Troubleshooting

Most Log problems come down to sign-in, syncing or connectivity. Here is what the common cases mean and how to clear them.

I cannot sign in#

• "You have entered an invalid email or password" - the credentials did not match. Check for typos and caps lock.
• "No free licences available" / "Maximum number of logins reached" - all your plan's seats are in use. Wait for one to free up, or ask your administrator.
• Account disabled / kicked - your account is not active, or your session was ended on another device. Ask your administrator, then sign in again.

See Install and sign in.

I am asked to update#

When an update is required, Log blocks sign-in until you install the new version from the App Store or Google Play. Update, then open the app again.

My projects or data are not there#

• Not synced yet - a project's data downloads when you sync it. Connect to the internet and let it sync, then it is available offline.
• Creating needs a connection - creating or editing a project, or previewing a log, needs internet. "Internet is required" means you are offline for an action that needs it.

Syncing is stuck#

• Log is offline-first, so day-to-day logging works with no signal and syncs when you reconnect - you do not need to do anything.
• If a sync will not complete, the surest fix is to close the app and sign in again. If it keeps happening, contact support.

I cannot mark a location complete#

The location still has fields that are required on completion (green asterisk). Log lists what is missing, grouped by table - fill those in and finish. See Completing a location.

I cannot preview a PDF log#

Log previews are rendered in the cloud, so previewing needs an internet connection. Reconnect and try again. See Logs, export and backups.

A field or table I expected is missing#

The tables and fields you see come from your configuration and the collections the location uses. If something is missing, check the collection you are in, and that the location uses the right collections. Configurations are managed in Product OS.

Still stuck?#

Note what you were doing and any message you saw, and contact GIMLabs support or your company administrator.