App is not working

This article helps users troubleshoot common issues when the BriqSafe app is not working as expected, including sign-in problems, offline sync conflicts, feature locks, and device connectivity challenges.

Note

Required role: All users

Signing In Issues

If you cannot access your workspace, check the sign-in steps and possible pitfalls.

1. Enter your email and password on the hosted sign-in screen, or use a social provider.
2. On the web, you will be taken directly to your workspace.
3. On mobile, a browser opens for sign-in and then returns you to the app with an active session.
4. If you belong to multiple organisations, select which you want to enter from the organisation selector shown after sign-in.

Common issues to watch for:

• On mobile, dismissing the sign-in browser before it finishes returns you to the initial screen silently with no error message.
• Wrong credentials show a retry error; a locked account shows a lockout message.
• If your password is forgotten, use the forgot-password option on the sign-in screen to receive a secure reset link by email.

Offline Work and Sync Conflicts

The app supports working offline but may raise conflicts and upload errors when reconnecting.

Working Offline During a Visit

1. Open the visit while online so its data caches on your device.
2. If you lose connectivity, an offline indicator appears and forms continue working normally.
3. Bluetooth thermometer pairing and the flushing timer work device-to-device and locally.
4. Readings, photos, and status changes queue and upload automatically when connectivity returns.

Important: Opening a visit offline without a prior cached session can lead to incomplete data.

Handling Sync Conflicts

If a record you edited offline was changed elsewhere meanwhile, the system uses a last-write-wins approach:

1. After reconnecting, the app syncs in the background.
2. If risk assessments, recommendations, or attachments changed on both sides, a sync-conflict notice appears.
3. Review and re-enter your changes if they were overwritten.

Avoid editing the same risk assessment on both web and mobile during an offline visit to reduce conflicts.

Retrying or Deleting Failed Sync Items

1. Open the sync-status sheet to view any failed upload items.
2. Tap Retry on individual items or use Retry failed to requeue all.
3. If an item cannot be recovered, delete it after confirming that the discarded work is lost.

Retry is offered only for temporary failures like network issues; permanent client errors only offer deletion.

Signing Out and Organisation Switching Blocked

Signing out or switching organisation is blocked while offline or if unsynced changes remain.

1. Attempting these actions offline or with unsynced queue items triggers a warning and blocks the action.
2. Reconnect and open the sync-status sheet to allow the offline queue to upload fully.
3. Try signing out or switching organisation again once the queue is empty.

Connectivity is required to clear the local queue as signing out or switching wipes it.

Feature Locks and Paywalls

You may encounter locked features due to organisational plan restrictions.

1. Locked features show a lock icon with tooltip Requires plan upgrade or an inline upgrade prompt.
2. Opening a locked feature shows Upgrade your plan with current and required tiers.
3. If an upgrade link is available, an Upgrade plan button opens the upgrade page in a new tab.
4. Otherwise, a message asks you to Contact your administrator to upgrade the organisation's plan.

Note: Entitlements are evaluated per Structure, so some may be locked while others are not. Within the mobile app, only the contact-your-administrator message appears; no pricing or upgrade options show.

Also, some organisations not yet onboarded with a live subscription appear fully unlocked intentionally until a plan is live.

Device and IoT Monitoring Issues

Newly placed devices may show a Pending status and no data if they have not started sending telemetry.

1. This status is normal and clears automatically once the device transmits its first reading over the network.
2. If the device remains Pending, check its physical sensor and network coverage.

There is no in-app manual test or retry for device telemetry.

Recognising Stale Cached Data

Cached visit data may become outdated if left for more than 12 hours offline.

1. Watch the data-freshness state on the sync-status card, which flags cached data as possibly outdated after 12 hours and outdated after 24 hours.
2. To refresh, reconnect and tap Get latest data to update the control scheme and job list.

This option is disabled while offline or when unsynced changes remain. Open visits while online to avoid stale data.