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Troubleshooting

No response from the Helpdesk

  1. Check if your request was sent, you need an Internet connection for that.
  2. Make sure that you have answered all the clarifying questions from our support operator, if any.
  3. Please write to us again to follow uр.

Incorrect PIN

  1. Check your internet connection.
  2. Carefully enter the PIN number again.
  3. Verify the correct PIN with your immediate supervisor, or with the Inspector Cloud project coordinator in your organization.

For security reasons, the call centers are not allowed to provide a PIN number over the phone.

Incorrect password

  1. Check your internet connection.
  2. Carefully enter the login and password again, paying attention to the keyboard language and the letter case.
  3. Verify the correct username and password with your immediate supervisor, or with the Inspector Cloud project coordinator in your organization. If necessary, apply for a password change.

For security reasons, the call centers are not allowed to provide a password over the phone.

Can’t remember the password

Contact your immediate supervisor, or the Inspector Cloud project coordinator in your organization, with a password change request.

Unable to update the application

The Inspector Cloud Camera 2 application is updated via the system application store. It is recommended that you enable automatic application updates with new versions releases. If necessary, update the application manually in Google Play, or in the AppStore. If Google Play or the AppStore crashes, it may help to reboot your device, and try to update the application again.

On some corporate devices, manual updating of applications may be blocked. In this case, contact the technical support of your organization.

Empty Stores Near Me list

  1. Check your internet connection.
  2. Pull the list down and release, the download indicator should appear. Wait for the download to complete. The download time depends on the speed of your Internet connection, and the number of stores in the neighborhood.
  3. Update the master data.
  4. Verify that the Inspector Cloud Camera 2 app has permissions to access your GPS location. Give permission if necessary.
  5. Switch to the Map mode and check that the application correctly displays your current location, otherwise see the "Current location is not displayed correctly on the map" section below.
  6. Restart the application.
  7. Reboot the device.

If none of this works, please contact the Helpdesk from the application.

Empty My Shops list

  1. Pull the list down and release, the download indicator should appear. Wait for the download to complete. The download time depends on the speed of your Internet connection and the number of stores.
  2. Verify that all profile fields are filled in correctly. If one of the fields was filled out incorrectly, enter the correct data, wait 1-3 minutes, then update the My stores list as described in paragraph 1.
  3. Update the master data.

The search function only looks up stores that are already on the list. The search is performed by the store name, code and address. If you are sure that you enter the search query correctly and don’t get the desired result, contact the Helpdesk from the application.

No tasks in a store

  1. Check your internet connection.
  2. Update the master data.
  3. Restart the application.
  4. Reboot the device.
  5. Contact the Helpdesk. In your message, indicate the store code, name and address, or attach a screenshot of the store screen.

Current location is not displayed correctly on the map

  1. Verify that the Inspector Cloud Camera 2 app has permissions to use your GPS location. Give permission if necessary.
  2. [Android] In the Android system settings, enable "Detect from all sources" or "Exact location".
  3. If you are indoors, go outside. This should improve the reception of satellite signals.
  4. Restart the application.
  5. Reboot the device.

Wrong distance to a store

This problem can be caused by both an incorrect determination of your current location, and incorrect information about the store location.

Check that your current location is displayed correctly, otherwise see the "Current location is not displayed correctly on the map" section.

Contact the Helpdesk, specifying for which store the location is incorrect.

Camera does not work

  1. Verify that the Inspector Cloud Camera 2 app has camera permissions. Give permission if necessary.
  2. Reboot the device.
  3. Verify that the device has free space to save photos.

No task or visit results

  1. Check your internet connection.
  2. Verify that all photos in the task or visit have been successfully uploaded.
  3. Wait 10 minutes.
  4. Pull the results down and release, a download indicator should appear. Wait for the download to complete.
  5. Contact the Helpdesk.

Wrong task or visit results

  1. Check your internet connection.
  2. Pull the results down and release, a download indicator should appear. Wait for the download to complete.
  3. Wait 10 minutes.
  4. Contact the Helpdesk. In your message, write in detail why you think that the results are incorrect, and what should be the correct results in your opinion. Attach a screenshot of the incorrect results screen.

Can’t start a visit

  1. Check if the actual store address matches the address in the application.
  2. Check that your current location is displayed correctly, otherwise see the "Current location is not displayed correctly on the map" section.
  3. Check that the store location is displayed correctly on the map. Otherwise, contact the Helpdesk. Indicate for which store the location is incorrect.

Can’t complete a visit

The application does not allow you to complete a visit if not all the mandatory tasks have been completed. Find tasks marked as mandatory, and try to complete them.

Visit ended automatically

If you move away from the store beyond the maximum permitted distance, the application may automatically end the visit.

There is no Take photo button in the task

For tasks that do not require photographs (for example, a Questionnaire), there is no Take photo button.

There is also no Take photo button in the task if the visit is complete. Complete visits are view-only.

Can’t save a photo

The application has a built-in Photo Quality Assessment function. If a message appears indicating poor sharpness or perspective, the photo needs to be retaken. See the Photo Taking Rules section for details.

Photos not uploading

  1. Check the uploading queue. After taking, the photos are uploaded to the server automatically, one by one. New photos start uploading only once the previous ones are uploaded.
  2. Check if uploading is paused. Resume upload in this case.
  3. Check your internet connection.
  4. Restart the application.
  5. Reboot the device.
  6. Contact the Helpdesk.

Can’t answer a questionnaire question

You may have completed your visit. A completed visit can only be viewed.