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BuildOps Mobile App Troubleshooting Guide

This guide is for technicians and mobile users who experience issues while using the BuildOps mobile app. It provides troubleshooting steps you can try before contacting your office admin or the BuildOps Support Team.

Written by Angelene Rosario

Quick Checks for Any Issue

Before trying anything else, please complete these basic checks:

  • Make sure your device has a stable internet connection (Wi-Fi or cellular).

  • Confirm that other apps or your browser can access the internet.

  • Verify that you are using the latest version of the BuildOps app from the App Store (iOS) or Google Play Store (Android).

If the issue continues, follow the section below that matches what you are experiencing.

Keeping the Mobile App Updated

Keeping the BuildOps mobile app updated is essential for ensuring optimal performance, accessing new features, and resolving known issues. Below, we outline why updates are necessary, how to perform them, and steps to troubleshoot common update-related problems.

Importance of Updating the BuildOps Mobile App

When a new version of the BuildOps mobile app is released, it often includes significant improvements, bug fixes, and new features. In some cases, users may be unable to input information or access certain functionalities without updating to the latest version. Updating the app ensures that you can continue using it without interruptions and benefit from the latest enhancements.

How to Update the BuildOps Mobile App

To update the BuildOps mobile app, follow these steps:

  1. Open your device’s app marketplace:

    • For iOS devices, use the App Store.

    • For Android devices, use the Google Play Store.

  2. Search for "BuildOps" in the app marketplace.

  3. If an update is available, tap the Update button to download and install the latest version.

Common Issues Resolved by Updating

Updating the BuildOps mobile app can resolve various issues, including:

  • Login Errors: If you encounter login problems, ensure your app is updated to the latest version. After updating, restart the app and try logging in again.

  • Restricted Access: Some features or functionalities may be unavailable until the app is updated.

Troubleshooting Update Restrictions

If you are unable to update the BuildOps mobile app, the issue may be due to device or company-level restrictions. Here’s how to address this:

  1. Contact your IT team to review any device management or app store restrictions that might block updates.

  2. Request adjustments to allow the BuildOps app to update successfully.

Login & Access Issues

Stuck on the QR Code Screen (Two-Factor Authentication)

If you see a QR code during login and cannot move past it, this is usually part of setting up Two-Factor Authentication (2FA).

How to Complete Setup

You will need two devices:

  • A computer or tablet for the BuildOps login page

  • Your phone with an authenticator app installed (such as Okta Verify or Google Authenticator)

Steps:

  1. Open the BuildOps login page on your computer or tablet.

  2. Open your authenticator app on your phone.

  3. Use the authenticator app to scan the QR code shown on the login page.

  4. After scanning, the app will generate a 6-digit code.

  5. Enter that code on the BuildOps login page to complete setup.

  6. Use future codes from your authenticator app for future logins.

Other Login Problems

If you see messages like “Incorrect Password/username” or the app stays stuck on “Logging In”, try the following:

Check Your Username and Password

  • Make sure there are no extra spaces

  • Confirm capital letters are correct

  • If you recently changed your password, make sure you are using the new one

Check Your Internet Connection

  • Logging in requires an active internet connection

  • Try switching between Wi-Fi and cellular data

If You Use Social Login (Google, Apple, etc.)

  • Confirm you can log in to that Google/Apple/Facebook account in another app or browser

If the App Is Frozen

  • Force close the BuildOps app

  • Reopen the app and try again

If You Log In Through Safari on iPhone (Web Login)

  1. Open Settings > Safari

  2. Tap Clear History and Website Data

  3. Confirm the action

  4. Close Safari completely

  5. Reopen Safari and try logging in again

If login still does not work, contact BuildOps Support Team.

Data Not Showing or Not Updating

If visits, jobs, or other work items are missing from the mobile app, follow these steps.

Use “Clear Cache & Restart”

Steps

  1. Open the menu (☰ / hamburger icon) in the top-left of the app

  2. Tap Clear Cache & Restart

  3. The app will close, reopen, and re-download your latest data from the server

Please clear cache only when you have a stable internet connection to prevent possible data loss.

If Visits or Jobs Still Do Not Appear

Navigate to My Visits > Today.

  1. If the list is blank or outdated, force close and reopen the app.

  2. Sign out and sign back in, then refresh "My Visits" again.

  3. Verify that the device time and timezone are correct.

  4. Ensure the latest version of the app is installed.

Please confirm with your office admin that:

  • The property or customer is active and not disabled

  • The visit has been released to technicians

  • The visit is not still being held in office scheduling

  • Any gated visit rules or after-hours settings are configured correctly

  • Verify that the device time and timezone are correct.

Check Sync Status

  1. Navigate to Session Details by opening the hamburger menu and clicking on the App Version at the bottom to view Sync Status. Ensure everything that's in progress syncs successfully. If anything is stuck, attempt to Retry the item(s).

