Troubleshooting

FAQ & Troubleshooting

Use the message on screen, your current permissions and the evidence workflow to diagnose common InspectAssets problems without guessing.

Common messages

Message / symptom	What it usually means	What to do
You do not have access…	Your current role lacks one of the route permissions.	Check the permission guidance for the workflow and ask your admin for the specific capability if it is required for your job.
Feature is not enabled for your account	The capability is plan-gated or not enabled for the tenant.	Confirm the subscription/tenant configuration rather than repeatedly changing user roles.
Not authenticated / invalid or expired token	Your application session is no longer valid.	Sign in again, then repeat the action once.
Inspection is not currently open for conduct	The inspection status does not permit field entry.	Return to Inspection Management and confirm scheduling/status rather than forcing the conduct URL.
Please fill the required field…	A mandatory inspection field is incomplete.	Complete the named field, then rerun the pre-submission review.
Required evidence gap	A template rule requires a photo/note for an inspected item.	Add the required evidence; do not change the assessment state simply to bypass the rule.
Prior inspection limitations could not be verified	The current inspection could not safely load the carry-forward limitation state.	Reload the inspection. Submission stays disabled so unresolved uncertainty is not silently lost.
No asset or inspection returned	The scanned/entered code did not match an accessible record.	Check the label/code, tenant/site context and permissions; try manual code entry to rule out camera error.
You do not have access to Accounting & Billing	Billing visibility is intentionally restricted.	Ask a tenant administrator if your finance responsibility genuinely requires billing permission.

Access and permissions

A feature in this guide is missing from my app

Read the permission guidance in the relevant chapter. This manual hides inaccessible chapters from navigation and search; a restricted direct link returns to the manual home. If your account lacks the required capability, the navigation may hide the feature entirely. If the permission is present, check whether the subscription enables it and whether your current tenant/assignment scope includes the data you expect.

Why does another user have more dashboard cards than me?

Dashboard access and dashboard data follow permissions and operational scope. Authorised management users can use the same Tenant Dashboard while still seeing different sites or teams, and field users can receive a different assigned-work view. This is intentional and should not be “fixed” by giving everyone broad permissions.

My role was changed but the menu has not updated

Refresh the application. If the session still carries the old permission set, sign out and back in. If nothing changes, ask the administrator to confirm the role assignment itself rather than recreating the user.

Inspection and evidence

Why can't I mark a finding on an inaccessible item?

Pass/fail findings belong to the Inspected state. If the item was inaccessible, record Inaccessible with the appropriate reason. This preserves the truth of what happened instead of creating a result for something that was never assessed.

Why did my coverage fall even though the asset health looks good?

Coverage and health measure different things. A good condition result can come from the items that were inspected while inaccessible/not-inspected/pending items reduce coverage. Review management uncertainty before treating the health result as fully decision-ready.

Why is normal approval unavailable?

The inspection has uncertainty that requires an explicit management decision. Choose Return for Clarification, Request Reinspection, Accept Limitation / Risk (with review date), or Reject as appropriate. The system intentionally prevents a simple approval from hiding the unresolved limitation.

How do I clear a previous limitation?

Open the current inspection's prior-limitations warning and use Review & Verify when the matching field is available. Inspect that field, provide current evidence and record resolution notes. If the limitation cannot be resolved through the current field item, manage it through Inspection Operations instead of falsely marking it complete.

Continuous condition connections

I registered a condition source but it still says Waiting for first reading

Registration only creates the asset-bound device/source record and issues the HTTPS endpoint plus one-time token. Configure the external gateway/integration with that endpoint and token, then send a valid reading. Return to the connection dialog and select Check connection, or open the Devices tab to confirm the Last reading time.

I selected MQTT, gateway or OEM cloud. Why did InspectAssets still give me an HTTPS endpoint?

The source type identifies where the evidence originates; it does not automatically configure the external broker, gateway or OEM system. The current direct onboarding flow expects that external system or bridge to send accepted readings to the HTTPS endpoint issued by InspectAssets.

Can the sender choose a different asset in each telemetry payload?

No. The credential is bound to the registered tenant, device and asset. Incoming telemetry is resolved through that registration so a device cannot use its token to submit evidence against an arbitrary asset.

Documentation and mobile sessions

Why does Documentation ask me to sign in again?

Open Documentation from the signed-in web app in the same browser profile. The manual checks the same API session and tries one cookie refresh if the access cookie has expired. A genuinely expired or revoked session requires sign-in. Locally, use the same hostname throughout: localhost and 127.0.0.1 have separate cookies. Local app, API and manual addresses come from their environment configuration. If the API is unreachable, the manual shows an error rather than repeatedly redirecting you.

