Troubleshooting: Why Are My Reports Missing or Not Visible?
Audience: Office Managers, Field Technicians, Administrators Platforms: Uptick Web, Uptick Workforce App
This guide will help you understand the common reasons why reports may not be visible in Uptick and provide step-by-step solutions to resolve these issues.
What You'll Learn
How to check user permissions for report access
How to troubleshoot browser-related display issues
Why reports may not be visible for certain user types (e.g., Contractors)
How to identify and resolve template-related and data-specific problems
1. Incorrect User Permissions
The most common reason for missing reports is that the user does not have the correct permissions enabled in their security group.
Solution: An administrator needs to review and update the user's security group permissions.
For Office Staff (Uptick Web)
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.
To edit these permissions:
Navigate to Control Panel > Security Groups.
Click Edit next to the relevant security group.
Tick the required permissions and click Save Group.
Note: Only users with roles like System Administrator, Owner, or Manager can configure security groups. If a user is getting a "403 Forbidden" error, it confirms a permissions issue.
For Contractors (Workforce 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 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 reportsandCan view propertyenabled.
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
If you encounter problems generating service reports, refer to the troubleshooting steps for regeneration and browser-related issues in the sections below.
Sometimes, reports or other data may not appear due to temporary glitches with your web browser or the mobile app.
Solution: Perform basic troubleshooting steps.
If the issue is related to updated report details or templates, open the report record in Uptick and click "View Details." Then, select "Prepare PDF" or "Refresh" from the Report Details page to create an up-to-date PDF of the report.
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 as the source of the issue.
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 Workforce Mobile App:
Sync Your Device: Ensure your app is fully synced to pull the latest data from the server. In your app, go into the "About" tab and select "reload all data".
Restart the App: Close and reopen the Workforce app.
Check for Updates: Make sure you are using the latest version of the app available in the App Store or Google Play Store.
Wait and Retry: Temporary glitches in the app often resolve themselves. 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 with the support team for advanced diagnosis.
3. Report Content is Missing (Data or Template Issues)
If the report itself is visible but certain information within the report is missing (like photos, remarks, or specific fields), the issue is likely with the report template or the data itself.
Missing Photos
Incorrect Folder Name: Photos must be in a folder named
attachments(all lowercase).Incorrect File Format: Image files must have a lowercase extension (e.g.,
.jpgor.jpeg).Photos in Remarks: Photos added within a remark may not appear on certain custom reports. Ensure the photo is attached directly to the asset or task if it's not showing up.
Missing Remarks or Defects
Unpublished Remarks: Remarks created outside of a service task (e.g., directly on an asset) might not have been published correctly. Regenerating and dispatching the report can fix this.
Template Code: Some report templates may be coded to only show a limited number of remarks (e.g., only the first one). This requires a template amendment by our Professional Services team.
Missing Custom Fields
Field Not Added to Template: An extra field will not appear on a report unless it has been specifically coded into the document template. This is a request for our Professional Services team.
Incorrect Object Type: The "Object Type" of the extra field (e.g., Asset, Property, Task) must match the context of the report.
4. Report Type is Missing
If an entire report type is missing from the dropdown list when you try to create a report, it may have been accidentally disabled or deleted.
Solution: An administrator needs to check the Report Types configuration.
Navigate to Control Panel > Report Types.
Check if the report type is present but disabled. If so, enable it.
If the report type is completely missing (which can happen after a server crash, for example), it will need to be recreated by clicking +Create and linking it to the correct document template.
Why Do Defects Sometimes Appear or Not Appear in Reports?
The visibility of defects (or remarks) in reports depends on their status and the report's settings. If you notice that defects are missing from a report, or that resolved defects are still showing as open, here are the common reasons:
Remarks Must Be "Published": For a remark to appear on a client-facing report, it must first be published. This is a safeguard to allow for internal review before clients see the information. A remark becomes published when:
It is included in a report that is sent to the client or made visible on the Customer Portal.
It is manually published from the remark's page.
Solution: If a defect isn't showing up, check its status. If it's not "Published," you may need to include it in a new report or publish it manually.
Report Configuration: The content of a report is determined by the options you select when creating it.
"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. If this is not selected, only assets that were directly serviced might be included, potentially omitting others with defects.
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.
Defects Are Resolved:
Some reports are configured to only show outstanding defects. If a defect has been resolved (i.e., a repair task has been completed), it may no longer appear on reports that filter for open issues.
Conversely, reports like the Monthly Maintenance Report may continue to list that a defect was found during an inspection, even if it was resolved later, because the report reflects the state of the property at the time of the service.
To ensure defects appear correctly, always review your report settings before generating and check the "Published" status of any remarks you expect to see.
For issues related to service report generation or app responsiveness, head to the "Troubleshooting Steps" section for step-by-step guidance.
Why Can't I See All Defects in My Report or Quote?
This article outlines common reasons why certain defects (remarks) may not appear on a generated report or within the defect quote builder.
Common Reasons for Missing Defects in Reports
If you expect to see a defect on a service or inspection report but it's missing, it could be due to one of the following reasons:
1. Report Template Filters and Logic
Your report templates may be configured with specific rules that filter what is displayed.
Date-Based Filters: Some report 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.
Routine Applicability: For yearly reports like an Annual Fire Safety Statement (AFSS), a defect will only appear if the associated asset is part of the annual routine for that property.
2. Defect Status is "Unpublished"
A defect (remark) is only considered "published" once it has been included in a report and sent to a client. Unpublished defects will not appear in the Customer Portal or on subsequent reports until they are published.
3. Multiple Defects on a Single Asset
Some older or custom report templates may only be designed to show one defect per asset. If multiple defects are raised against a single asset, only the first one may appear on the report.
What to do:
If you suspect a template issue, please contact our support team to review your report's configuration. Be ready to provide a link to the generated report and the task it was generated from.
Why can't I see a defect in the Defect Quote builder?
If a defect exists but you can't find it when trying to build a defect quote, it's almost always because the defect has already been resolved or is already on an existing quote.
Resolved Defects: Defects with a status of
Resolvedare considered complete and will not appear in the quote builder.Already Quoted: If a defect is already included on another
Draft,Finalised, orSubmittedquote, it cannot be added to a new one. Check the defect's history to see if it is linked to an existing quote.