When your inspection photos go missing or fail to appear correctly in the Spectora app, it can be frustrating. Fortunately, there are several troubleshooting steps you can take to resolve these issues. This article will guide you through basic and advanced troubleshooting techniques to help you recover your missing photos.
Basic Troubleshooting Steps
These basic troubleshooting steps address common issues that can disrupt the normal functioning of apps and devices. Start with these steps as they are the first ones we recommend trying:
Ensure Internet Connection: Verify that your device is connected to the internet. A stable connection is essential for syncing data and loading inspections.
Sometimes, your internet connection can have interruptions. Spectora takes a solid connection to function properly, so sometimes trying another network or a cellphone hotspot can be helpful!
Swipe Down to Refresh: On the main screen of the Spectora app, swipe down to refresh. This action can re-establish the connection to the server and reload data.
Fully Close the App: Closing the app completely can resolve temporary issues such as a stuck loading screen. Here’s how to do it:
iOS: Double-click the Home button or swipe up from the bottom of the screen (for newer models) to open the app switcher. Swipe up on the Spectora app to close it.
Android: Open the recent apps screen (usually by tapping the square button or swiping up from the bottom) and swipe the Spectora app off the screen to close it.
Power Down the Device: Fully power off your device and then turn it back on. This action resets the RAM, clearing out temporary data that could be causing the issue. Note: Ensure it's a full power down, not just a restart.
Log Out and Back In: Logging out and then back into the Spectora app can refresh your credentials and resolve authorization errors.
Check Photo Format Compatibility: Certain photo file types, like HEIC, may not display properly in Spectora, even if technically accepted. Ensure your photos are saved in JPEG or PNG format for better compatibility.
For iPhone Users: Check the photo format settings on your iPhone:
Go to Settings > Camera > Formats.
Ensure the selected option is "Most Compatible" instead of "High Efficiency" (HEIC/HEIF format), as the latter can cause upload issues due to limited compatibility.
This adjustment ensures faster and more reliable uploads to Spectora.
Advanced Troubleshooting Steps
If the basic steps do not resolve the issue, try these advanced troubleshooting techniques:
Check Photo File Type: JPG, PNG, and HEIC/HEIF photos are accepted & compatible with Spectora. WebP, RAW, GIF, and DJI photo files are not compatible.
Retry Media Upload: In the sync queue click the refresh arrow icon. This will retry the media uploads.
Send Debug Information: If you continue to experience issues, send debug information to Spectora support. This can provide insights into what might be causing the problem.
Debug Instructions: Navigate to the app settings and look for the 'Send Debug Information' option. Follow the prompts to send the necessary data to support.
Check Internet Settings: Ensure your internet settings are correct and stable. If you experience intermittent connectivity, it can disrupt the syncing process.
Toggle Auto-Sync Off and On: Sometimes, toggling the auto-sync feature off and then back on can resolve syncing issues.
How to Toggle: Go to the sync settings in the app, turn off auto-sync, wait a few seconds, and then turn it back on.
On the Web
Perform a Full Sync Ensure that all data is synchronized from your app to the Spectora web platform. This step confirms any recently added or updated data is sent to the web editor.
Access the Force Payload Rebuild Tool
Navigate to the settings menu within the report editor on the web.
Choose the Force Payload Rebuild option to refresh the data synchronization process.
Refresh the Page After applying the Force Payload Rebuild, refresh your browser window. This will ensure that the changes are displayed correctly in the Report Viewer and PDF outputs.
What Is the Force Payload Rebuild Tool?
The Force Payload Rebuild tool ensures that the report data displayed on the web version of your report matches the data synchronized from your app in the web editor. It effectively refreshes and rebuilds the report payload, addressing discrepancies that arise during synchronization between the app and the web.
Issues That the Tool Can Address
The Force Payload Rebuild tool is particularly useful for resolving the following problems:
Missing report data that does not display properly.
Discrepancies between the Report Editor and Report Viewer, such as missing pictures or general information.
Synchronization problems that persist despite marking all sections as complete.
Recurring or persistent display issues causing items to fail appearing in reports.
Reports that have been paid and signed showing as incomplete in the client portal.
By following these troubleshooting steps, you should be able to locate and recover any missing photos. If you continue to experience issues, don't hesitate to contact Spectora support for further assistance.
If you have any questions or feedback, write into our chat bubble or email support@spectora.com!
