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Troubleshooting checklist: start here

The first thing to check before troubleshooting any mobile app or BackOffice problem. Update the app first, and clear your browser if the issue is in the BackOffice.

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

This page is step zero. It does not replace specific troubleshooting.

If these checks do not solve the issue, use the relevant troubleshooting hub.

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

1

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.

2

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.

3

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.

4

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.

5

Continue with the right troubleshooting hub

If these checks do not solve the issue, continue with the relevant troubleshooting hub.

Tell support when you have completed these checks. Continue with the relevant hub if needed.

FAQ

How do I check my app version?

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

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

No update appears in the App Store or Play Store. Is the app current?

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

Can I make the app update itself automatically?

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.

How does OutSmart NEXT update?

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

Will clearing cookies and cache delete my work orders?

No. This only clears browser data stored locally.

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

Should I clear my browser for a mobile app problem?

No. Clearing browser data only affects the BackOffice.

Update the mobile app first.

What if the checks do not fix the issue?

Continue with the relevant troubleshooting hub.

References

PreviousKnown Issues & Workarounds

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