Troubleshooting

Solutions to common issues and problems you may encounter while using TheCompanyApp.

Getting Started Issues

Can't Create Company

Symptom: Unable to complete company creation process.

Common Causes:

• iCloud account not signed in
• Insufficient iCloud storage
• Network connection issues
• Required fields not completed

Solutions:

1. Verify iCloud is enabled:
   • Go to iOS Settings → [Your Name]
   • Ensure you're signed in
   • Check iCloud Drive is enabled
2. Check iCloud storage:
   • Settings → [Your Name] → iCloud
   • Ensure you have available storage
   • Upgrade storage if needed
3. Verify internet connection
4. Complete all required fields (marked with *)
5. Restart app and try again

Can't Join Existing Company

Symptom: Share link doesn't open app or invitation fails.

Common Causes:

• Using TestFlight version
• Link not copied completely
• App not installed
• iCloud not configured
• No internet connection

Solutions:

1. If using TestFlight: This is a known TestFlight limitation
   • Copy the entire share link
   • Open TheCompanyApp manually
   • Navigate to join flow
   • Paste link when prompted
   • Better solution: Install App Store version
2. Verify TheCompanyApp is installed
3. Ensure iCloud account is signed in
4. Check internet connection
5. Try opening link in Safari (not other browsers)
6. Ask owner to resend invitation
7. Verify owner hasn't revoked share link

Sync and Data Issues

Data Not Syncing

Symptom: Changes don't appear across devices or for team members.

Common Causes:

• No internet connection
• iCloud Drive disabled
• Storage quota exceeded
• CloudKit service issue
• App needs update

Solutions:

1. Check internet connection on all devices
2. Verify iCloud Drive enabled:
   • Settings → [Your Name] → iCloud → iCloud Drive
   • Ensure TheCompanyApp toggle is ON
3. Check iCloud storage quota:
   • Settings → [Your Name] → iCloud
   • Free up space if needed
4. Force manual sync:
   • Pull down to refresh in any list view
   • Or Settings → Data & Privacy → Sync Now
5. Check CloudKit status: apple.com/support/systemstatus
6. Update to latest app version
7. Restart app
8. Restart device if persistent

Can't See Company Data After Joining

Symptom: Empty company or no data visible after accepting invitation.

Common Causes:

• Sync still in progress
• Wrong company selected
• Filters hiding data
• Permission issues
• Sync conflict

Solutions:

1. Wait a few minutes for initial sync (large datasets take time)
2. Force sync: Pull down to refresh
3. Verify correct company selected:
   • Settings → Company
   • Check company name
4. Check if filters are active:
   • Clear all filters in each tab
   • Reset to default view
5. Verify you have appropriate permissions
6. Contact owner to verify you were added correctly
7. Log out and log back in
8. Reinstall app if necessary

Lost Data After Update

Symptom: Data disappeared after app update.

Common Causes:

• Sync delay after update
• iCloud account changed
• Company selection changed
• Filter accidentally applied

Solutions:

1. Force sync to download from iCloud
2. Verify correct iCloud account signed in
3. Check company selection in Settings
4. Clear any active filters
5. Check Recently Deleted (if available)
6. Wait 30 minutes and check again (CloudKit may be resyncing)
7. Contact support with device ID and timestamp

Order Issues

Can't Submit Order

Symptom: Order won't move from Draft status.

Common Causes:

• Missing required fields
• No line items added
• Customer information incomplete
• Permission issues

Solutions:

1. Verify all required fields filled:
   • Customer selected
   • Order date set
   • At least one line item
   • Expected delivery date
2. Check customer has complete information:
   • Name
   • Contact method
   • Address (if shipping required)
3. Ensure you have permission to submit orders
4. Try saving as draft first, then submitting
5. Check for error messages at top of screen

Order Not Appearing in Warehouse View

Symptom: Warehouse team can't see order.

Common Causes:

• Order still in Draft or Submitted status
• Wrong status filter applied
• Permission restrictions
• Sync delay

Solutions:

1. Verify order status is "In Progress" or later:
   • Orders must be approved to appear for warehouse
   • Move order to In Progress status
2. Check warehouse filter settings:
   • Reset filters to show all statuses
3. Force sync in warehouse view
4. Verify warehouse staff have proper role
5. Check they're viewing correct company (if multiple)
6. Have them restart app

Can't Edit Order

Symptom: Order fields are locked or uneditable.

Common Causes:

• Order in approval workflow
• Insufficient permissions
• Order already closed
• Another user editing simultaneously

Solutions:

1. Check order status:
   • Draft: Fully editable
   • Submitted/Review: Limited editing
   • Closed: Read-only
2. Verify your role has edit permissions
3. If order closed, contact admin to reopen
4. Wait a moment if another user is editing
5. For closed orders, create new order and note reference to original

Inventory Issues

Inventory Item Not Found

Symptom: Can't locate item in inventory list or search.

