Where: UtilityScout, on the phone.
When you finish: you have done the safe first check for what you can see, protected the work on the phone, and have what we need if you report it.
The one rule. If something is wrong, do not sign out and do not reinstall while work is unsent. Protect the data on the phone first, then troubleshoot.
Find what you can see
You see | It means | Do this |
The counter says zero after a morning of work | It counts measurements, not the poles you placed. Zero of seven means seven objects, none measured yet | Nothing. It is correct. See Find your way around the map |
The camera is black | Usually camera permission. When adding a photo to a field the app says so with a Settings button; the high-accuracy camera just stays black | Phone Settings, UtilityScout, allow Camera, then try again. Still black: close the app fully and reopen |
It will not stop saying Syncing | Connection, the switch, or a photo backlog | Check the connection; check the switch beside the pill is on (Paused means you turned sending off); tap the pill; give it time; stay open with signal. Settings also shows your unsynced file count, Force File Sync, and Retry Failed Syncs if any failed. See Check that your work is syncing |
A guy wire's numbers did not save | You used the outer card's confirm, which discards | Reopen the guy, re-enter, save inside the editor. See I changed a guy wire's numbers and confirming did nothing |
No line template configured when drawing a span | Your configuration is missing a line template for that type | Tell your admin which type. See "No line template configured" when I draw a line |
AR will not start, or a message that the processor is busy | The phone is hot or under heavy load. Expected, not a broken app | Close background apps, screen off for a minute to cool, try again. Then close UtilityScout fully and reopen |
You've been signed out | Your session expired. Your work is on the phone | Re-authenticate. See When UtilityScout asks you to sign in again |
Before you report anything
Tap the person icon, Settings, Upload Diagnostic Data. It sends a copy of what the app holds, including local job data and photos still waiting to sync, labelled with your name, so engineers can find it. Far more accurate than the version number, which does not reliably say which build you are on.
Tap the ? on the map for tutorial videos and Chat. Try them before you get out of the truck.
If that did not work
Tell us: the job you were in; what you were doing, in your own words; what you saw, including anything written on screen; whether it has happened before. Send it from Get help from Cloneable.
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