for the device:

* **iPhone or iPad:** Open the **App Store**, search for OutSmart, then select **Update**.
* **Android OutSmart app:** Open the **Google Play Store**, search for OutSmart, then select **Update**.
* **OutSmart NEXT:** Open the app and use its update prompt or option.

If no update appears, the device has the latest version.
{% endstep %}

{% step %}

#### Reopen the app and test again

Fully close the app, then open it again.

Run a synchronization if the app needs current data.

Check whether the original problem is resolved.
{% endstep %}

{% step %}

#### Clear cookies and cache for BackOffice issues

Do this only when the problem occurs in the BackOffice.

In the browser settings, clear **cookies** and **cached files** for the OutSmart BackOffice.
{% endstep %}

{% step %}

#### Sign in to the BackOffice again

Close the browser tab, reopen the BackOffice, and sign in.

Use a private or incognito window, if available, to confirm the fix.
{% endstep %}

{% step %}

#### Continue with the right troubleshooting hub

If these checks do not solve the issue, continue with the relevant troubleshooting hub.
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
Tell support when you have completed these checks. Continue with the relevant hub if needed.
{% endhint %}

### FAQ

<details>

<summary>How do I check my app version?</summary>

On the device, open the app settings or about screen.

An administrator can also check each employee's version in **Paired devices**.

</details>

<details>

<summary>No update appears in the App Store or Play Store. Is the app current?</summary>

Yes. No **Update** button means the device has the latest version.

</details>

<details>

<summary>Can I make the app update itself automatically?</summary>

Yes, but this is set on your phone or tablet, not inside OutSmart.

OutSmart cannot update the app for you. Automatic updates are controlled by your device's app store:

* **iPhone / iPad:** open **Settings → App Store** and turn on **App Updates**.
* **Android:** open the **Play Store**, tap your profile → **Settings → Network preferences → Auto-update apps**, and choose your preferred option.
* **OutSmart NEXT:** update through its own update mechanism when prompted.

With automatic updates on, your device installs new app versions on its own, which prevents most "it suddenly stopped working" problems.

</details>

<details>

<summary>How does OutSmart NEXT update?</summary>

OutSmart NEXT uses its built-in update mechanism. It does not use the normal store flow.

</details>

<details>

<summary>Will clearing cookies and cache delete my work orders?</summary>

No. This only clears browser data stored locally.

Your BackOffice data stays safe. You must sign in again afterward.

</details>

<details>

<summary>Should I clear my browser for a mobile app problem?</summary>

No. Clearing browser data only affects the BackOffice.

Update the mobile app first.

</details>

<details>

<summary>What if the checks do not fix the issue?</summary>

Continue with the relevant troubleshooting hub.

</details>

### References

* [Synchronise the mobile app](/mobile-app/general-mobile-app/synchronise-the-mobile-app.md)
* [Paired devices](/mobile-app/general-mobile-app/paired-devices.md)
* [Early access and troubleshooting](/mobile-app/android-outsmart-next/early-access-and-troubleshooting.md)


---

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