Scan2Evolve - Inspection & Asset Management

Guide

Last updated: November 2024

Learn how to troubleshoot common issues with Scan2Evolve, including inspection problems, QR code scanning issues, and mobile app problems.

Inspection issues
QR code scanning issues
Photo upload issues
Mobile app issues
Work management issues
Compliance issues
Server logs and operations
Getting help

Inspection issues

Inspection not saving

Problem: Inspection answers are not being saved

Solutions:

Check internet connection
Refresh page and try again
Clear browser cache
Check browser compatibility
Try different browser
Contact administrator

Example:

Issue: Inspection answers not saving
Solutions:
  1. Check internet connection (Wi-Fi or mobile data)
  2. Refresh page (F5 or Ctrl+R)
  3. Clear browser cache
  4. Check browser compatibility (Chrome, Firefox, Safari, Edge)
  5. Try different browser
  6. Contact administrator if issue persists

Inspection not completing

Problem: Cannot complete inspection

Solutions:

Check all required questions are answered
Check photos are provided where required
Check notes are provided where required
Check for validation errors
Review inspection form for errors
Contact administrator

Example:

Issue: Cannot complete inspection
Solutions:
  1. Check all required questions are answered (marked with *)
  2. Check photos are provided where required
  3. Check notes are provided where required
  4. Check for validation errors (highlighted in red)
  5. Review inspection form for errors
  6. Contact administrator if issue persists

Inspection template not found

Problem: Template is not available for inspections

Solutions:

Check template is published
Check template is not archived
Check template is not in ERROR status
Check template is available for your role
Contact administrator

Example:

Issue: Template not found
Solutions:
  1. Check template is published (status: PUBLISHED)
  2. Check template is not archived
  3. Check template is not in ERROR status
  4. Check template is available for your role
  5. Contact administrator if issue persists

QR code scanning issues

QR code not scanned

Problem: QR code is not being recognized

Solutions:

Ensure good lighting
Clean QR code label
Move closer or farther from QR code
Try different angle
Check QR code is not damaged
Check camera is focused
Check camera lens is clean

Example:

Issue: QR code not scanning
Solutions:
  1. Move to better lighting (natural light or good artificial lighting)
  2. Clean QR code label with soft cloth
  3. Move closer to QR code (6-12 inches)
  4. Try different angle (45 degrees)
  5. Check QR code is not torn or damaged
  6. Check camera is focused on QR code
  7. Check camera lens is clean

Camera access denied

Problem: Camera access is denied

Solutions:

Allow camera access in browser settings
Check browser permissions
Check device camera permissions
Use a different browser
Check camera is not being used by another app

Example:

Issue: Camera access denied
Solutions:
  1. Go to browser settings
  2. Allow camera access for Scan2Evolve
  3. Check device camera permissions (iOS Settings → Privacy → Camera)
  4. Try different browser (Chrome, Firefox, Safari)
  5. Close other apps using camera

Asset not found

Problem: Asset is not found after scanning QR code

Solutions:

Verify QR code is correct
Check asset exists in system
Check asset is assigned to your organization
Check asset is not archived
Contact administrator

Example:

Issue: Asset not found
Solutions:
  1. Verify QR code is correct
  2. Check asset exists in system
  3. Check asset is assigned to your organization
  4. Check asset is not archived
  5. Contact administrator if issue persists

Photo upload issues

Photo not uploading

Problem: Photo is not being uploaded

Solutions:

Check internet connection
Check photo size (reduce if too large)
Check photo format (JPEG, PNG supported)
Try again later
Clear browser cache
Contact administrator

Example:

Issue: Photo not uploading
Solutions:
  1. Check internet connection (Wi-Fi or mobile data)
  2. Reduce photo size (compress image)
  3. Check photo format (JPEG, PNG supported)
  4. Try again later
  5. Clear browser cache
  6. Contact administrator if issue persists

Photo too large

Problem: Photo file size is too large

Solutions:

Reduce photo size
Compress photo
Use lower resolution
Crop photo to reduce size
Contact administrator

Example:

Issue: Photo too large
Solutions:
  1. Reduce photo size (resize image)
  2. Compress photo (use image compression tool)
  3. Use lower resolution (reduce image quality)
  4. Crop photo to reduce size
  5. Contact administrator if issue persists

Photo format not supported

Problem: Photo format is not supported

Solutions:

