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Mobile Troubleshooting

Can't sign in​

Problem: The app shows an error when trying to sign in.

Solutions:

  • Verify your email and password are correct by signing in on the web
  • Make sure your account has been verified (check for a verification email)
  • Check that you have internet connectivity
  • If your session expired, sign in again with your credentials

Not receiving push notifications​

Problem: You're not getting notifications on your device.

Solutions:

  • Check device settings: ensure notifications are enabled for Plantrunner
  • Open Plantrunner settings and verify your notification preferences
  • On Android, check that battery optimization is not restricting the app
  • Sign out and sign back in to re-register the device
  • Ensure the app is updated to the latest version

Data not syncing​

Problem: Service visits or other data created offline aren't appearing on the server.

Solutions:

  • Check your internet connectivity -- sync triggers automatically when you come back online
  • Open the app to ensure sync is active (sync happens when the app is in the foreground)
  • Look for sync status indicators in the app -- pending items show a sync badge
  • If sync fails, the app retries automatically with increasing delays (up to 5 attempts)
  • If items remain stuck after multiple retries, try signing out and back in to reset the sync queue

App is slow or unresponsive​

Problem: The app feels sluggish or takes a long time to load.

Solutions:

  • Close and reopen the app
  • Check your internet connection speed
  • Clear the app's cache in device settings
  • Make sure you're running the latest version of the app

Photos not uploading​

Problem: Photos taken during service visits aren't uploading.

Solutions:

  • Photos sync together with the service visit when you check out. If the visit hasn't been completed, photos won't upload yet
  • Check your internet connectivity -- photos upload when the visit syncs
  • Large photos take longer to upload over slow connections
  • Verify the app has permission to access your camera and photo library

Map not loading​

Problem: The map view isn't displaying or shows a blank area.

Solutions:

  • Check your internet connectivity (maps require an active connection and cannot work offline)
  • Close and reopen the app
  • Ensure you're running the latest version of the app

Sync shows failed items​

Problem: The app shows items that failed to sync even after retrying.

Solutions:

  • The app automatically retries failed syncs up to 5 times with increasing delays
  • If items still fail after all retries, check your internet connection stability
  • Try signing out and back in to reset the sync queue
  • If the problem persists, the data may need to be re-entered

Need more help?​

If you're experiencing an issue not covered here, see Contact Support.