Why information may be missing
If your supervisor or office team cannot see certain actions, reports, or timestamps from your work in the field, your mobile connection may have dropped while you were completing that work. When the app is offline, completed actions can be stored locally in the Saved Actions section instead of synchronizing immediately.
If something appears to be missing, check whether the app has saved it locally:
Open the Saved Actions section in the mobile app.
Look for the actions or reports that your supervisor or office team cannot see.
If the missing items are listed there, you do not need to repeat the work or submit the same report again. Leave the items in Saved Actions and allow them to synchronize automatically when the connection is available again.
When your connection keeps switching
In some locations, the mobile signal may be unstable and the app may keep switching between online and offline mode. If you need to collect a complete set of records for a job, repeated connection changes can be inconvenient.
In this situation, it may be better to turn off mobile data on your device and continue working fully offline until you finish the job. This helps you avoid repeated switches while you are recording your work. When you return to an area with a reliable connection, turn mobile data back on. The information stored in Saved Actions will synchronize automatically once the app reconnects.
Prepare before entering an area with poor reception
The app downloads information for the next two working days when it is opened while online. This includes the schedule and relevant information for upcoming work, such as Service Sites, Displays, pending replacements, issues, and assignments. Before entering an area with weak or no reception, open the app while you still have a connection and check the Offline Data section to see which dates are available offline.
Keep in mind that if a new visit is added to your schedule after you have gone offline, the details for that newly scheduled Service Site will not be available to you offline. If possible, ask your supervisor or office team to finalize the schedule before you enter an area with poor reception.
After you reconnect
When your device has a reliable mobile or Wi-Fi connection again, the app will synchronize saved information automatically. If your supervisor or office team still cannot see the records, check the Saved Actions section again to see whether the items are still waiting to synchronize. If they remain there after the connection has stabilized, contact your supervisor or support team and explain which records appear to be missing.
Practical tips
If actions, reports, or timestamps are missing from the Back Office, check Saved Actions before repeating any reporting.
If the signal keeps switching between online and offline, consider turning off mobile data and staying fully offline until the job is complete.
Your offline work will synchronize automatically once you reconnect to a reliable network; you do not need to submit the same information again if it is already listed in Saved Actions.
Before working in a low-reception area, open the app while online and check Offline Data to confirm that the upcoming dates you need have been downloaded.
If a visit is added to the schedule after you go offline, its Service Site information will not be available offline, so ask the office team to finalize the schedule in advance when possible.