Overview
Use this guide when you cannot take or select a photo, scan a code, or provide a required device location. First identify the stage that fails: opening the device feature, capturing data, saving the work, or uploading it.
At a glance |
|
Who can do this | The affected User; device administrators for managed permissions |
Where | The affected Mobile app question or RideOps scanner |
Works on | Mobile app; RideOps for supported camera workflows |
Availability | All organizations |
Find the failing stage
Symptom | How to check | Next step |
Camera does not open | Confirm the app or browser and device camera permission. | Follow the operating system or browser guidance; ask IT for managed devices. |
Camera opens but code is not accepted | Check the expected code and the configured workflow. | Use the relevant scanner guide; a readable badge still needs a matching Operator. |
A required location cannot be obtained | Check device location capability and permission. | Ask the device administrator to verify the approved settings. |
Photo is captured but cannot be saved | Record the displayed requirement or error. | Check the question or Assignment’s requirements. |
Work saves but remains uploading | Record connection status and pending count. | Use upload recovery. |
Check the device and configuration
1. Identify the feature
Record the device model, operating system, app/browser version and exact screen. Check feature compatibility before assuming that every device supports NFC, Bluetooth or the same browser workflow.
2. Check permission with the device owner
Review camera or location permission for the application or browser in use. Device-management policies may control these settings. Ask your IT team to review the relevant permission rather than disabling management or broader security policies. System setting names vary by platform and version.
3. Check the workflow
For RideOps badges, the scanned code identifies an Operator before the normal PIN and competency checks. See barcode sign-in. A camera issue, an unmatched badge and a missing PIN require different checks.
4. Check upload separately
If the photo has already been added and the work is queued, record the connection tile. A queue reset does not repair camera permissions or restore missing photos.
🛑 Critical: The image-queue reset can remove missing photo references from pending work. Do not use it to fix a camera that will not open. Follow the image-queue reset guide only when its conditions apply.
Escalate with the right evidence
Send the exact failing stage, device and version, permission status, error, affected Checklist or Assignment, and time. Include a screenshot of the message rather than confidential photos unless the evidence itself is required for the support case.
Best practices
Test device capabilities before assigning a workflow that requires them.
Keep camera, validation and upload problems separate.
Use the relevant one-home guide for scanner or thermometer configuration.
Frequently asked questions
I cannot upload a picture to resolve an Assignment. Is it a camera problem?
First establish whether you cannot take/select the picture, cannot save the Assignment, or have saved it but uploads remain queued. Those stages have different causes. Report the exact stage and message to Support.
The badge scanner opens but says no Operator was found. Should I reset RideOps?
No. Check the selected Location and the badge-to-Operator mapping using barcode sign-in. Resetting the tablet does not establish that the badge value is correct.
Will resetting the image queue restore my missing photos?
No. An image-queue reset can remove missing or unreadable photo references; it does not recover the original image. Preserve the device and contact Support when the evidence matters.