App is not working

Use this article when the BriqSafe app does not load, stops working offline, or does not appear to have uploaded your work. It covers connectivity, pending changes, failed uploads, outdated data, and sign-in problems.

Check whether the app is working offline

Core mobile features continue to work without a connection.

1. Continue using the visit list, job list, job form, thermometer pairing, flushing timer, and photo capture.
2. Save readings and job status changes on the device. The app shows that they will sync when you reconnect.
3. Reconnect to the network and leave the app open so the upload queue can drain in the background.

Embedded web pages do not work offline. For example, the Location jobs page opened from a structure card's overdue count shows Not Available Offline. Open this page while connected.

On a phone, a day appears in Visits while offline only if you opened that day there while connected. Open today's day in Visits before losing signal, or work from My BriqSafe.

Check and upload pending changes

Use the mobile sync-status screen to see whether your work is waiting to upload.

1. Tap the round cloud button at the top right of the header. If it has expanded into a status message, tap it once to shrink it, then tap it again.
2. In Your changes, review the status card and the pending changes under Jobs and Other changes.
3. Tap Upload now, or let the changes upload automatically when the connection is available.
4. To upload one change first, tap the up-arrow on that change.
5. When nothing is waiting, tap Get latest data.

Upload now is disabled while you are offline or have a poor connection. The sync-status screen is available only on mobile, and each user sees only the queue on their own device.

Resolve failed uploads

If the sync-status screen shows failed items, retry temporary failures or delete changes that cannot be recovered.

1. Open the sync-status sheet.
2. In the failed-items section, tap Retry on an item, or tap Retry failed to retry all temporary failures.
3. If a parent item is retried, its dependent uploads are queued again as well.
4. If only Delete is available, tap it and confirm the deletion.

Retry is available for temporary network or server failures. A permanent client error offers Delete only. Deleting a change cannot be undone and permanently discards the work.

Check for outdated information

Cached thresholds and job lists can become outdated while you work offline.

1. Tap the sync-status indicator in the header. Tap it a second time if it is showing a message.
2. In Your changes, read the freshness line on the status card.
3. If it says Data may be outdated or Data is outdated · Connect to get latest data, reconnect to the network.
4. After pending changes upload and the data refresh finishes, tap Get latest data if the line still shows that the data is outdated.

Get latest data is disabled while offline, while changes are waiting to upload, or while an upload or refresh is running. Data older than six hours is uploaded and refreshed automatically when you reconnect or return to the app.

Understand changes made elsewhere

When you work offline, another device or the web app may change the same record.

• A normal edit to a risk assessment or recommendation can overwrite the web edit when it syncs. No warning appears.
• If the server rejects a queued change as a conflict, the app shows Sync conflict. Re-open the record, check what was recorded, and redo the work if needed.
• A rejected queued change is not retried automatically. The notice may be the only sign that the change was dropped.
• If a visit was signed off on the web, queued job answers can show Sync failed, and the sign-off can show Visit sign-off failed. Re-open the job after syncing and check the recorded information.

Sign out or switch organisation when the app refuses

The app blocks sign-out and organisation switching while offline because it cannot re-authenticate without a network. It also blocks these actions while changes are waiting to upload or are uploading.

1. Reconnect to the network.
2. Open the sync-status sheet and let pending changes upload.
3. Retry any failed changes before signing out or switching organisation.
4. Retry sign-out or organisation switching.

Failed changes and photo uploads paused while you annotate them do not block these actions, but they are removed with the local queue. Retry failed changes first or they will be lost. Do not use Can't unlock? Sign out instead on the App Locked screen when changes are pending: that link signs you out without these checks and deletes the pending changes.

Resolve sign-in and home-screen problems

• If the mobile sign-in sheet was closed early, the app shows Sign in was cancelled. Tap Sign In to try again. Tap Sign In and complete sign-in again.
• If the session expired, the app shows Your session has expired. Please sign in again. Sign in again through the hosted sign-in service.
• If another sign-in error appears, read the message shown in the banner before assuming that the session expired.
• If My BriqSafe shows an empty card for Jump back in or Latest Reports, pull down to refresh. An empty card can mean that the load failed.
• If the home screen shows an account or organisation access banner, follow its action, such as Restore account, Create account, or Sign out, or contact your administrator as instructed by the banner.

Check biometric app lock

If biometric unlocking is unavailable, check that Face ID, Touch ID, or a fingerprint is enrolled in the device settings. If the biometric check fails while enabling it, the setting remains off.

1. Tap the BriqSafe logo button to open the menu. On a tablet, open the menu from the sidebar.
2. Tap Biometrics.
3. Turn on Use Face ID, Use Touch ID, or Use Biometrics, depending on the device.
4. Complete the biometric check.

Biometric locking only re-gates an already signed-in session on that device. It does not replace sign-in multi-factor authentication.

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