Troubleshooting: solving the common problems

Organised by symptom, because that is how a problem arrives. Each entry names the likely cause first, since the cause is usually the same one.

The BOQ total does not match my Excel file

Most likely: subtotal rows imported as line items. Formula rows for section totals look like ordinary rows to an importer, and importing them double counts the section.

1. 1Compare imported line count against your row count, excluding headers and blanks. A higher count points at subtotals.
2. 2Sort imported lines by value, descending. Section totals stand out immediately at the top.
3. 3Delete them, or reimport with those rows marked as section breaks.
4. 4If the difference is small and odd rather than large and round, look for a rate stored as text: it imports as zero.

A cost is in the project but not in line variance

Most likely: the cost was posted to the project without a BOQ line. Project totals include it, line variance cannot.

• Open project costs and filter for entries with no line code.
• Assign them to the correct line. The variance report updates on the next run.
• If this is frequent, the field workflow is the cause: line coding should be one tap from where the supervisor already is.

Site entries are not appearing in the web app

Most likely: they have not synced yet. The mobile app records offline and uploads when a connection returns.

1. 1

   Check the pending queue on the device

   The app shows entries waiting to upload. If they are there, the record exists and is safe.

2. 2

   Open the app inside coverage

   Sync runs in the background but needs the app opened at least once on a working connection.

3. 3

   Check the project assignment

   If the supervisor was unassigned from the project, new entries have nowhere to land.

4. 4

   Confirm the session is valid

   An expired session queues entries but cannot upload them. Logging in again releases the queue.

Someone cannot see a project

Most likely: role is set, assignment is not. The two are separate: the role says what they can do, the assignment says where.

• Check the project team list, not just the user role.
• For clients, check the project is attached to their client company. Client access is scoped through the company, not the project directly.
• On mobile, a new assignment appears after the next sync, not instantly.

Progress is above 100 percent on a line

Most likely: work has been built beyond the BOQ quantity. That is a variation and should be recorded as one.

1. 1Confirm the extra quantity is real and not a duplicated entry for the same day.
2. 2If real, raise a revision on the line with the instruction that authorised it.
3. 3If there is no instruction, raise it as a proposed variation now. It is far easier to claim this week than at final account.

Payroll total disagrees with what the supervisor expected

Most likely: a rate change or a missing day.

• Rates apply from the date they were set, so a mid-month change produces two rates in one period. That is correct behaviour, not an error.
• Filter attendance for the period and look for missing days rather than wrong amounts. A missing day is the more common cause.
• Check whether the worker was recorded on a second project on the disputed days.

Cash on hand does not match the physical cash

Most likely: site float spending recorded late, or an expense recorded twice.

1. 1Reconcile the float separately from the bank account. Mixing them hides which one drifted.
2. 2Look for the same expense entered by both the site and the office. Duplicates cluster around amounts under the approval threshold.
3. 3Reconcile weekly from now on. A weekly gap is findable in minutes.

A report looks wrong

Before treating it as a bug, check the three things that account for most report surprises:

Still stuck

Contact support with three things: what you expected, what you saw, and the project and date range involved. That combination resolves most cases on the first reply.