Troubleshooting

The sync dot is orange: "refused by the server"

The server did not accept a change. Tap the dot (or Me › Refused by the server) to see the reason. Fix the problem, then tap Send again. See Work offline and sync.

Common reasons:

• "You are not authorised to do … tests": ask your quality manager to authorise you in Quality › Training › Authorise. See Training and competency.
• The laboratory reference is not from the same lot: choose a reference from the lot of the test, or book the sample into the lot. See Earthworks lots.

A test or a sample is not on my device

Sync. If it is still not there, tap Download everything again in the settings. Lab keeps your unsent changes.

"Not set up" when I save a concrete sample

The laboratory has not chosen the slump or compressive strength test. An administrator chooses it in File › Options › Tests you run. Then sync. See Concrete sampling on site.

I cannot choose a piece of equipment

The equipment is locked out, or its check or calibration is out of date. Open it in Equipment and checks to see why. Do the check, or record and accept the calibration, then release it in Equipment › Register. See Equipment checks.

There is no Review, Authorise or Close button

Lab asks for different people at each step. If you did the test, prepared the report or raised the non-conformance, Lab tells you who does the next step. Ask a colleague who is authorised. A small laboratory can let the reviewer also approve, in File › Options › Laboratories.

A field density test says "Not judged"

Lab judges a test on the limits that the lot gives. If it says that the compactive efforts must agree, the lot's specification and the reference are against different efforts. If it says that the moisture from optimum is not known, type the moisture content. See Field density tests on site.

A PDF does not open

Your browser may block pop-ups. Let the site open pop-ups, or find the PDF in your downloads.

Reports are issued unsigned

The laboratory has no signing certificate. An administrator installs it in File › Options › Laboratories. See Laboratory settings.

Related pages

• Work offline and sync
• Glossary