This article covers troubleshooting for reports in Uptick. If a report is missing, invisible, or missing photos or defects, this guide covers the most common causes and fixes — including permissions, browser issues, report configuration, customising reports by asset type, and deleting or inactivating unwanted reports.
Reports Are Missing or Not Visible
The most common reasons reports aren't visible are incorrect user permissions or browser/app issues.
1. Incorrect User Permissions
For Office Staff (Uptick Web Platform)
An administrator needs to ensure the user's security group has the following permissions enabled:
Can view reports – Allows viewing of existing reports
Can view report list page – Grants access to the main Reports Dashboard
Can view property – Required to see reports linked to a property
Can see all tasks – Needed to view reports associated with tasks
Learn more Permissions and Security Groups.
For Contractors (Uptick App)
Contractors have limited access compared to internal field staff. If a contractor cannot see reports in the mobile app, verify the following:
Correct License – The user must have a Contractor App add-on license, not just Contractor Portal access
Correct Access Method – Reports are only visible by first opening a task, then navigating to the property details from within that task
Required Permissions – The contractor's security group must have Can view reports and Can view property enabled
Limitation: Contractor App users can only view existing, saved reports. They cannot preview, generate, or publish new service reports themselves.
2. Browser or App Issues
Sometimes reports or other data may not appear due to temporary glitches.
On the Uptick Web Platform:
Refresh the Page – A simple browser refresh often resolves temporary display issues
Try Private or Incognito Mode – Accessing the app in a private or incognito window can help rule out cached data or extension conflicts
Clear Browser Cache – Old data stored in your browser can cause conflicts. Clear your browser's cache and cookies, then log back in
On the Uptick App:
Sync Your Device – Ensure your app is fully synced to pull the latest data from the workspace. Go to the About tab and select Reload all data
Restart the App – Close and reopen the Uptick app
Check for Updates – Make sure you're using the latest version of the app available in the App Store or Google Play Store
Wait and Retry – Take a short pause and try the action again
Capture the Issue – Record a screen or take screenshots of the problem, including any error messages, and share them via Contact Us button on the About tab. Learn more Mobile App: Access help and support.
Editing Reports to Be Asset Type Specific
Emergency and exit lighting reporting, fire door reporting, smoke alarm reporting—sometimes you just want one or two asset types to be segregated onto their own PDF report. Select the relevant asset types in the Applicable Assets section when editing the report type.
Once you have created the report type, you can generate it from the context you selected (Task or Property).
If your report isn't working as expected, check these common issues:
The report type is not in the dropdown list.
Go to Control Panel > Report Types and check that your report type is Active.
Confirm the Context (e.g., Task, Property) is set correctly for where you are trying to generate the report. A report with a "Task" context will not appear on the Property page, and vice-versa.
The generated report is empty.
Verify that the property or task you are reporting on actually contains assets of the type you filtered for.
Go back to the report type settings (Control Panel > Report Types > Edit) and double-check your filters in the Applicable Assets section. Make sure you have selected the correct asset types in the Included Asset types field.
Deleting or Inactivating Unwanted Reports
Deleting reports requires Can delete reports permission.
A report can only be deleted within 24 hours of the report being generated.
After 24 hours, it can only be unpublished or made inactive.
Open the report, click the 3 horizontal lines in the top right corner, then click Delete or Archive. Learn more How to edit, delete, archive, download or regenerate a report.
Remove an asset, service task or remark from the report
You can’t remove individual lines from a report. A report displays the information on the task when it is generated, so to remove something from a report, it must be removed from the task:
Service task: A performed service task (Pass, Fail or No Test) appears on the report. On the task’s Work tab, click Service and remove Performed By and Performed Date or set it to Unperformed using the bulk action. This is applicable to routine, repairs or charges on the task.
Remark: To ensure the remark is not displayed, you need to delete it. This will remove the remark from the workspace, not just from a task.
Photos:
For photos taken against the task, view the Task -> Documents -> Delete the photos in the attachments folder which are displayed on the report.
For photos saved against the asset, go to Work tab of the task and click on the hyperlinked Asset label to view the Asset. Go to Documents and click trash icon next to the photo in Photos or Add photos to next report sections.
For photos saved against the remark, go to Work tab of the task, scroll down to the Remark registry table and click on the hyperlinked remark, for example D-02250, to open the remark. Click Documents, then hover over the image to show the bin icon to delete it.
To regenerate the report, click Sync in the top right corner when viewing it. If the report has been created more than 24 hours ago, first unpublish it and then regenerate.
You can also restrict a report type so it never includes certain information. These settings apply to every report of that type, not a single task:
Routine: Only include assets serviced under selected routines. See Applicable Routines.
