> 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 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 ## 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 by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` 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 what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.