Common Causes:

• Spelling error in search
• Item archived or deleted
• Filter hiding item
• Sync issue

Solutions:

1. Check spelling and try alternate names
2. Search by SKU or item code instead
3. Clear all filters:
   • Reset category filter
   • Clear search
   • Show all statuses
4. Check archived items (if feature available)
5. Verify item wasn't deleted (check activity log)
6. Force sync to update inventory list

Stock Count Doesn't Match Physical

Symptom: System quantity differs from actual count.

Common Causes:

• Unreported transactions
• Incorrect adjustment
• Missed dispatch
• Data entry error
• Theft or loss

Solutions:

1. Review recent transaction history for item
2. Check if pending dispatches not completed
3. Verify recent receipts were entered correctly
4. Look for duplicate entries
5. Perform physical count
6. Use Adjustment transaction type to correct:
   • Choose "Adjustment" type
   • Enter correct quantity
   • Add detailed notes explaining variance
   • Investigate cause to prevent recurrence

Barcode Scanner Not Working

Symptom: Camera won't scan barcodes or QR codes.

Common Causes:

• Camera permission not granted
• Poor lighting
• Damaged barcode
• Wrong barcode format
• Dirty camera lens

Solutions:

1. Grant camera permission:
   • iOS Settings → Privacy & Security → Camera → TheCompanyApp → Enable
2. Ensure good lighting conditions
3. Clean camera lens
4. Hold device steady 4-8 inches from barcode
5. Try different angle or distance
6. If barcode damaged, enter manually
7. Verify barcode format is supported
8. Restart app
9. Restart device if necessary

Bulk Import Fails

Symptom: Excel import encounters errors or doesn't complete.

Common Causes:

• Incorrect file format
• Required columns missing
• Duplicate SKUs
• Invalid data in cells
• File too large

Solutions:

1. Verify file format is .xlsx or .xls
2. Check required columns present:
   • Item Code/SKU
   • Name
   • Quantity
3. Remove duplicate SKUs
4. Check for special characters in names
5. Ensure quantities are numbers, not text
6. Try smaller batch (split large files)
7. Check preview for specific error messages
8. Export template and follow format exactly

Dispatch Issues

Tracking Number Not Recognized

Symptom: Carrier not auto-detected from tracking number.

Common Causes:

• Incorrect format
• Unsupported carrier
• Extra spaces or characters
• Copied partially

Solutions:

1. Verify tracking number format:
   • UPS: Starts with "1Z", 18 characters
   • DHL: Starts with "JD"
   • FedEx: 12, 15, 20, or 22 digits
   • Yurtiçi: Starts with "YT"
2. Remove extra spaces
3. Copy entire tracking number
4. Manually enter carrier name if not detected
5. Verify tracking number is correct from carrier
6. Contact carrier if number seems invalid

Can't Create Dispatch

Symptom: Dispatch creation blocked or fails.

Common Causes:

• Items not in inventory
• Order doesn't allow dispatch
• Missing required information
• Permission restriction

Solutions:

1. Verify items exist in inventory
2. Check order status (must be In Progress or later)
3. Ensure required dispatch fields completed:
   • Collection type
   • Recipient information
   • Delivery address
4. Verify you have dispatch creation permission
5. Check items aren't already dispatched
6. Force sync and try again

Delivery Status Not Updating

Symptom: Dispatch shows in transit but was delivered.

Solutions:

1. Manually mark as delivered:
   • Open dispatch
   • Toggle "Delivered" to ON
   • Add delivery date
2. Confirm with customer
3. Check carrier tracking website for verification
4. Add delivery photo if available
5. Update notes with delivery details

Team Collaboration Issues

Team Member Can't Access Data

Symptom: User accepted invitation but can't see company data.

Common Causes:

• Sync in progress
• Permission not set correctly
• Wrong company selected
• iCloud issue
• Subscription limit reached

Solutions:

1. Wait for initial sync (can take several minutes)
2. Verify user role in Settings → Team
3. Check correct company selected
4. Force sync on user's device
5. Verify subscription supports additional users:
   • Business: Max 10 users
   • Free: 1 user only
6. Have owner verify user was added successfully
7. Resend invitation if needed
8. Try removing and re-adding user

Changes Not Appearing for Team

Symptom: Team doesn't see your updates.

Solutions:

1. Verify internet connection
2. Force sync your device
3. Have team members force sync their devices
4. Check CloudKit status
5. Wait a few moments for propagation
6. Verify all users on same company
7. Check if conflict occurred (resolve if prompted)

Permission Denied Errors

Symptom: User can't perform expected actions.

