Troubleshoot Common Problems
What to check first when the application does not behave as this guide describes.
Each entry below names what you are seeing, what may be behind it, and where the full procedure is documented. Where the cause is a configuration setting, your administrator has to change it — see What Your Administrator Controls.
A record stays in the Outbox and does not sync
The record failed a validation or posting check, or the device has no connectivity.
Full procedure: Recover from a Failed Synchronization.
A work order is missing operations, components, permits, Work Instructions, or forms
The records were never attached to the work order, or they were attached incorrectly.
Verify that the required operations, components, permits, Work Instructions and forms are attached correctly before you create or release the work order. See Create the Work Order.
Scheduled work is not progressing
The operation is unassigned, on hold, or scheduled work is at risk.
Work through the monitoring views before intervening: Review Unassigned Operations, Review Work on Hold, and Review Scheduled Work at Risk. Then reassign or reschedule.
A technician's timesheet needs correction
The submitted time or details do not match the recorded work.
Reject the entry with feedback so the technician can correct and resubmit it. See Approve or Reject a Timesheet.
A field, screen, or action described in this guide is missing
The module is disabled for your tenant or plant, the field is not part of the published field configuration template, or your role does not permit the action.
Your administrator sets all three of these in the iCWP configuration platform. Ask which setting applies to you — see What Your Administrator Controls.
AI-suggested work order details are not offered
AI agents are enabled individually at tenant and plant level, and they are unavailable while you are offline.
Restore connectivity first. If the suggestions are still not offered, ask your administrator whether that AI agent is enabled for your plant. See Start a Work Order.
A form you expected is not attached to the work order
Form auto-assignment rules match on equipment, functional location, task list, maintenance plan, or work order type. The work order matched no rule.
Add the form to the work order yourself. See Add Forms. Ask your administrator to extend the rule if the gap recurs.
Technicians report that a Work Instruction is wrong or unclear
Feedback raised against a published instruction is waiting for review.
Review and act on the feedback. See Act on Work Instruction Feedback.