What You'll Learn
How to resolve missing or invisible reports
How to customise reports to be asset type specific
How to delete or inactivate unwanted reports
How to fix missing photos on reports
Why defects may not appear in reports or quotes
How to check user permissions for report access
How to troubleshoot browser and app-related display issues
1. Reports Are Missing or Not Visible
The most common reasons reports aren't visible are incorrect user permissions or browser/app issues.
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
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 receives a "403 Forbidden" error, this confirms a permissions issue.
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.
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 server. 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 – 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
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.
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, it will need to be recreated by clicking +Create and linking it to the correct document template
2. Customising 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 fancy PDF report.
Report Types, which are configured in the Control Panel, have the ability to be filtered by asset type.
How to create an asset type specific report:
Head to the Control Panel
Select Report Types
Click Create report type
Fill in the form, name the report, select the template (e.g., Service Report) from the dropdown
Link your report to suggested routines (if applicable). For example, a lighting only report might be linked to a lighting routine
Jump down to Applicable Assets and use the filters to make the report only show what is highlighted. You can use the following to filter:
Asset types
Asset tags
Asset type tags
Select "All Contractors" checkbox
Click Save
Tip: This filtering ensures that only the specified asset types appear on the generated report, making it easier to provide targeted documentation to clients.
3. Deleting or Inactivating Unwanted Reports
Note: Deleting reports requires that the appropriate user permissions are enabled. 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.
Deleting Published Reports
In situations such as generating a duplicate report or generating a service report before all service tasks have been performed, you can delete unwanted reports within 24 hours:
When viewing the report, click View Details
On the following page, click the Delete button
You'll be taken to the confirmation page where you can click Delete again to delete the service report
Note: These steps primarily apply to published reports, as their deletion is restricted by the 24-hour window.
Deleting Unpublished Reports
For unpublished reports, navigate to the task, access the Reports/Service Reports section, and select the report to find the option to delete it.
Making Reports Inactive
If you don't want to delete unwanted reports, you can make them inactive:
Click View Details > Update
Toggle Active off
Click Save Report
This will Archive the unwanted reports on the Reports dashboard, but they will still be accessible by filtering or accessing them from the task.
4. Photos Are Missing from Reports
If photos taken by technicians aren't appearing on reports, there are several common causes.
Photos Uploaded to the Wrong Location
If your technician uploads asset remark photos to the wrong place, you'll need to:
Download the photos from the incorrect spot
Delete them from the incorrect location
Upload them to the correct remark/asset
Important: Ensure you've downloaded the photos before deleting, as Uptick cannot recover this information once deleted.
Photos Not Linked to the Correct Remark
Photos must be attached to the correct asset's remarks to appear on reports. If remark photos are missing from the task:
Check that the photos are linked to the remarks on the Work tab/service tasks
If the photos are not attached to the remark against the correct asset, obtain the photos and upload them to the correct remark
If they are there and still not displaying, contact our support desk for further assistance
Technical Issues with Photo Display
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., .jpg or .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
Getting Photos onto Your Report
Ensure the correct photos are attached to the correct asset's remarks, and they should appear on your report if you're using a default reporting template.
5. 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), the issue is likely with the report template or the data itself.
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
6. Why Defects Sometimes Appear or Don't Appear in Reports
The visibility of defects (or remarks) in reports depends on their status and the report's settings.
Common Reasons for Missing Defects in Reports
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 remark must be published to appear on a client-facing report. 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.
3. 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
4. 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
5. 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, 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 "Resolved" are considered complete and will not appear in the quote builder
Already Quoted – If a defect is already included on another Draft, Finalised, or Submitted quote, it cannot be added to a new one. Check the defect's history to see if it is linked to an existing quote
Need More Help?
If you've tried these troubleshooting steps and are still experiencing issues, contact our support team with:
A link to the report or task you're working with
Screenshots or screen recordings of the issue
Details about what you expected to see versus what actually appeared