FAQ & Troubleshooting
Error messages you'll actually see, what they mean, and what to do about them.
Error messages, decoded
| What you see | What it means | What to do |
|---|---|---|
| "Password change required before continuing" | An admin flagged your account to reset its password. Everything except your profile and session pages is blocked until you do. | Change your password. It can't be dismissed or postponed. |
| "Session is no longer valid" | Your session was invalidated server-side — usually after a password change, a role change, or an admin-forced sign-out of all devices. | Sign in again. If it recurs immediately, contact your admin. |
| "Tenant account is disabled. Contact support." | Your whole organization has been disabled, not just your account. Often billing-related. | Your tenant admin should check Accounting & Billing or contact InspectAssets. |
| "Not authenticated" / "Invalid or expired token" | You're signed out — commonly an idle timeout. | Sign in again and retry. |
| "Please fill the required field: [name]" | An inspection can't be submitted with required fields empty. The message names the exact field. | Scroll to that field and complete it. |
| "No asset or inspection returned." | The scanned QR code didn't match any asset in your organization. | Check the label belongs to your organization; type the code manually to rule out a bad scan. |
| "Asset insights are not enabled for your account." | A plan or permission limit, not a fault. | Ask your tenant admin about your plan or your role's permissions. |
| "You do not have access to Accounting & Billing." | Billing visibility is deliberately restricted. | Ask your tenant admin if you need it. |
Access and permissions
A feature in this manual isn't in my app.
Check the banner at the top of that page — it tells you directly whether your account has access. If it says you don't, it also lists which permissions would grant it, so you can ask your admin for something specific rather than "more access." If you do have access but still can't find it, the feature may not be included in your organization's plan.
Why are some sidebar items marked 🔒?
Those describe features your role doesn't currently include. They're still readable — knowing what exists is useful when requesting access — but you won't be able to use them in the app. Toggle "Only show what I can access" in the sidebar to hide them.
I was given a new role but nothing changed.
Permissions are cached briefly for performance. Wait a moment and reload; if it persists, sign out and back in, which forces a fresh session.
Login and session
This manual sent me to the login page.
The manual checks for an active InspectAssets session; it doesn't have a separate password. If you weren't signed in, it sends you to log in and returns you here afterward. If you end up in a loop, clear cookies for the app domain and sign in fresh.
I keep getting signed out.
There's an idle timeout for security. Being signed out after a period of inactivity is expected. Repeated sign-outs during active use are not — raise a ticket.
I never received my verification or reset email.
Check spam first. Then confirm with your admin that the address on your account is correct. Reset links also expire, so an old one won't work — request a fresh one.
Field work
My offline inspection hasn't appeared.
Open the Offline Queue. If it's queued, it's waiting for connectivity. If failed, open it to read the error and retry. Anything not yet synced exists only on your device.
The camera won't start when scanning.
Usually a denied camera permission — check your browser's site settings. Failing that, type the code manually on the same screen.
I submitted an inspection but it's not approved.
Submitting sets it to Completed; approval is a separate step performed by someone with approval rights. Until then it sits in the Approvals queue.
Data and reporting
A dashboard or report is empty.
Usually there's genuinely no data in scope yet — no completed inspections for you, your team, or the period selected. Confirm sites and assets exist and at least one inspection has been completed. Inspectors also only see their own reports by design.
Trend and benchmark charts say there's no data.
These need history. Trends build from health records and completed inspections over time, so a new account or a newly added asset legitimately has nothing to plot yet.
Multi-organization access
What is "Act as tenant"?
You have platform-level access across multiple customer organizations. Most administrative pages need to know which organization you mean, so select one first. See the Platform Admin Guide.
There's a banner saying I'm acting as another user.
You're in an impersonation session, used for support. Everything you do is attributed to that session and recorded in the Audit Logs. Exit when you're finished.
Still stuck?
Raise a ticket from Support. Include what you were doing, what you expected, the exact error text, and the site, asset, or inspection involved — that's usually enough to resolve it on the first reply.