This help page contains a few simple things you can do if you experience any issues with the mobile app. It also outlines some of the key information our team will need if you submit a support ticket.
Step 1. Check you are using the latest version of the mobile app
This will ensure you benefit from the most recent features and performance improvements. Follow the steps on the updating the mobile app help page to complete this check.
Step 2. Ensure that your device has adequate storage
When device storage approaches its limits, it will stop apps from creating additional data. This could cause symptoms like the camera icon disappearing or failed checklist uploads. In more extreme cases, it will automatically delete cached data from apps which can cause work to be lost.
You can check the storage status of your device via the Settings menu on your phone. Search for storage within the settings menu or refer to the user guides available online from Android or iOS.
Please ensure that your storage is under 95% and/or you have several GB of capacity available (whichever is greater). It’s important to note that even if your storage is at an acceptable level now it can quickly change, please monitor this proactively to prevent problems if you know you are close to the limits.
Step 3. Delete successfully uploaded checklists
Unnecessarily retained data from successful uploads will cause performance issues. Once you have uploaded a checklist you no longer need to keep the local copy on your device.
There is a setting available which will automatically clear successful uploads after a prescribed period, we would recommend that everyone enable this. Alternatively, you can delete individual checklists manually by clicking on the red bin icon next to the entry on the uploads tab.
Step 4. Check your device meets the system requirements
The phone or tablet that you are running the app on must meet certain requirements. For full details of those requirements, please see the mobile app system requirements help page.
Step 5. Are you still experiencing issues?
Completing the above health checks will resolve most issues and faults. If the fault persists, please contact support. You can submit a request online, email support@quooda.com or call us on 0207 397 1450.
To help us resolve the issue quickly, please include the following information:
- A detailed description of the fault or issue you are experiencing. Where possible, attach screenshots of the error as these are extremely helpful.
- Confirmation that you have seen this help page and completed steps 1-4. If you do not say this, the initial response from the support agent may be to send you the instructions on this page.
- The app version number you are using. This is located under the QUOODA® logo on the app login screen.
- Your device make/model and the version of the operating system you are using. These can be located within the settings or your Android or iOS device.
- Examples (iPhone 13, iOS 16.0.2) or (Samsung A32, Android 13.0.0)
- If you are experiencing an issue uploading checklists, an extract of the upload logs from your device can also be useful. To do this, go to the ‘Uploads’ tab in the app and double-tap on any of the blue category banners. In the example below I double-tap on ‘Successfully uploaded’. This will open a window allowing you options to share the QUOODALOGS zip folder from your device. Your sharing options will depend on which apps you have installed on your device.
TOP TIP - We would recommend choosing an online file-saving application like OneDrive or Google Drive, you can then send us a share link to download the file.