Convert photo to JPEG or PNG format
Use supported photo formats
Contact administrator

Example:

Issue: Photo format not supported
Solutions:
  1. Convert photo to JPEG or PNG format
  2. Use supported photo formats (JPEG, PNG)
  3. Contact administrator if issue persists

Mobile app issues

Mobile app not loading

Problem: Mobile app is not loading

Solutions:

Check internet connection
Refresh page
Clear browser cache
Check browser compatibility
Try different browser
Check device compatibility
Contact administrator

Example:

Issue: Mobile app not loading
Solutions:
  1. Check internet connection (Wi-Fi or mobile data)
  2. Refresh page
  3. Clear browser cache
  4. Check browser compatibility (Safari, Chrome, Firefox)
  5. Try different browser
  6. Check device compatibility (iOS 12+, Android 8+)
  7. Contact administrator if issue persists

Mobile app slow

Problem: Mobile app is slow or unresponsive

Solutions:

Check internet connection
Close unused apps
Clear browser cache
Restart device
Check device storage
Contact administrator

Example:

Issue: Mobile app slow
Solutions:
  1. Check internet connection (Wi-Fi or mobile data)
  2. Close unused apps
  3. Clear browser cache
  4. Restart device
  5. Check device storage (free up space)
  6. Contact administrator if issue persists

Offline mode not working

Problem: Offline mode is not working

Solutions:

Check browser supports offline mode
Check service worker is installed
Clear browser cache
Try different browser
Contact administrator

Example:

Issue: Offline mode not working
Solutions:
  1. Check browser supports offline mode (Chrome, Firefox, Safari)
  2. Check service worker is installed
  3. Clear browser cache
  4. Try different browser
  5. Contact administrator if issue persists

Work management issues

Work request not created

Problem: Work request is not created from inspection

Solutions:

Check response option configuration
Check inspection is completed
Check template settings
Check user permissions
Contact administrator

Example:

Issue: Work request not created
Solutions:
  1. Check response option has "Create Work Request" action
  2. Check inspection is completed (status: COMPLETED)
  3. Check template settings are correct
  4. Check user has permissions to create work requests
  5. Contact administrator if issue persists

Work order not created

Problem: Work order is not created from inspection

Solutions:

Check response option configuration
Check inspection is completed
Check template settings
Check user permissions
Contact administrator

Example:

Issue: Work order not created
Solutions:
  1. Check response option has "Create Work Order" action
  2. Check inspection is completed (status: COMPLETED)
  3. Check template settings are correct
  4. Check user has permissions to create work orders
  5. Contact administrator if issue persists

Work item not assigned

Problem: Work item cannot be assigned to user

Solutions:

Check user exists in system
Check user has appropriate role
Check user is active
Check user permissions
Contact administrator

Example:

Issue: Work item not assigned
Solutions:
  1. Check user exists in system
  2. Check user has appropriate role (inspector, contractor)
  3. Check user is active (status: ACTIVE)
  4. Check user has permissions to receive work assignments
  5. Contact administrator if issue persists

Compliance issues

Flag not raised

Problem: Flag is not raised from inspection

Solutions:

Check response option configuration
Check inspection is completed
Check template settings
Check user permissions
Contact administrator

Example:

Issue: Flag not raised
Solutions:
  1. Check response option has "Raise Flag" action
  2. Check inspection is completed (status: COMPLETED)
  3. Check template settings are correct
  4. Check user has permissions to raise flags
  5. Contact administrator if issue persists

Incident not reported

Problem: Incident is not reported from inspection

Solutions:

Check response option configuration
Check inspection is completed
Check template settings
Check user permissions
Contact administrator

Example:

Issue: Incident not reported
Solutions:
  1. Check response option has "Trigger Incident" action
  2. Check inspection is completed (status: COMPLETED)
  3. Check template settings are correct
  4. Check user has permissions to report incidents
  5. Contact administrator if issue persists

Flag not resolved

Problem: Flag cannot be resolved

Solutions:

Check all corrective actions are closed
Check flag status
Check user permissions
Contact administrator

Example:

Issue: Flag not resolved
Solutions:
  1. Check all corrective actions are closed (status: CLOSED)
  2. Check flag status (should be ACKNOWLEDGED or RESOLVED)
  3. Check user has permissions to resolve flags
  4. Contact administrator if issue persists

Server logs and operations

Too many database connections (P2037)

Log message: Too many database connections opened: remaining connection slots are reserved for roles with the SUPERUSER attribute (Prisma code P2037)

Cause: The database has a limited number of connection slots; the app’s connection pool (and any other clients) are using more than the limit.