Asset type or tag: Include or exclude asset types, asset type tags or asset tags. See Applicable Assets and Excluded Assets.
Contractor: Include or exclude assets assigned to the contractor. See Applicable Contractors and Excluded Contractors.
Photos Are Missing from Reports
Files saved in the task's Documents tab: Only images in the task's attachments folder appear in the report's Photos section. Documents such as PDFs and Word files, and images in any other folder, are not included. Make sure the images are in the attachments folder with lowercase .jpg, .jpeg or .png extensions, then regenerate the report. See folder and file format conventions.
Remark photos taken by technicians: If these aren't appearing on reports, they are most likely uploaded to the wrong place, such as property or asset, you'll need to:
Download the photos from the incorrect spot
Delete them from the incorrect location
Upload them to the correct remark/asset
Ensure you've downloaded the photos before deleting, as Uptick cannot recover this information once deleted.
Outdated photo still appears on a report
A report shows the photos that are stored when the report is generated. If a photo of a replaced device or old asset still appears on a report, remove the photo from where it is stored, then regenerate the report.
1. Open the asset and click the Documents tab. Find the outdated photo in the photo sections on that tab and delete it. You need permission to delete documents.
2. Depending on the report template, photos can also come from the task's attachments folder or from the asset's remarks. If the photo is in the task's attachments folder, open the task's Documents tab and delete the image from the attachments folder. If it is a remark photo, open the remark, open its documents, and delete the photo from the Before photos, Resolved photos or Other photos section.
3. Open the report and click the three horizontal lines to view details.
4. If the report is published, unpublish it. A published report cannot be regenerated.
5. Click the Sync button to regenerate the PDF. Confirm when Uptick asks.
For the full steps to unpublish and regenerate a report, see Create a report.
Report Content is Missing (Data or Template Issues)
If the report itself is visible but certain information within the report is missing (like remarks, defects, or specific fields):
1. Updated data
A report pulls its content from the task or property at the time the report is generated. To change what a report shows, update the detail on the task, then regenerate the report. For example, change a result or remark on the task, or update the prompt answers. The report shows the updated information once it is regenerated. There are two ways to regenerate it:
Create new report and archive the existing one (if required).
Regenerate the existing report using the Sync button. A published report can't be regenerated — unpublish it first, then click Sync.
Why does a report show a different result from the Uptick App?
A report in Uptick shows the result recorded on the task when the report was generated, so it can differ from what the Uptick App shows for the same asset. Use the following steps to find the cause:
1. Open the task in the Uptick Web Platform.
2. Compare the asset status and its history on the task with the result shown on the report.
3. If the task shows the updated result, regenerate the report. An unpublished report is regenerated by clicking Sync in the top right corner. A published report must be unpublished first.
4. If the Uptick App shows the updated result but the task on the Uptick Web Platform still shows the earlier result, the update may not have synced from the device yet. Make sure the device is online and the Uptick App has finished syncing, then check the task again.
2. Document Template issues
Editing Document templates requires technical expertise of HTML. If you require assistance, please reach out to [email protected] for assistance from our Professional Service team (this is a paid service). Learn more Managing and Editing Document Templates.
Excluded objects – Some document templates may be coded to only show remarks of the certain severity/type or only include the most recent photo of the asset.
Excluded objects – By default extra fields are not included on standard templates.
Date-Based Filters – Some templates are designed to only show remarks created within a certain timeframe (e.g., the last 12 months). Older defects will not appear on these reports
Hidden Sections – Your report template may be configured to hide certain sections. For example, if a report's "Repair Table" is hidden, any defects associated with repairs will not be visible, even though they are counted in the defect summary.
Older templates – Outdated templates might be limiting one remark per asset or not show the remark photos. Please contact [email protected] to update your template.
3. Report Configuration
"All Assets" Option – When generating a service report, you must select the All Assets option if you want to include all assets and their associated remarks from the task.
Applicable and Excluded Assets – Certain assets and asset types can be excluded from the report type.
Report Type – Different report types are designed to show different information. For example, a Monthly Maintenance Report shows the overall status of a routine but does not show the individual status (e.g., "resolved") of each remark found during that routine
Can I see task completion and invoicing dates in one report?
Yes. The Task Profitability report (found under Finance in Intelligence) includes both the Task Performed Date and the Task Invoiced Date for each task. It also shows Task Days to Invoice, which is the time between the two dates. You need permission to view task profitability to see this report.
Most task exports include the Performed Date but only show whether a task has been invoiced (Yes or No), not the invoice date. If you need both dates from one of those reports, run one report for each date and compare them by task reference.