> ## Documentation Index
> Fetch the complete documentation index at: https://withforerunner.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Resolve common mobile app issues and get help

This guide covers common issues you might encounter with the Forerunner mobile app and how to resolve them. If you don't find your issue here, contact Forerunner support for assistance.

## Sign-in issues

<AccordionGroup>
  <Accordion title="I can't sign in to my account">
    **Possible causes:**

    * Incorrect email or password
    * Account doesn't exist
    * Network connectivity issues
    * Account is disabled

    **Solutions:**

    1. Verify you're using the correct email address
    2. Reset your password using "Forgot password" on the web at app.withforerunner.com
    3. Check your internet connection
    4. Contact your administrator to verify your account is active
  </Accordion>

  <Accordion title="Two-factor authentication isn't working">
    **Possible causes:**

    * Authenticator app time is out of sync
    * Using codes from the wrong account
    * SMS codes not arriving

    **Solutions:**

    1. Open your authenticator app and verify you're using the code for your Forerunner account
    2. Check that your device time is set to automatic
    3. Wait for the code to refresh and try again
    4. If using SMS, verify your phone number is correct in account settings
    5. Contact your administrator if the issue persists
  </Accordion>

  <Accordion title="Biometric unlock stopped working">
    **Possible causes:**

    * Biometrics were disabled on your device
    * Too many failed attempts
    * App needs to re-authenticate

    **Solutions:**

    1. Try signing in with your password
    2. When prompted, re-enable biometric unlock
    3. Check device settings to ensure biometrics are enabled
    4. Restart your device if biometrics aren't responding
  </Accordion>

  <Accordion title="I'm signed out unexpectedly">
    **Possible causes:**

    * Session expired after extended inactivity
    * App was updated
    * Account security settings changed

    **Solutions:**

    1. Sign in again with your credentials
    2. If this happens frequently, check with your administrator about session timeout settings
    3. Ensure the app is updated to the latest version
  </Accordion>

  <Accordion title="I can't access my account after switching devices">
    **Possible causes:**

    * Biometric credentials are device-specific
    * Need to re-authenticate on the new device

    **Solutions:**

    1. Sign in with your email and password on the new device
    2. Set up biometrics when prompted
    3. Download offline packs for your work areas
  </Accordion>
</AccordionGroup>

## Sync issues

<AccordionGroup>
  <Accordion title="Data I created offline isn't syncing">
    **Possible causes:**

    * No internet connection
    * Connection is too slow or unstable
    * Server error during upload
    * Data errors

    **Solutions:**

    1. Verify you have a stable internet connection (check the connectivity indicator)
    2. Pull down to refresh and trigger a manual sync
    3. Move to an area with better connectivity
    4. Wait a few minutes and try again
    5. Check for error indicators on specific items—tap them for details
    6. If syncing continues to fail, contact support
  </Accordion>

  <Accordion title="Sync shows 'Failed' status">
    **Possible causes:**

    * Missing required fields
    * Permission issue
    * Server temporarily unavailable
    * Data conflict

    **Solutions:**

    1. Tap the failed item to see error details
    2. If it's a field error, edit the record and ensure all required fields are complete
    3. Verify you have permission to create that type of data
    4. Wait and try syncing again
    5. If the issue persists, the app backs up failed data. Contact support for help recovering it.
  </Accordion>

  <Accordion title="Changes I made on the web aren't showing on mobile">
    **Possible causes:**

    * App hasn't synced recently
    * Working in offline mode
    * Cached data is outdated

    **Solutions:**

    1. Pull down to refresh and sync the latest data
    2. Verify you're connected to the internet
    3. If offline, changes won't appear until you reconnect
    4. For offline pack areas, update your offline pack to get the latest data
  </Accordion>

  <Accordion title="Sync is taking a very long time">
    **Possible causes:**

    * Large amount of data to upload (many photos)
    * Slow internet connection
    * Server processing multiple requests

    **Solutions:**

    1. Keep the app open during sync—backgrounding may pause uploads
    2. Connect to Wi-Fi for faster uploads
    3. Be patient with large photo uploads
    4. If sync seems stuck, try moving to a better connection
  </Accordion>
</AccordionGroup>

## Offline issues

<AccordionGroup>
  <Accordion title="I can't download an offline pack">
    **Possible causes:**

    * No internet connection (required for downloads)
    * Insufficient device storage
    * Pack is still processing on the server
    * Wi-Fi required but using cellular

    **Solutions:**

    1. Connect to a stable Wi-Fi network
    2. Check your device's available storage (need at least 500 MB free)
    3. If the pack shows "Processing," wait a few minutes and try again
    4. Delete unused apps or files to free up space
    5. Try a different network if the download keeps failing
  </Accordion>

  <Accordion title="My offline pack expired">
    **Why this happens:** Offline packs expire after 15 days to ensure data freshness.

