If something does not look right in Fieldified, start with a few quick checks. Many display, login, or performance issues are caused by browser state, connectivity, permissions, or outdated data.
Overview
Before contacting support, try the quick troubleshooting steps below and gather the details a support specialist will need. This helps your team get a faster answer.
First steps
Is everything up to date?
Make sure you are using the latest version of:
- Fieldified mobile app.
- Device operating system.
- Browser.
- Browser extensions that affect security, cookies, or scripts.
Outdated software can cause display issues, attachment issues, slow loading, and actions that fail unexpectedly.
Refresh and sign in again
If you are using Fieldified in a browser:
- Refresh the page.
- Try the action again.
- Sign out.
- Open Login.
- Sign back in.
This refreshes account data and permissions.
Clear your cache
Clearing cache is useful when pages look stale, buttons do not behave correctly, or files do not appear.
For Google Chrome:
- Open Chrome.
- Select the three-dot menu.
- Select More tools.
- Select Clear browsing data.
- Choose a time range.
- Select cookies and cached images/files.
- Select Clear data.
For Microsoft Edge:
- Open Settings.
- Go to Privacy, search, and services.
- Select Choose what to clear.
- Choose a time range.
- Select the browsing data to clear.
- Select Clear now.
For Safari:
- Open Safari settings.
- Go to privacy or website data.
- Manage website data.
- Remove Fieldified website data or clear all website data.
Connectivity issues
Check whether your device is online by opening another website. If the browser cannot load any site, reconnect to Wi-Fi or cellular data before retrying Fieldified.
On mobile, offline work can be saved locally and synced when your device reconnects. While offline, you can continue with field actions such as notes, attachments, timers, and checklists, then allow the app to sync when internet is restored.
When data reconnects, review the record again to confirm updates synced.
Information to collect
Before contacting support, gather:
- The page URL or area of Fieldified where the issue happened.
- The client, request, quote, job, invoice, or report involved.
- A screenshot or screen recording if possible.
- The exact error message.
- Your browser and device.
- Whether the issue happens for one user or multiple users.
Sending support information
How to take a screenshot
Screenshots are helpful when the issue is visual, hard to describe, or tied to a specific error message.
Capture the full page or the affected area. If needed, mark up the screenshot with an arrow or circle so support can see exactly where to look.
How to do a screen share
Support may ask to view your Fieldified screen during a secure screen share. During the session, keep the relevant Fieldified page open and avoid switching to unrelated apps or sensitive tabs.
Use screen share for:
- Setup walkthroughs.
- Hard-to-reproduce issues.
- Permission questions.
- Record-specific workflows.
- Mobile app troubleshooting.
How to send device diagnostics
From the Fieldified mobile app support area, copy device diagnostics and send the full output to support.
Device diagnostics should include:
- App version.
- Device type.
- Operating system.
- Network type.
- Connection status.
- Whether internet is reachable.
Troubleshooting the Fieldified app
For mobile app issues:
- Confirm the app is updated.
- Confirm the device operating system is updated.
- Check internet connection.
- Restart the app.
- Sign out and sign back in.
- Restart the device.
- Send diagnostics if support asks.
Use screenshots or screen recordings when a mobile workflow is hard to describe.
Is Fieldified down?
If several users cannot access Fieldified at the same time, check your internal network first, then contact Fieldified support for status information. Include the time the issue started, users affected, browser or app version, and whether mobile and desktop are both affected.
Common issues
I cannot access a page
Your role may not have permission to view that area. Ask an Admin to review Roles and Permissions in Admin Settings.
I cannot find a record
Check filters, search terms, ownership, and status. Some lists only show records that match the selected view or filter.
Data looks out of date
Refresh the page, clear filters, and confirm another team member did not update the record.
Attachments do not open
Update the browser, confirm pop-ups/downloads are allowed, and try another browser. If the issue continues, include the record link and attachment name when contacting support.