Troubleshooting
This section describes some common problems that you might encounter, and how to resolve them.
Invalid Password
Retype your password. Also ensure that the caps lock isn't turned on. The Caps Lock button will have a blue line under it if caps lock is on.
Server Error During Login
This may be caused by an incomplete or incorrect URL in the field. Verify that the server information is correct and try again.
Server Unreachable
This message is displayed if the app is unable to connect to the server. To connect to the server, you need an Internet connection, and you may need to be logged in to the agency's VPN. If you are unable to connect to the Internet, you can continue to work with the app offline, depending on your agency's configuration.
Deleted records still appear on mobile device
This is a known limitation. If you use the mobile app on more than one device, and you delete a record from one device, you may find that the deleted record still appears on the other device. The solution is to clear the work data from the second device and then resynchronize.
See Clearing data.