    **Solutions:**

    1. Connect to the internet
    2. Go to **Settings** > **Offline Maps**
    3. Tap **Update** or **Download** on the expired pack
    4. Wait for the download to complete
    5. Set a reminder to refresh packs weekly if you work in the field regularly
  </Accordion>

  <Accordion title="Some features don't work offline">
    **Why this happens:** Certain features require an internet connection by design.

    **Features that require connectivity:**

    * Downloading new offline packs
    * Searching for users
    * Viewing areas outside your pack
    * Location sharing
    * Signing out or switching accounts
    * Viewing real-time updates from other users

    **Solution:** Plan field work knowing these limitations. Download all needed data before leaving connectivity.
  </Accordion>

  <Accordion title="Map shows blank areas outside my offline pack">
    **Why this happens:** Offline packs only include data within their geographic boundary.

    **Solutions:**

    1. Download additional offline packs for other areas you need
    2. Connect to the internet to view areas outside your packs
    3. Check pack boundaries in **Settings** > **Offline Maps**
  </Accordion>
</AccordionGroup>

## Map issues

<AccordionGroup>
  <Accordion title="The map is blank or not loading">
    **Possible causes:**

    * No offline pack for the area
    * App needs to re-download map tiles
    * Network issue while loading
    * App cache is corrupted

    **Solutions:**

    1. Check that you have an offline pack for the area (if offline)
    2. Connect to Wi-Fi and zoom around the area to load tiles
    3. Force close and reopen the app
    4. Update your offline pack
    5. If the issue persists, try signing out and back in
  </Accordion>

  <Accordion title="My location isn't accurate">
    **Possible causes:**

    * Poor GPS signal
    * Device location services issue
    * Inside a building or area with obstructions

    **Solutions:**

    1. Move to an open area with clear sky view
    2. Wait a moment for GPS to acquire a better fix
    3. Check that location services are enabled for Forerunner
    4. Restart location services on your device
    5. When creating properties, manually adjust the location marker if needed
  </Accordion>

  <Accordion title="Layers aren't displaying correctly">
    **Possible causes:**

    * Layer not enabled
    * Layer not included in offline pack
    * No data for that layer in current area
    * Layer loading issue

    **Solutions:**

    1. Open layer controls and verify the layer is toggled on
    2. Check that the layer is included in your offline pack
    3. Connect to the internet to see if the layer loads online
    4. Some layers only have data in certain areas—zoom to where data exists
  </Accordion>

  <Accordion title="Map performance is slow">
    **Possible causes:**

    * Too many layers enabled
    * Device resources are low
    * Large number of features in view
    * App needs to be refreshed

    **Solutions:**

    1. Disable layers you're not currently using
    2. Close other running apps
    3. Zoom in to reduce the number of visible features
    4. Force close and reopen Forerunner
    5. Restart your device if issues continue
  </Accordion>
</AccordionGroup>

## Data collection issues

<AccordionGroup>
  <Accordion title="Form won't submit">
    **Possible causes:**

    * Required fields are incomplete
    * Field contains invalid data
    * Document upload issue
    * App error

    **Solutions:**

    1. Scroll through the entire form looking for error indicators
    2. Ensure all fields marked with \* are completed
    3. Check that dates, numbers, and selections are in the correct format
    4. Remove and re-add any documents that show errors
    5. If the form still won't submit, note the error message and contact support
  </Accordion>

  <Accordion title="Photos aren't saving or uploading">
    **Possible causes:**

    * Device storage is full
    * Camera permission not granted
    * File is too large
    * Temporary app error

    **Solutions:**

    1. Check available device storage
    2. Verify camera permissions are enabled for Forerunner in device settings
    3. Try taking a new photo instead of selecting a large file from the library
    4. Force close and reopen the app
    5. Restart your device
  </Accordion>

  <Accordion title="Video upload is slow or fails">
    **Possible causes:**

    * Video file is large (limit is 600 MB per file)
    * Unstable or slow connection

    **Solutions:**

    1. Keep the app open during upload; backgrounding may pause it
    2. Compress long videos or split into shorter segments if you hit the 600 MB limit
    3. Ensure the video is MP4 or MOV; other formats may not be accepted
  </Accordion>

  <Accordion title="I created a record on the wrong property">
    **Solutions:**

    1. If you have edit permissions and the record hasn't synced, you may be able to delete it
    2. Contact your administrator to move or delete the record
    3. Create the correct record on the right property
    4. For future prevention, zoom in further before selecting properties in dense areas
  </Accordion>

  <Accordion title="Record type I need isn't available">
    **Possible causes:**

    * Record type not included in offline pack
    * You don't have permission for that record type
    * Record type isn't enabled for mobile

