Dingo Desk Troubleshooting - Common Issues & Solutions

Common issues you might encounter while using Dingo Desk and how to resolve them.

Login Issues

I can’t log in

1. Check your email and password for typos
2. Use the “Forgot Password” option to reset your password
3. Ensure you have an internet connection
4. Try closing and reopening the app
5. If using Google/Apple sign-in, check that the service is available

I forgot my password

1. On the login screen, tap “Forgot Password”
2. Enter your email address
3. Check your email for a reset link
4. Click the link and create a new password
5. Log in with your new password

My account is locked

After multiple failed login attempts, your account may be temporarily locked. Wait 15 minutes and try again. If the issue persists, contact support.

Job Issues

I can’t see a job I created

1. Check that you’re in the correct organisation
2. Verify the job isn’t in “Draft” status
3. Check your filters — you may have a status filter active
4. Try searching by job title or customer name

A job won’t sync

1. Ensure you have an internet connection
2. Pull down to refresh the job list
3. Close and reopen the app
4. If the issue persists, the job data may need to be refreshed on the server

I can’t start a job

1. Check that the job is assigned to you
2. Verify the job status allows starting (Scheduled or Pending)
3. Check if geofencing requires you to be at the location
4. Contact your manager if the job needs to be reassigned

Report Issues

My report won’t generate

1. Ensure the job is marked as “Completed”
2. Check that all required fields are filled in
3. Verify you have an internet connection
4. Try closing and reopening the job

Photos aren’t appearing in my report

1. Check that photos were uploaded successfully
2. Ensure photos are attached to the job or section
3. Large photos may take longer to process
4. Try regenerating the report

Report quality is poor

1. Use higher resolution photos
2. Ensure good lighting when taking photos
3. Check your branding settings (logo, colours)
4. Contact support if the issue persists

Media Issues

Camera isn’t working

1. Check camera permissions in your device settings
2. Ensure no other app is using the camera
3. Close and reopen Dingo Desk
4. Restart your device if the issue persists

Photos aren’t saving

1. Check storage space on your device
2. Verify upload status (look for sync indicators)
3. Ensure you have an internet connection for upload
4. Photos will sync when you reconnect if offline

Video playback issues

1. Ensure the video has finished uploading
2. Check your internet connection speed
3. Try closing and reopening the video
4. Large videos may take longer to load

Notification Issues

I’m not receiving notifications

1. Check notification permissions in device settings
2. Ensure Dingo Desk notifications are enabled
3. Check your notification preferences in the app
4. Verify your device isn’t in Do Not Disturb mode
5. Close and reopen the app to re-register for push notifications

Notifications aren’t navigating to the right screen

1. Ensure the related job/report/incident still exists
2. Check that you have permission to view the content
3. The content may have been deleted by another user

Sync Issues

My data isn’t syncing

1. Check your internet connection
2. Pull down to force a sync
3. Close and reopen the app
4. Check your data usage if on mobile network
5. Data will sync automatically when connection is restored

Other team members can’t see my changes

1. Changes sync when both users have internet access
2. Pull down to refresh the relevant screen
3. Check that you’re both in the same organisation
4. Verify the other user has permission to view the changes

App Performance

The app is running slowly

1. Close other apps running in the background
2. Check your internet connection speed
3. Reduce the number of jobs displayed (use filters)
4. Clear the app cache (iOS: offload app, Android: clear cache)
5. Restart your device

The app crashes

1. Update to the latest version of Dingo Desk
2. Update your device operating system
3. Restart your device
4. Reinstall the app (make sure your data is synced first)

Still Having Trouble?

If you’ve tried the solutions above and are still experiencing issues:

• Email support: support@dingodesk.com.au
• In-app support: Use the help feature in the app
• Include details: Describe the issue, steps to reproduce, and any error messages

We aim to respond to all support inquiries within 24 hours.