Android troubleshooting

I cannot find my projects after signing in

1. Check that you are using the same sign-in method as on your other devices: Apple, Google or email. An email address and a Google account carrying the same address do not necessarily give the same PhotoReport account.
2. The app shows cloud projects. A project created without an account stays on the device until it has been attached to an account.
3. If you created projects without an account and then signed in, check that no Projects not transferred banner is waiting for action.

A “Projects not transferred” banner appears

The transfer of projects created without an account failed, usually because the connection dropped.

Tap Retry once the network is back.

Caution

Do not uninstall the app until the transfer has completed: those projects are stored only on the device.

Google sign-in fails

1. Check that the account you want is added to the device, in the Android settings.
2. Check that the device’s date and time are automatic. A skewed clock makes sign-in fail with no clear message.
3. Try Use email to check that the account itself works.

I cannot take a photo

Camera permission was probably declined. Open PhotoReport’s Android settings and enable Camera.

In the meantime you can still import from the gallery.

I cannot record an audio comment

Same cause: enable the Microphone permission in PhotoReport’s Android settings, then try again. You can also add an audio file that is already recorded.

My photos have no location

The position is only recorded if the Location permission is granted, and only for photos taken inside the app. A photo imported from the gallery generally has none.

I am not receiving notifications

1. Check that the project is not muted in Settings, under Notifications.
2. Check the Notifications permission in PhotoReport’s Android settings. Android asks for it separately.
3. Check that battery saving is not restricting the app in the background.

A project or plan is unavailable offline

The content has not been downloaded to the device yet. Reconnect once to retrieve it.

To prepare for a visit with no network, turn on the project’s offline availability before leaving, preferably on Wi-Fi. See Offline mode.

My changes are not going up

If your items carry the pending sync note, they are saved on the device and waiting for a network. They will go out automatically.

Keep the app installed and signed in to the same account until then.

A plan does not display

• Check your connection if the plan has not been downloaded.
• If the viewer shows the plan’s preview with a Retry button, the file could not be opened. See Plan viewer.

The app is running out of space

Open Project settings, under Offline availability, then Delete downloaded files. Plans and data are kept, and photos download again when you view them.

My subscription does not appear

Use Restore purchases in Settings, under Subscription. Also check that you are signed in to the Google account that paid for the subscription.

Another problem

If your problem is not listed here, contact us. Include the app version, visible in Settings, under About.