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.
New Task Experience: Uptick's task page has been redesigned with a new layout to help your team work faster and close tasks more efficiently. You can switch to the new view using the "New Task Experience" toggle in the top right of the task page.
The toggle will remain available until the 17th of August. From this date, the old view will no longer be available.
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 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.
Photos Are Missing from Reports
If photos taken by technicians aren't appearing on reports, there are several common causes.
1. Photos Uploaded to the Wrong Location
If your technician uploads asset remark photos 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.
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
The report is a snapshot of the task or property at the time of creation. If any new information has been added, the report will not automatically incorporate this data. There are two ways to resolve this:
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.
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 assets 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