Common Errors & Troubleshooting
Detailed solutions to the most frequently encountered issues and error messages.
"You do not have permission to perform this action"
This error appears when your role does not include the permission needed for the action you attempted. For example, an Operator trying to delete a work order, or a Viewer trying to create a handoff. First, verify that you are signed into the correct account (check your user menu). Second, confirm your role with your Org Admin. Third, try signing out completely and signing back in — sessions can sometimes carry stale role information. If your role is correct and you still see this error, the action genuinely requires a higher role — ask your Supervisor or Admin to perform it.
"Your session has expired. Please sign in again."
For security, sessions have a limited lifetime. If you have been inactive for an extended period, your session expires and you must sign in again. Any unsaved work (a handoff form you were filling out, a work order you were editing) may be lost. To prevent data loss, save your work frequently by clicking Submit or Save, especially before leaving your computer for breaks or meetings.
Data Is Not Appearing
If you expect to see work orders, stations, or handoffs that are not showing: (1) Check the team selector — you may be viewing a different team than expected. (2) Check active filters — status, priority, or date filters may be hiding the records. Clear all filters and search again. (3) Click the manual refresh button to force a data reload. (4) If you recently joined the organization, your Admin may not have assigned you to a team yet — contact them. (5) If none of these solve it, report the issue through the in-app issue reporter.
The App Feels Slow or Unresponsive
Performance can be affected by several factors: (1) Slow internet connection — test your connection speed at fast.com; at least 2 Mbps is recommended. (2) Too many browser tabs open — close unused tabs to free up memory. (3) Outdated browser — update to the latest version of Chrome, Edge, Firefox, or Safari. (4) Try a hard refresh: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac) to clear cached assets. (5) If the issue affects multiple users simultaneously, it may indicate a system-level problem — check the Updates page for any maintenance notices.
"Work order number already exists"
Work order numbers must be unique within your organization. If you receive this error when creating or bulk-uploading a work order, it means another order with that number already exists. Search the queue for the duplicate to verify. If the existing order was created in error, ask an Admin to delete it. If both orders are legitimate, adjust the new order's number to be unique — many shops use a suffix (e.g., WO-1234-A, WO-1234-B) for split orders.
"Failed to check into station"
This can occur if: (1) Another user is already checked into the station and it is configured for single-operator use — coordinate with your supervisor. (2) The station has been deactivated — check with your Admin. (3) You are not a member of the team that owns the station — ask your Admin to add you to the correct team. (4) A temporary network error occurred — try again in a few seconds.
Reporting an Issue
If you encounter a problem not covered here, use the in-app issue reporter: click the help or support icon (typically in the user menu or footer), describe the problem with as much detail as possible (what you were doing, what you expected, what happened instead), and submit. Your report is logged with your user ID, browser information, and current page context, which helps the support team diagnose the problem faster.