App Is Slow, Frozen, or Crashing

If the BuildOps app freezes, runs slowly, or closes unexpectedly, try the following:

Force Close and Reopen the App

On iPhone (iOS)

  1. Swipe up from the bottom of the screen and hold

  2. Open the app switcher

  3. Swipe the BuildOps app upward to close it

  4. Tap the BuildOps icon to reopen

On Android

  1. Open Recent Apps

    • Gesture navigation: Swipe up and hold briefly

    • Three-button navigation: Tap the Recents button

  2. Swipe the BuildOps app away to close it

  3. Tap the BuildOps icon to reopen

Check Device Storage

  1. Open Settings > Storage

  2. Check available storage

If storage is nearly full:

  • Remove unused apps

  • Delete unnecessary files or photos

Low storage can cause app performance issues on mobile app.

Clear Cache & Restart (In-App)

  1. Open the menu (☰)

  2. Tap Clear Cache & Restart

  3. Wait for the app to restart and re-sync your data

Please clear cache only when you have a stable internet connection to prevent possible data loss.

Connectivity & Network Issues

If the app says “No Internet”, cannot load data, or actions like submitting timesheets get stuck:

Try the Following:

Switch Between Wi-Fi and Cellular

  • If using Wi-Fi, turn Wi-Fi off and try cellular

  • If using cellular, connect to Wi-Fi and test again

Toggle Airplane Mode

  • Turn Airplane Mode ON for a few seconds

  • Turn it OFF and try again

Check Other Apps

Open another app such as:

  • Browser

  • Maps

  • Email

This helps confirm whether your internet is working in general.

Restart Your Device

Turn your phone or tablet off, then back on.

If other apps are also failing, the issue may be related to your network provider or a local outage.

Notifications Not Coming Through

If you are not receiving push notifications or they are delayed:

Check Notification Settings

On iPhone (iOS)

Go to: Settings > Notifications > BuildOps

Confirm:

  • Allow Notifications is turned ON

  • Alerts are enabled

On Android

Go to:

Settings > Apps > BuildOps > Notifications

Confirm notifications are allowed.

Check Focus Mode / Do Not Disturb

Make sure:

  • Do Not Disturb

  • Focus Mode

are not blocking alerts.

Allow Background Activity

iPhone

Go to: Settings > General > Background App Refresh > BuildOps

Make sure it is enabled.

Android

Check:

  • Battery settings

  • App battery usage

Make sure BuildOps is not restricted and can run in the background.

Close then reopen the App

Sometimes simply opening the app again helps re-register your device for notifications. If notifications still do not work, note:

  • What type of notifications are missing

  • When the issue started

Then contact BuildOps Customer Support.

Camera, Microphone, and Location Issues

If taking photos, recording audio, or using location services is not working:

Check App Permissions

Go to: Settings > Apps > BuildOps (or the App list on iPhone)

Confirm BuildOps has permission for:

  • Camera

  • Microphone

  • Photos / Storage

  • Location

Disable Battery Saving Restrictions (Android)

In your phone’s Battery or Power settings:

  • Make sure BuildOps is not restricted

Power-saving modes may block:

  • Background activity

  • Location updates

  • Uploads

Check for Security or Parental Control Apps

If your phone is company-managed or uses security software, permissions may be blocked.

Please contact your office IT team or admin if needed.

If permissions look correct and the issue continues, please contact BuildOps Customer Support.

Forms Issues

Missing '[No Forms Used]' Button

If the '[No Forms Used]' button is not visible in the Forms section of the mobile app, it is likely due to the 'Allow Bypass' feature being disabled. To resolve this:

  1. Navigate to your BuildOps account settings.

  2. Locate the mobile settings section.

  3. Toggle the 'Allow Bypass' feature to enable it. This should restore the '[No Forms Used]' button in the app.

Legacy Forms Disappearing After Enabling Forms V3

When the Forms V3 feature is enabled, legacy forms are no longer accessible on the mobile app. However, they remain visible on the web platform. To make these forms available on mobile again, you will need to recreate them in the Forms V3 format.

If you have tried the steps above and the issue continues, please contact the BuildOps Support Team (or your office admin, who can contact us on your behalf).

To help us troubleshoot faster, please include the following:

App Version and Build Number

Open the menu (☰) and check the version number at the bottom of the screen.

Example: Version 3.70 (1249)

Please send a screenshot if possible.

Device Type and Operating System

Example:

  • iPhone 13, iOS 17.2

  • Samsung Galaxy S22, Android 14

What You Were Trying to Do

Provide a short description of what happened before the issue occurred.

Example: “Submitting timesheet for today from the Timesheets screen”

Whether You Were Online or Offline

Please note if you were using:

  • Wi-Fi

  • Cellular data

  • Offline mode

  • Airplane Mode

How Often It Happens

Let us know if the issue happens:

  • Every time

  • Occasionally

  • Only on specific screens

Screenshots or Screen Recordings

Please include:

  • Error messages

  • Where the issue appears in the app

The more details you provide, the faster we can help.

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