The native mobile session does not automatically sign you into a separate browser. Mobile and browser sign-in are separate session contexts.

Does a failed location check sign me out?

No. A location or permission rejection is a workflow error. Dismiss it, confirm the asset coordinates and your actual position, then retry from within the inspection. The inspection requires you to be within 50 metres of its stored asset coordinates. A location prompt, camera or brief background transition preserves a still-valid mobile session; genuine idle expiry or revocation can require sign-in.

Why does mobile show UNKNOWN condition or no assets?

UNKNOWN means a condition has not been recorded, not that the asset is healthy. Check the selected site, tenant and asset access. A load-error message with Retry is different from a successfully loaded site with no registered assets. See mobile site assets.

Offline and field work

Recover field work safely

Before retrying: keep the original device and its evidence files. Note the inspection reference and exact error. Do not clear storage, remove queue entries or reinstall while unsynced work remains.

Blocked state	Next action	Who can resolve it?
Assigned inspection or site is missing	Check the selected organisation, record status and account. Ask for confirmation of the inspector assignment and site/legal-entity scope. Access to another site is not implied by the same role title.	Inspection coordinator / access administrator.
Location denied or inaccurate	Allow device/browser location, confirm your actual position and retry the check. If the stored asset coordinates are wrong, request a correction. Never enter invented coordinates to bypass the check.	Inspector for device settings; authorised asset administrator for stored coordinates.
Asset missing or UNKNOWN	Distinguish a load error from a successfully loaded empty list. Retry the failed load, then check site, search filter and asset access. UNKNOWN condition is missing condition evidence, not a healthy result.	Inspector, then asset/access administrator.
Session expired	Preserve queued work, sign in through the normal application and reopen the intended inspection. Check the server record and queue before submitting again. Native and browser sessions are separate.	Account holder; administrator if sign-in remains blocked.
Offline sync failed or returned mixed results	Read each failed entry's error and correct its cause. A new sync attempt or Last sync time does not confirm complete receipt. Use the checks below.	Inspector with coordinator/support help for unresolved server errors.

1. Reconnect and verify the signed-in account belongs to the intended tenant. Open the web Offline Queue or mobile Inspections → Offline queue.
2. Read the state and last error for each item. Correct missing required evidence, invalid location or access/status problems before retrying.
3. On mobile select Sync all, then read the Sync complete Synced and Failed counts. Successful items leave the mobile queue; failed items remain. On the web check the entry's resulting synced/failed state.
4. Open each intended inspection on the server and confirm its result and evidence. A partial batch success does not establish that every inspection was received.
5. Hand the confirmed record to its next reviewer. If an error persists, raise Support with the reference, exact error and attempt time; keep the local work until its receipt is resolved.

Done when: every intended inspection is confirmed on the server, or each remaining failed item is preserved and has an identified next action. See the mobile sync instructions.

My offline inspection has not appeared on the server

Open the Offline Queue. A queued item is waiting for connectivity; a failed item needs attention; on the web, synced confirms the server received it. On mobile, successfully synced entries leave the queue; check the Sync complete summary and the server inspection record. Never clear browser data while unsynced records remain.

The camera will not start

Check the browser/site camera permission and device restrictions. You can type the asset code manually from the scan screen if the camera remains unavailable.

Reports and external evidence

Why can I only see My Reports?

Your role is scoped to your own inspection records. Broader Report Management and Team Report views require additional management/report capabilities.

The PDF is not the report I expected

Confirm which output you generated: Decision PDF, Site Audit Pack, or another report/export. Check the record identity and filters. If the wrong content, blank pages or application chrome appears, raise a support ticket with the report type and affected record.

I created an external evidence portal but cannot reveal the token again

The readable bearer URL must be copied when created. This is intentional. If the link was lost, create a new appropriately scoped portal and revoke the unusable one instead of weakening token storage.

Organisation, billing and sites

Is a site's country the same as its legal entity?

No. Country tells you where the site physically operates. Legal entity tells you which registered company owns/operates it. Billing account tells you who pays InspectAssets. Keep all three concepts separate.

Why is a site missing from the map?

Check that it has valid coordinates and is within your current site scope. A correctly registered site can still be absent from the map if latitude/longitude were not stored.

Still stuck?

Open Support and include the exact message, record involved, what you expected, and the steps that reproduce the issue. Never include passwords, MFA codes, API secrets or active bearer evidence links.