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Troubleshoot the mobile app

Camera does not open​

Open the phone's application settings for Planboo and set camera permission to Allow only while using the app. Return to the draft and try the photo field again.

Location cannot be found​

Open the application settings and set location permission to Allow only while using the app. Enable precise location where field mapping requires it, then return outdoors or to a position with a clearer satellite view.

Screen is difficult to read​

The training manuals recommend using the phone's light appearance rather than dark mode. Change this in the phone display settings if labels or controls are not clear.

A record is missing​

Check the record creator's phone before entering it again. A phone icon means the record is waiting locally; a cloud icon means it has synchronized. Kiln supervisors only see finished, synchronized records in their view-only lists.

Reconnect to a reliable network, run Sync Offline Cooks or Sync Phone Data—whichever appears for your app version and role—and wait for photo uploads to finish. See Offline synchronization.

Before escalating, record:

  • the app version and phone operating-system version;
  • the company, project, and workflow involved;
  • whether the record is local, pending, failed, or submitted;
  • whether photos or other files are still uploading;
  • the approximate time and timezone of the attempt;
  • the visible error message, with a screenshot when safe.

Do not clear application storage or uninstall the app while unsynchronized work may remain on the phone. Those actions can remove evidence needed for recovery.