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Troubleshooting

Use the quick reference table to find your symptom, then jump to the detailed steps below.

Quick reference table​

SymptomWhat to check firstFull steps
Cannot log inGoogle account domain, access state in User AccessCan't log in
Data looks old or wrongSync status, last sync timeData looks out of date
Time correction not showing or stuckCorrection status, write-back error messageTime correction is stuck
Report shows no dataDate range filter, role permissionsReport shows no data
Invoice won't generateMissing rate or company mapping, Needs Review flagInvoice won't generate
Automation reminder didn't fireRule status, run history, server timezoneAutomation reminder didn't fire
Page loads slowly or times outDate range too large, browser cachePage loads slowly

Detailed troubleshooting​

Can't log in​

You land on an error screen or the sign-in button does nothing.

  • Wrong Google account. The app only accepts accounts ending in @precisionsiteservices.com. If you signed in with a personal Gmail, sign out of Google and try again with your company account.
  • Account not in the system. Even with the right Google account, you need an entry in the app's user list. Ask an admin to add you under Settings → User Access.
  • Account is inactive. Your account may have been disabled. Ask an admin to check your access state.
  • Pop-up blocked. The Google sign-in window opens in a pop-up. If your browser blocks pop-ups, a small icon appears in the address bar — click it and choose "Always allow" for this site, then try again.
  • Cached page or wrong URL. Close the tab, open a fresh browser tab, and navigate to the official app URL. Do not use a saved link to a specific page inside the app.

See also: Signing In

Data looks out of date​

Records you know exist are not showing up, or you see values that do not match the latest spreadsheet.

  • Wait a few minutes. The app pulls from the Google Sheet on a schedule (roughly every five minutes). A recently added or changed record may not have arrived yet.
  • Hard-refresh the page. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to reload without the browser cache.
  • Check whether it is only one record or everything. If one record is missing but others are current, the individual record may have failed to sync. Ask an admin to check for sync errors.
  • Check sync status with an admin. Admins can see the source sync state and trigger a manual sync. If the last successful sync was more than 15 minutes ago, something may be wrong on the integration side.
  • Write-back delay. If you approved a time correction and the change has not appeared in the spreadsheet yet, check the correction's status. If it shows "Failed," the write-back hit an error. If it shows "Manual Review," the change needs to be applied to the spreadsheet by hand.

See also: Data Syncing Explained

Time correction is stuck / not showing​

You submitted or approved a correction, but the status has not updated or the correction does not appear.

  • Status is "Pending." This is normal — the correction is waiting for an accounting or admin user to review it. It is not stuck; it just has not been approved yet.
  • Status is "Failed." The write-back to the spreadsheet hit an error. The correction detail row shows the error message. Common causes are a locked row in the sheet or a renamed sheet tab. An admin can resolve this.
  • Status is "Manual Review." The changed field cannot be synced automatically. The fix must be applied directly in the Google Sheet. Once done, an admin marks the item resolved.
  • Correction not in the list. Use the filter bar at the top of People → Time Corrections. Set the Status filter to "All" and search by the worker's name. If it still does not appear, it may have been submitted against a different record — check the date.
  • Submitted twice by mistake. Ask the reviewer to reject the duplicate correction, then keep the correct one.

See also: Correcting a Time Entry

Report shows no data​

A report page loads but the table is empty or shows no results.

  • Check the date range. The most common cause is a date filter set to a range with no data. Reset the filter or widen the date range and try again.
  • Check the company or crew filter. If you have the Company or Crew filter set to a specific value, it may be filtering out all results. Switch to "All" and see if data appears.
  • Check your permissions. Each report requires a specific role permission. If you can see the page but cannot see any data, your role may not include the right permission. Check with an admin.
  • No records for that period. If the date range is correct and your permissions are fine, there may genuinely be no clock-in records for that period. Confirm with the field operations team.
  • Sync has not run yet. If the period you are looking for just ended, the clock-in records may not have synced yet. Wait a few minutes and refresh.

Invoice won't generate​

You try to generate an invoice but the row shows "Needs Review," or the generate button is disabled.

  • Missing hourly rate. The field worker must have a current hourly rate on file. Go to People → Field Workers, open the worker's detail page, and check the Payroll card. Add a rate if one is missing.
  • Missing company mapping. The job the worker clocked into must be linked to a company. Go to People → Jobs, open the job, and make sure the Company field is filled in.
  • Zero hours. If the worker has no payable hours in the period, the invoice row shows "Needs Review." Confirm the clock-in records exist and are not void.
  • Existing invoice already generated. If an invoice was already generated for this worker and period, the row shows "Generated" or "Sent" instead of "Ready." You cannot generate a duplicate — edit the existing invoice instead.
  • CIP issue blocking billing. If the job is flagged for CIP and the status is "Blocked," resolve the CIP issue first. See Reports → Contractor Insurance.

Automation reminder didn't fire​

A scheduled reminder was supposed to run (for example, the Monday morning weekly delivery) but nothing was sent.

  • Check the rule status. Go to Settings → Automations and confirm the rule is set to "Active." If it is "Inactive," it will not run.
  • Check the run history. Click the rule to see its execution history. If the last run shows "Failed," there will be an error message explaining what went wrong.
  • Check the day and time setting. Confirm the rule's day-of-week and time match what you expect. Rules run on a server schedule in the configured timezone (usually Mountain Time).
  • No eligible teams or recipients. If there are no active recipients for the rule's assigned team, the rule runs but sends nothing. Check the recipients list under Settings → Automations.
  • Trigger manually. An admin can click "Run Now" on the rule to trigger it manually and see if the delivery succeeds. If it does, the scheduled trigger may have missed a window — contact IT if it keeps happening.

Page loads slowly or times out​

A report or list page takes a very long time to load, or returns a timeout error.

  • Narrow the date range. Large date ranges can produce enormous result sets. Try limiting the report to one week at a time instead of a full month or quarter.
  • Try a different filter. Filtering by a single company, crew, or job narrows the data and speeds up the query.
  • Clear browser cache and reload. Old cached data can sometimes cause slow loads. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force a full reload.
  • Check your network connection. A slow or unstable Wi-Fi connection can make the app appear slow when the server is actually fine.
  • Try a different browser. Chrome and Edge tend to perform best with this app on Windows.
  • Contact IT if it persists. If a specific page consistently times out even with narrow filters, there may be a database or server issue. Note which page and what filters you used, and report it to IT.