Verify Onsite User's Troubleshooting Steps. Before proceeding with any other measures, make sure the On-site User has completed ALL the steps outlined in the Onsite User Troubleshooting Guide. If they haven't, ask them to do so first.
Troubleshoot "No Tasks" Screen. If the On-site User reports that their FotoFinish app displays a "No Tasks" screen, follow these steps:
Open your FotoFinish dashboard and navigate to the "Reports" section.
Select the site(s) in question in the filter.
Enter the date range that encompasses the time frame of the issue.
In the "Status" filter, select "All Status" and then press "Go."
If the report shows tasks with a "Pending", "Expired" or any other status, it means tasks have been generated, and the issue lies with the On-site User.
Test With the On-site User's Account. If the previous steps do not resolve the issue, don't ask the On-site User for their password. Instead, in your FotoFinish dashboard go to "Users", click the edit icon next to the On-site User, type a new password of at least 8 characters in the "Password" field, and click "Save Changes." Then sign in to the FotoFinish app on your smartphone as that On-site User with the new password. If you can see the tasks when logged in as the On-site User on your own device, then it's likely that the issue is on their device or connectivity. Afterwards, give the On-site User the new password so they can sign in again.
For additional support, refer to the general troubleshooting guide or contact FotoFinish support through WhatsApp in English at 1-902-293-8770 or in Spanish at +52-813-083-2390.