Troubleshooting: why records are missing

Who this is for

All users including Technicians and Supervisors.

Before you start

• Confirm you are logged in to the correct workspace
• Check your internet connection if using the mobile field app

Common Causes

If you cannot find a record that you know exists, it is usually due to one of the following filters or scope settings:

1. Incorrect Site Scope: Check the top navigation bar. If you are in "Site A" but the asset belongs to "Site B", it will be hidden.
2. Active Filters: Clear all column filters and status toggles in the list view.
3. Role Permissions: Verify that your assigned role has "View" permissions for that specific module.
4. Sync Latency: On mobile, ensure your device has completed its sync cycle to pull the latest records from the server.

What to check next

• Ask your administrator to verify your site assignments
• Search by exact Asset Code or Work Order ID

Common mistakes

• Assuming a record is deleted when it is just filtered out
• Searching for a work order that has already been closed and archived
• Expecting to see records from sites where you have no assigned access