Work orders don't appear on my device

Why planned work orders may not show up in the app, and how to get them to appear.

Work orders don't appear on my device

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 An outdated app version is the most common cause.

Introduction

Sometimes a work order is planned in the BackOffice but does not show up in the app.

In most cases the work order is fine; the device just has not received it yet, or a setting is hiding it.

Detailed explanation

A work order only appears in the app when several things line up:

• The app is up to date. Older app versions can miss work orders that a newer version shows correctly.
• The device has synced. New and changed work orders only appear after a successful synchronisation.
• The work order is far enough along. A work order becomes visible in the app once it reaches the stage that releases it to the field (for example, once it is planned and set to the "Pending" stage). Work orders that are only registered or still being prepared may not appear yet.
• The employee is assigned to it. If the work order is not assigned to that employee, it will not show on their device.
• The date is within the sync window. An administrator can limit how many days ahead the app pulls in work orders. A job planned further in the future than that limit will not appear yet.
• Visibility settings allow it. Access to work orders is controlled in Device policies and settings in the BackOffice.

Step-by-step guide

1

Update the app and sync

Make sure the app is on the latest version, then run a synchronisation. See Troubleshooting checklist: start here and Synchronise the mobile app.

2

Confirm the employee is assigned

In the BackOffice, open the work order and check that it is assigned to the employee whose device is missing it.

3

Check the work order stage and date

Confirm the work order is planned and set to the stage that releases it to the app, and that its date falls within the number of days the app is allowed to look ahead.

4

Check the app visibility settings

In the BackOffice, open Settings → Device policies and settings and confirm the work order module and sync options are enabled for that employee. Custom settings can differ from the default for a single employee.

5

Close, reopen, and sync again

Fully close the app, reopen it, and synchronise once more.

FAQ

"My work orders are gone" / "the work order I got yesterday isn't there anymore"

Completed work orders leave the active overview. Depending on your settings, cancelled or completed work orders can also be hidden after a set time. Check the Archive and confirm the app has synced.

"A colleague can see the job but I can't"

The work order is likely not assigned to you, or your device has custom app settings that differ from your colleague's. Check the assignment in the BackOffice and the employee's Device policies and settings.

"I planned it for next month and it's not on the phone"

The app only pulls in work orders within a set number of days ahead. A job planned beyond that window appears closer to its date.

Nothing appears at all, even old work orders

Check the internet connection, confirm the employee is signed in with the correct account, then update and re-sync.

References

• Troubleshooting checklist: start here
• Synchronise the mobile app
• Device policies and settings
• Paired devices