Solutions:

1. Verify user role has required permissions:
   • Settings → Team → Select user → View role
2. Check if feature requires higher subscription tier
3. Verify item not locked by order status:
   • Can't edit closed orders
   • Can't modify approved dispatches without permission
4. Reassign role if incorrect
5. Contact owner to adjust permissions

App Performance Issues

App Running Slowly

Symptom: Lag, delays, or slow response.

Common Causes:

• Low device storage
• Too many background apps
• Large dataset
• Old device
• iOS needs update

Solutions:

1. Check device storage:
   • Settings → General → iPhone Storage
   • Need at least 1GB free
2. Close other apps:
   • Double-tap home button
   • Swipe up to close unused apps
3. Restart TheCompanyApp
4. Restart device
5. Update iOS to latest version
6. Archive old orders and data
7. Clear app cache if available
8. Consider device upgrade if very old

App Crashes or Freezes

Symptom: App closes unexpectedly or becomes unresponsive.

Solutions:

1. Force quit and restart app
2. Restart device
3. Update to latest app version
4. Check device storage space
5. Update iOS to latest version
6. Delete and reinstall app (data safe in iCloud)
7. Check if specific action causes crash (report to support)
8. Contact support with:
   • iOS version
   • Device model
   • Steps to reproduce
   • Crash time

Features Not Loading

Symptom: Blank screens or missing content.

Solutions:

1. Check internet connection
2. Force sync: Pull down to refresh
3. Clear active filters
4. Switch tabs and back
5. Force quit and restart app
6. Check if feature requires subscription upgrade
7. Verify iCloud storage not full
8. Contact support if persistent

Payment and Subscription Issues

Can't Upgrade Subscription

Symptom: In-app purchase fails or doesn't complete.

Common Causes:

• Payment method issue
• App Store connectivity
• Subscription already active
• Purchase restrictions

Solutions:

1. Verify payment method in App Store:
   • Settings → [Your Name] → Payment & Shipping
   • Update or add payment method
2. Check App Store connection
3. Verify subscription not already active:
   • Settings → Subscription
   • Check current plan status
4. Try purchasing via Settings → Subscriptions
5. Restore purchases: Settings → Restore Purchases
6. Sign out and back into App Store
7. Restart device
8. Contact Apple Support for billing issues

Subscription Not Showing Active

Symptom: Upgraded but features not available.

Solutions:

1. Restore purchases:
   • Settings → Restore Purchases
   • Wait for confirmation
2. Verify purchase completed in App Store:
   • Settings → [Your Name] → Subscriptions
   • Check if TheCompanyApp subscription shows
3. Force quit and restart app
4. Check if payment processed
5. Sign out and back into iCloud
6. Wait 24 hours for Apple processing
7. Contact support with purchase receipt

Getting More Help

When to Contact Support

Contact support if:

• Issue persists after troubleshooting
• Data loss or corruption
• Billing problems
• Security concerns
• Feature requests
• Bug reports

How to Contact Support

Free Plan:

• Email: support@3nsofts.com
• Response time: 48 hours
• In-app: Settings → Help & Support → Contact Support

Business Plan:

• Priority email: support@3nsofts.com
• Response time: 24 hours
• In-app support
• Knowledge base

Enterprise Plan:

• 24/7 phone and email
• Dedicated account manager
• 2-hour response time
• Screen sharing available
• Emergency support line

Information to Include

When contacting support, provide:

Device Information:

• iOS version
• Device model (iPhone/iPad model)
• App version
• Available storage

Problem Details:

• Clear description of issue
• When it started
• Steps to reproduce
• Error messages (screenshots helpful)
• What you've already tried

Account Information:

• Company name
• Subscription plan
• User role
• Number of team members (if relevant)

Before Contacting Support

Try these first:

1. Search knowledge base for your issue
2. Review relevant documentation section
3. Check this troubleshooting guide
4. Try basic troubleshooting:
   • Restart app
   • Check internet connection
   • Force sync
   • Update to latest version
5. Verify issue affects feature you have access to

Emergency Support (Enterprise Only)

For critical business-impacting issues:

• Call dedicated support line
• Available 24/7
• Immediate response
• Screen sharing available
• Escalation to engineering if needed

Preventive Maintenance

Avoid issues with regular maintenance:

Daily:

• Force sync at start of day
• Clear completed tasks
• Review pending items

Weekly:

• Export important reports
• Check sync status
• Review team access list
• Clear old notifications

Monthly:

• Archive completed orders
• Review inventory accuracy
• Check device storage
• Update iOS and app
• Review settings

Quarterly:

• Full data export
• User permission audit
• Performance review
• Workflow optimization

Next Steps

• Best Practices - Avoid common issues
• Settings - Configure app properly
• Getting Started - Review setup steps
• Glossary - Understand terminology