    **Solutions:**

    1. Connect to the internet to see all available record types
    2. Check with your administrator about record type permissions
    3. Update your offline pack to include the record type
  </Accordion>
</AccordionGroup>

## App issues

<AccordionGroup>
  <Accordion title="App crashes when I open it">
    **Possible causes:**

    * App needs to be updated
    * Corrupted app data
    * Device software issue

    **Solutions:**

    1. Update the app to the latest version
    2. Restart your device
    3. If crashes continue, delete and reinstall the app (note: this removes offline packs)
    4. Ensure your device OS meets minimum requirements (iOS 13+ or Android 9+)
  </Accordion>

  <Accordion title="App is using too much storage">
    **Possible causes:**

    * Multiple offline packs downloaded
    * Large amounts of cached data
    * Pending uploads with photos

    **Solutions:**

    1. Delete offline packs you no longer need
    2. Ensure all pending data has synced
    3. Check **Settings** > **Offline Maps** to see storage usage
    4. The app automatically manages some cache, but deleting unused packs helps most
  </Accordion>

  <Accordion title="App is draining my battery quickly">
    **Possible causes:**

    * GPS/location services running continuously
    * App syncing frequently
    * Screen brightness and map rendering

    **Solutions:**

    1. If location sharing is enabled, consider disabling when not needed
    2. Reduce screen brightness
    3. Close the app when not actively using it
    4. Bring a battery pack for full-day field work
  </Accordion>

  <Accordion title="Notifications aren't working">
    **Possible causes:**

    * Notifications disabled for Forerunner
    * Do Not Disturb mode
    * App running in restricted background mode

    **Solutions:**

    1. Check device settings to ensure notifications are enabled for Forerunner
    2. Verify Do Not Disturb is off or Forerunner is allowed through
    3. Check battery saver settings that might restrict background activity
  </Accordion>

  <Accordion title="App is showing an old version">
    **Why this happens:** App updates aren't always automatic.

    **Solutions:**

    1. Open the App Store (iOS) or Google Play (Android)
    2. Search for Forerunner
    3. If an update is available, tap **Update**
    4. Enable automatic updates to stay current
  </Accordion>
</AccordionGroup>

## Task issues

<AccordionGroup>
  <Accordion title="My tasks aren't showing">
    **Possible causes:**

    * Tasks haven't synced
    * Tasks are outside your offline pack area
    * Filter is hiding tasks

    **Solutions:**

    1. Pull down to refresh the task list
    2. Check the status filter—make sure you're viewing the right status
    3. Verify you're connected to sync the latest assignments
    4. Tasks may only appear if the associated property is in your offline pack
  </Accordion>

  <Accordion title="I can't delete a task">
    **Why this happens:** Deletion rules differ online vs. offline.

    * **Online:** You can delete tasks if you have permission
    * **Offline:** You can only delete tasks you created offline that haven't synced

    **Solution:** Wait until you're online to delete synced tasks, or contact the task creator to delete it.
  </Accordion>

  <Accordion title="Task changes aren't saving">
    **Solutions:**

    1. Verify you tapped **Save** after making changes
    2. Check for error messages
    3. Ensure all required fields are complete
    4. If offline, changes save locally and sync later—check for the pending indicator
  </Accordion>
</AccordionGroup>

## Getting additional help

If your issue isn't covered here:

### Check connectivity first

Many issues resolve by establishing a stable internet connection. Before contacting support:

1. Connect to Wi-Fi
2. Pull down to refresh and sync
3. Try the action again

### Gather information

When contacting support, include:

* Your device type and OS version
* App version (found in **Settings**)
* Description of the issue
* Steps to reproduce the problem
* Any error messages displayed
* Screenshots if helpful

### Contact support

* **Email support:** Contact Forerunner support through your account
* **Community administrator:** For account access and permission issues
* **Web platform:** Some issues may be easier to investigate from the web at app.withforerunner.com

### Force close and restart

Many temporary issues resolve by force closing and reopening the app:

**iOS:** Swipe up from the bottom (or double-press Home), find Forerunner, and swipe up to close.

**Android:** Open recent apps, find Forerunner, and swipe away or tap X to close.

Then reopen the app from your home screen.

### Last resort: Reinstall

If issues persist after trying all solutions:

1. Ensure all data has synced (check that nothing shows "Pending")
2. Delete the app from your device
3. Reinstall from the App Store or Google Play
4. Sign in and download your offline packs again

<Warning>
  Reinstalling deletes all offline packs and any unsynced data. Only reinstall if you've confirmed all data has synced and other solutions haven't worked.
</Warning>

## Related documentation

* [Getting started with mobile](/mobile/getting-started) - Initial app setup
* [Offline mode](/mobile/offline-mode) - Working without connectivity
* [Collecting field data](/mobile/collecting-data) - Creating records and capturing photos
* [Using maps on mobile](/mobile/using-maps) - Map navigation and layers