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 appears as one Outbox record even though you changed several things
A work order and its operations, components, forms, issues, and measurements sync as one consolidated Outbox record.
Check the current activity shown against the record — it tells you which part is being processed. Wait for the record to clear before closing or completing the work.
Your timesheet was rejected
Your supervisor returned the entry with feedback.
Correct the entry, add a comment explaining the change, and resubmit it. See Correct and Resubmit a Rejected Timesheet.
The job has a permit or a linked JHA attached
Both are reviewed before the work begins.
Acknowledge the permit and review the linked JHA before starting. See Acknowledge the Permit for Your Job.
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.
None of these can be changed from the application. Ask your administrator which setting applies — see What Your Administrator Controls.
An AI-assisted capability is 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 capability is still not offered, ask your administrator whether that AI agent is enabled for your plant.
A Work Instruction is wrong, unclear, or does not match the asset
The published instruction needs correction by its author.
Report it from the instruction itself so the author receives it with the work order context. See Report a Problem with a Work Instruction.
Work Instruction media does not open while you are offline
Instruction media is downloaded separately from the work order record.
Download the instruction media before going offline. See Read the Work Instruction Before You Start.