Mobile troubleshooting
Use these checks when the mobile app does not show the expected action.
I cannot clock in
You may already be clocked into another visit, the visit may no longer be eligible for clock-in, or the app may still be loading the latest state. Refresh the Visits tab and confirm you are on the correct visit.
I cannot clock out
If the button says Clock Out (Submit Summary First), submit the visit summary first. Then return to the visit detail page and clock out.
I do not see On My Way
On My Way only appears when the feature is enabled, the visit is eligible, you have not already logged an en route event, and you have not clocked in or clocked out of that visit.
I do not see reports
The Reports tab lists inspection reports at properties where you have an assigned visit inside the same past-day window as Visits, plus reports the office shared with you. Access follows your latest assigned visit at the property, not the date of the report, so a report at a property you last visited before that window is hidden rather than lost. Ask your office to check Days in the past technicians can see under Settings -> Team -> Technician App -> Scheduling in the web app, or to give you access to that report. Check Draft, Published, and All filters, then search by asset group type, property name, or address.
My changes are not visible in the office yet
Check for the offline or syncing banner. Leave the app open until syncing finishes.
An app update does not finish
Essential checks for automatic updates when it opens and when you return to it. A failed check or download gets a second attempt. The update screen allows up to one minute for downloading and reopening; if the update still cannot finish, the installed app becomes available again. After a failed attempt, check your connection and return to Essential after a minute to try again. If it still stays on the old version, fully close and reopen it. You do not need to delete and reinstall the app.
After the update restarts the app, Essential returns to your previous page. If you had a quote or invoice open inside a visit, reopen the saved draft from the visit's Job Quotes & Invoices section.
If Essential asks for an App Store or Google Play update, tap the store button, install the update, and reopen Essential.
Where to find it: Mobile app > Visits, Reports, or offline banner
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