If the On-site User is having trouble downloading tasks or uploading photo-reports, here are a few things to check with the on-site user and their smartphone in the following order.
Activate all permissions in order to function properly. These permissions include access to the camera and allow all notifications. Follow these steps:
Go to the smartphone Settings > Apps & notifications > See all apps.
Find the FotoFinish app and tap on it.
Tap on Permissions.
Make sure that all of the required permissions are turned on.
Make sure you are connected to the internet and have data reception.
The FotoFinish app requires an internet or data connection to load reports. If you are connected but it is still not loading reports:
Check that you have a strong WIFI network connection.
If you are using your cleaning site's WIFI it's possible there are restrictions. Ask at the site manager if you have restrictions or access. If no access then use your home or some other public space WIFI.
Make sure your device is not in airplane mode and that you have a strong WiFi or data signal.
Refresh to retrieve daily tasks. If you find that your daily tasks aren't displaying as expected, you can initiate a manual update by swiping downward on the task screen. During this update process, a yellow message reading "Sync in progress... Keep the App opened until is done" will appear. Once the sync is successful, the message will change to a blue one stating "Sync finished with success." This action will pull the day's tasks from the FotoFinish server into your app.
Close and reopen the app. If the app is still not loading reports, try to force-close the app. This can often fix minor connectivity problems that can prevent the app from loading reports.
Restart your device. Try turning off and restarting your device. This can often fix minor memory issues that can prevent the app from loading reports.
Delete and reinstall the app. Make sure you have the latest version of the app installed. If you do not, the app may not be able to load reports. You can find the latest version by clicking on: App Store - “FotoFinish Remote” or Google Play Store - “FotoFinish”, or simply searching for the keyword in your app store.
Check for VPN blocking access or company firewall. If you are using a company-owned smartphone or have any kind of app-blockers installed, the FotoFinish app may be blocked. In this case, you will need to contact your company's IT department to whitelist it.
Access from a different device. Determine if the problem is specific to your device or if it's a broader issue with the app itself. If the app works fine on the alternative device, it suggests that the issue might be related to your original device, such as compatibility, memory available or configuration settings. However, if the problem persists across different devices, it indicates that the issue might be with your account or the app itself, and further troubleshooting steps may be required.
Contact FotoFinish support. If you have tried all of the troubleshooting steps above and the app is still not loading reports, take a screenshot of the issue and contact FotoFinish support. You can contact them via WhatsApp in English at 1-902-293-8770 or in Spanish at +52-813-083-2390. They will be able to help you troubleshoot the issue and get the app working again.