> For the complete documentation index, see [llms.txt](https://learn.withessential.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.withessential.com/field-operations/mobile/mobile-troubleshooting.md). # 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 shows reports from the last 30 days. 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 normally downloads automatic updates and reopens the app. If an update cannot download or reopen, the app keeps the currently installed version available instead of blocking your work. Check your connection, then fully close and reopen Essential to try the update again. You do not need to delete and reinstall the app. 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 ## Related guides * [Work offline and sync mobile changes](/field-operations/mobile/work-offline-and-sync.md) * [Use On My Way, Clock In, and Clock Out](/field-operations/mobile/on-my-way-clock-in-clock-out.md) * [See your visits in the mobile app](/field-operations/mobile/see-your-visits.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://learn.withessential.com/field-operations/mobile/mobile-troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.