5. Go live and keep it running

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.

Last updated: August 2026

Signing in

Symptom	What to do
I've forgotten my password.	Use Forgot password on the sign-in page — see Log in.
My organisation 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 Organisation settings. SSO does not show LambdaAssetCheck authenticator MFA; any second factor is at the identity provider.
I signed in but the app looks empty.	A brand-new organisation has no sites, asset types, or templates yet. An admin needs to work through Prepare your organisation.
After my password I see Two-step verification.	Enter the current 6-digit code from your authenticator app, or a recovery code, then Verify. See Two-step verification (MFA).
I'm asked to set up an authenticator after my password.	MFA is required for your account (owner/admin, or your organisation requires MFA for all password users). Scan the QR code, confirm a 6-digit code, save the recovery codes, then continue.
The authenticator code is rejected.	Wait for the next 6-digit code (they change about every 30 seconds). Turn on automatic date and time on the device that runs the app. If you keep failing, use a recovery code or sign in again — the verification session expires, and too many attempts are blocked for a while.
I lost my phone / authenticator.	Use a recovery code on Two-step verification. If you have no codes left, ask an owner or admin (not yourself) to Reset MFA on your user, then set up a new authenticator — see Reset MFA.
Challenge expired / "Sign in again".	Start over from the sign-in page. Complete two-step verification promptly after your password.
Too many attempts. Try again later.	Wait, then sign in again. Don't retry codes rapidly.
I signed in with SSO and was not asked for an authenticator.	Expected — even if MFA is required in LambdaAssetCheck. App MFA applies to password sign-in only. For a second step on SSO, use MFA at the identity provider.

Full MFA steps: Log in.

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 organisation'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 organisation, 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 organisation.

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:

Missing	Needs
Assets → Meters	Owner or admin, with assets → create
Administration	Owner or admin
Templates	Template management permissions
Sites other than your own	A role that isn't site-scoped, or access to those sites

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

Get help

If none of the above fits:

Raise a ticket in the app — Support → Report an issue. This is the fastest route, because it carries your organisation and account context with it. Track it under Support → My cases.
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.

Was this page helpful?