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Troubleshooting Overview

This guide helps you diagnose and resolve common issues with the F4E AppSheet system. The troubleshooting section is organized by issue type and includes step-by-step solutions.

Common Issue Categories​

1. Data Sync Issues​

  • Symptoms: Data not appearing, outdated information, sync errors
  • Causes: Network connectivity, server issues, data conflicts
  • Impact: Users see incorrect or missing data

2. Performance Issues​

  • Symptoms: Slow loading, timeouts, app freezing
  • Causes: Large datasets, network latency, server load
  • Impact: Reduced productivity, user frustration

3. Permission Issues​

  • Symptoms: Access denied, missing features, restricted data
  • Causes: Incorrect user roles, permission changes, system errors
  • Impact: Users cannot perform required tasks

4. Data Entry Issues​

  • Symptoms: Validation errors, data not saving, incorrect calculations
  • Causes: Invalid data format, business rule violations, system bugs
  • Impact: Data quality issues, workflow disruptions

5. System Integration Issues​

  • Symptoms: External system sync failures, missing data from other systems
  • Causes: API failures, configuration changes, data format issues
  • Impact: Incomplete data, manual data entry required

Diagnostic Process​

Step 1: Identify the Issue​

  1. Describe the problem clearly and specifically
  2. Note when it started and any recent changes
  3. Identify affected users and their roles
  4. Check error messages and codes

Step 2: Gather Information​

  1. User details: Role, permissions, device type
  2. System state: App version, last sync time, network status
  3. Data context: Specific records, dates, operations
  4. Error details: Screenshots, error codes, logs

Step 3: Apply Solutions​

  1. Try basic solutions first (restart, sync, clear cache)
  2. Apply specific fixes based on issue type
  3. Test the solution to ensure it works
  4. Document the resolution for future reference

Quick Fixes​

Basic Troubleshooting Steps​

  1. Restart the App

    • Close the app completely
    • Reopen and try the operation again
    • Check if the issue persists

  2. Force Sync

    • Pull down on the main screen to refresh
    • Wait for sync to complete
    • Check if data is updated

  3. Clear Cache

    • Go to app settings
    • Clear cache and temporary data
    • Restart the app

  4. Check Network

    • Ensure stable internet connection
    • Try switching between WiFi and mobile data
    • Check if other apps work normally

  5. Update App

    • Check for app updates
    • Install latest version if available
    • Restart after update

Device-Specific Issues​

Android Devices​

  • Storage: Ensure sufficient storage space
  • Permissions: Check app permissions in settings
  • Battery: Disable battery optimization for the app
  • Memory: Close other apps to free up memory

iOS Devices​

  • Storage: Check available storage space
  • Background App Refresh: Enable for the app
  • Notifications: Ensure notifications are enabled
  • Privacy: Check location and data permissions

Network Issues​

Connectivity Problems​

  • Check signal strength: Ensure strong network signal
  • Try different networks: Switch between WiFi and mobile data
  • Restart network: Turn off/on WiFi or mobile data
  • Check firewall: Ensure app can access required servers

Sync Issues​

  • Force sync: Pull down to refresh data
  • Check sync status: Look for sync indicators
  • Wait for completion: Don't interrupt sync process
  • Retry later: Some syncs may take time

Permission Issues​

Access Denied​

  • Check user role: Verify correct role assignment
  • Contact administrator: Request permission changes
  • Log out/in: Try logging out and back in
  • Check system status: Verify system is operational

Missing Features​

  • Role verification: Ensure role has required permissions
  • App version: Check if feature requires newer version
  • Configuration: Verify feature is enabled in system
  • Training: Ensure user knows how to access feature

Data Issues​

Data Not Appearing​

  • Sync status: Check if data is synced
  • Filters: Verify no filters are hiding data
  • Permissions: Ensure user can see the data
  • Date range: Check if data is within visible range

Incorrect Data​

  • Source verification: Check where data originated
  • Calculation errors: Verify formulas and calculations
  • Input validation: Check for data entry errors
  • System bugs: Report potential system issues

Data Not Saving​

  • Validation errors: Check for required fields
  • Network issues: Ensure stable connection
  • Permission errors: Verify user can modify data
  • System errors: Check for server issues

⚡ Performance Issues​

Slow Loading​

  • Data volume: Check if large datasets are causing delays
  • Network speed: Verify connection speed
  • Device performance: Check device memory and processing
  • Server load: System may be experiencing high load

App Freezing​

  • Memory issues: Close other apps
  • Data corruption: Clear cache and restart
  • System bugs: Report to support team
  • Device issues: Check device health

Timeouts​

  • Network timeout: Check connection stability
  • Server timeout: System may be overloaded
  • Operation timeout: Large operations may take time
  • Retry: Try the operation again

Advanced Troubleshooting​

Database Issues​

  • Connection problems: Check database connectivity
  • Query performance: Verify query optimization
  • Data integrity: Check for data corruption
  • Backup issues: Verify backup processes

Integration Issues​

  • API failures: Check external system status
  • Configuration changes: Verify integration settings
  • Data format: Check data format compatibility
  • Authentication: Verify API credentials

System Maintenance​

  • Scheduled maintenance: Check maintenance windows
  • Updates: Verify system updates
  • Configuration changes: Check recent changes
  • Monitoring: Review system monitoring data

Escalation Process​

Level 1: Self-Service​

  • Use this guide: Try solutions in this documentation
  • Check FAQ: Look for similar issues in FAQ
  • Basic troubleshooting: Apply quick fixes
  • Document issues: Note what you tried

Level 2: Support Team​

  • Contact support: Email [email protected]
  • Provide details: Include issue description and steps taken
  • Attach logs: Include any error messages or screenshots
  • Follow up: Check for responses and updates

Level 3: Technical Team​

  • Escalate complex issues: Forward to technical team
  • Provide full context: Include all relevant information
  • Coordinate resolution: Work with technical team
  • Test solutions: Verify fixes work correctly

Issue Reporting Template​

When reporting issues, include:

Issue Title: [Brief description]
Date/Time: [When issue occurred]
User Role: [Your role in the system]
Device: [Device type and OS version]
App Version: [Current app version]
Network: [WiFi/Mobile data, connection quality]

Description:
[Detailed description of the issue]

Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]

Expected Result:
[What should happen]

Actual Result:
[What actually happened]

Error Messages:
[Any error messages or codes]

Screenshots:
[Attach relevant screenshots]

Troubleshooting Attempted:
[What you tried to fix the issue]

Prevention​

Regular Maintenance​

  • Keep app updated: Install updates promptly
  • Clear cache regularly: Prevent data buildup
  • Monitor storage: Ensure sufficient space
  • Check permissions: Verify app permissions

Best Practices​

  • Stable connection: Use reliable network connections
  • Regular sync: Sync data frequently
  • Data validation: Check data before saving
  • Error reporting: Report issues promptly

Training​

  • Stay updated: Attend training sessions
  • Read documentation: Keep up with changes
  • Ask questions: Don't hesitate to ask for help
  • Share knowledge: Help other users

Need more help? Check the FAQ section for specific solutions, or contact [email protected] for personalized assistance.