Materials, photos, or forms won't save or won't show up

Why materials, photos, or forms may not save or appear on a work order, and how to fix it.

Materials, photos, or forms won't save or won't show up

Before you start, check Troubleshooting checklist: start here. An outdated app version is a common cause.

Introduction

Employees sometimes add materials, photos, or a form, but the information does not seem to save, or it does not show up in the BackOffice.

Usually the data is safe on the device and simply has not been sent yet, or a form was never linked to the job.

Detailed explanation

A few things affect whether added content saves and appears:

• The work order has not been sent yet. Materials, photos, and completed forms return to the BackOffice when the employee sends the work order. Until then, they stay on the device.
• The app is outdated. Older app versions can cause items or entered amounts not to save correctly. Updating often resolves this.
• The form is not linked to the work order. A form appears on a work order either automatically through its work type, or because someone added it manually. If neither happened, the form will not be there to fill in.
• The device has not synced. Recent setup changes (like a newly linked form) need a synchronisation before they appear.

Step-by-step guide

1

Update the app first

Confirm the app is on the latest version. See Troubleshooting checklist: start here.

2

Send the work order

Materials, photos, and forms return to the BackOffice only after the work order is sent. Send it and check the BackOffice again.

3

Check the form is linked to the work type

If a form is missing, confirm in the BackOffice that the form is linked to the work order, usually through the work type. See Use forms.

4

Synchronise and reopen

Run a synchronisation, then fully close and reopen the app so recent changes take effect.

FAQ

"The app freezes when I drag a photo" / "it hangs when I attach a file while closing the job"

If the app becomes unresponsive while attaching files during completion, first make sure the app is fully updated, as this kind of issue is often fixed in a newer version. If it continues, avoid attaching files at the exact moment you close the work order, and report it to support with the steps and your app version.

"I added materials but they're not in the BackOffice"

The work order most likely has not been sent yet, or the app needs updating. Send the work order after updating and check again.

"I can't see the form I need to fill in"

The form may not be linked to that work order, or the device needs to synchronise. Confirm the form is linked through the work type in the BackOffice, then sync.

"The amounts I entered changed by themselves"

This has been linked to outdated app versions. Update the app to the latest version and re-check.

References

• Troubleshooting checklist: start here
• Use forms
• Add photos, files, and notes
• Synchronise the mobile app