Troubleshooting

Most problems in the field come down to one of four things: a permission you don't have, a template that isn't published, a device that wasn't prepared for offline, or a browser that hasn't been given camera access. This page covers those and the rest of the common ones.

Signing in

I've forgotten my password. Use Forgot password on the sign-in page — see Log in.

My organization uses single sign-on and the password box doesn't work. Sign in through your identity provider instead. If SSO isn't offered, your admin hasn't finished setting it up — see Organization settings.

I signed in but the app looks empty. A brand-new organization has no sites, asset types, or templates yet. An admin needs to work through Prepare your organization.

Starting an inspection

The asset I want isn't in the list. Either it hasn't been created, or it belongs to a site your role doesn't cover. Site-scoped roles only see their own sites — check with your admin. See Manage your assets.

"No template published" next to an asset. The asset's *type* has no published template. Templates in draft can't be used. An admin needs to publish one — see Create templates.

I can only see the Audit tab, or only the Asset tab. That's your permissions. Asset inspections and audits are separate capabilities, and your role may only have one.

During an inspection

I can't submit. Something required is missing. Check for:

• Questions marked with \* that have no answer
• Response options that require a photo before they'll accept
• Response options that require a note
• Fields showing a validation message

Scroll back through the sections — required items that are unanswered are highlighted.

Questions appeared or disappeared as I answered. That's intended. Templates can use conditional logic to show follow-up questions only when they're relevant.

My answers didn't seem to save. Answers save as you work. If you genuinely lost input, you were most likely signed out — reopen the inspection and it will be where you left it.

I need to change a completed inspection. You can't. Completed inspections are locked so they stay reliable as evidence. Start a new inspection, or ask an admin what your organization's process is.

Photos

The photo won't attach. Very large images from high-resolution cameras take time to upload on a weak connection. Wait for the upload to finish before moving on. On a poor signal, the photo is held on the device and uploaded when you sync.

The camera won't open. See QR scanning — it's the same browser permission.

My photos aren't in the report. Photos taken offline appear once the inspection has synced. Check the inspection's badge in the list first.

QR scanning

Nothing happens when I point at the code. Clean the lens, add light, hold steadier, and move closer so the code fills more of the frame. A scratched or faded label may need reprinting.

The camera never starts. Two causes:

• Permission — allow camera access for the site in your browser settings, then reload the page.
• Connection security — browsers only give camera access over a secure (HTTPS) connection.

"Asset not found". The code belongs to a different organization, or the asset has been removed. Check it still exists under Assets → Manage Assets.

More detail: QR codes.

Offline and syncing

The app won't open with no signal. The device wasn't prepared. Offline access requires running Account → Prepare for offline *while you still have a connection*. See Using LambdaAssetCheck on a phone.

I'm offline and my asset isn't there. It wasn't in the data downloaded to the device — usually because it was added after you prepared, or its site wasn't included. Reconnect and prepare again.

An inspection shows "Sync Failed". It is still safe on your device. The app retries automatically; the badge shows how many attempts have been made and when the last one was. Reconnect to a stable network and use Sync now on the Account page. If it keeps failing, raise a ticket before clearing browser data.

How do I know something reached the server? Its badge clears. Anything still showing Offline, Pending Sync, or Sync Failed has not been submitted yet.

Meter readings

A meter question didn't record a reading. Meter readings are stored against an asset, so the inspection has to be linked to one. Two cases where it isn't:

• Audit inspections are site-wide and have no asset. Meter questions on an audit won't create readings — this is expected.
• An asset inspection started without picking a specific asset, or from a schedule that targets an asset *type* or site rather than one asset.

Start asset inspections by selecting the specific asset, and point schedules at specific assets where you can.

Work, tasks, and flags

A failed answer didn't create a work request. The response option has to be *configured* to raise one. Check the template's response options — see Templates.

I can't change a work item's status. Three possibilities:

• You're trying to move it backwards — that's blocked for everyone, including admins.
• The item is Completed or Cancelled, which are final.
• You need *work requests → update* or *tasks → manage status*, unless you created or were assigned the item.

See Work management.

I can't close a flag. Flags with open remediation tasks can't be resolved until those tasks are closed. See Compliance and flags.

I only see work assigned to me. That's how field-worker roles are scoped. Site managers see their sites; owners and admins see the whole organization.

Menus and pages you can't see

If a menu item is missing, you don't have the permission behind it. A few that catch people out:

Ask an admin to review your role — see Roles and permissions.

Get help

If none of the above fits:

1. Raise a ticket in the app — Support → Report an issue. This is the fastest route, because it carries your organization and account context with it. Track it under Support → My cases.
2. Email support@lambdaassetcheck.com.

Whichever you use, include what you were doing, what you expected, what happened, and a screenshot. If it's about a specific record, include its number — the inspection number or work item number.

Related articles

• Conduct an inspection
• Using LambdaAssetCheck on a phone
• QR codes
• Roles and permissions