Solutions:

Reduce pool size: Set DATABASE_POOL_SIZE=2 or DATABASE_POOL_SIZE=3 in your environment so each app instance uses fewer connections.
Use a connection pooler: Point DATABASE_URL at a connection pooler (e.g. PgBouncer or your provider’s pooler) and keep connection_limit low per instance (e.g. 5–10). See DATABASE_POOL_ARCHITECTURE.md.
Scale down app instances: If you run multiple app instances, each uses its own pool; fewer instances mean fewer total connections.

Schedules: "Forbidden: Admin access required"

Log message: Error: Forbidden: Admin access required when opening /schedules or /schedules/new as an inspector or auditor.

Cause: The route or a server action used by the page is requiring an admin role. Inspectors and auditors are allowed to view and create schedules (permissions schedules.read and schedules.create).

Solutions:

Ensure the user’s session includes their roles (e.g. inspector, auditor) and that the JWT/session is not stripped.
Confirm route permissions: /schedules requires schedules.read, /schedules/new requires schedules.create. These roles have those permissions by default.
If the error persists, check that the page only calls schedule actions that use requireAuth() and permission checks (e.g. getTemplatesForScheduling, getSchedules), not admin-only actions (e.g. getTemplates).

Inspection has no assetId – meter readings cannot be created

Log messages: [Meter Reading] ⚠️ Inspection … has no assetId - meters cannot be created without an asset [Save Answers] ❌ Inspection is NOT linked to an asset - meter readings CANNOT be created

Cause: Meter readings are stored per asset. If the inspection is not linked to an asset (assetId is null), the app cannot create or update meter readings. This is expected for:

Audit inspections: They are site-wide and do not have an asset; meter questions on audits may be skipped or not applicable.
Asset inspections started without an asset: e.g. “Start New Inspection” without selecting an asset, or a schedule that targets an asset type/site rather than a specific asset.

Solutions:

Asset inspections: When starting an asset inspection, select a specific asset so the inspection gets an assetId. When creating schedules for asset templates, assign a specific asset where possible so that when the scheduled inspection is started, the inspection is linked to that asset.
Audit inspections: No change needed; the warning is informational. Meter readings are only created for asset-linked inspections.

Getting help

Contact support

Email support:

Email: support@scan2evolve.com
Response time: Within 24 hours
Include detailed description of issue
Include steps to reproduce
Include screenshots (if applicable)

Customer success:

Contact your Scan2Evolve customer success manager
Available for enterprise customers
Scheduled support sessions available

API support:

Email: api-support@scan2evolve.com
For API integration questions
Include API endpoint and request details

Reporting bugs

Bug report format:

Description: Detailed description of issue
Steps to reproduce: Step-by-step instructions
Expected behavior: What should happen
Actual behavior: What actually happens
Screenshots: Screenshots of issue (if applicable)
Browser/Device: Browser and device information
Error messages: Error messages (if any)

Example:

Bug Report:
  Description: Inspection not saving answers
  Steps to reproduce:
    1. Start inspection
    2. Answer questions
    3. Answers are not saved
  Expected behavior: Answers should be saved automatically
  Actual behavior: Answers are not saved
  Screenshots: [Screenshot of issue]
  Browser: Chrome 120.0.6099.109
  Device: Windows 10
  Error messages: None

Feature requests

Feature request format:

Description: Detailed description of feature
Use case: How the feature would be used
Benefits: Benefits of the feature
Priority: Priority level (LOW, MEDIUM, HIGH, CRITICAL)

Example:

Feature Request:
  Description: Add bulk inspection export
  Use case: Export multiple inspections at once for reporting
  Benefits: Save time when exporting large numbers of inspections
  Priority: MEDIUM

Need Help? Contact support@scan2evolve.com or your customer success manager.

Back to Documentation Need Help?

Inspection issues

Inspection not saving

Inspection not completing

Inspection template not found

QR code scanning issues

QR code not scanned

Camera access denied

Asset not found

Photo upload issues

Photo not uploading

Photo too large

Photo format not supported

Mobile app issues

Mobile app not loading

Mobile app slow

Offline mode not working

Work management issues

Work request not created

Work order not created

Work item not assigned

Compliance issues

Flag not raised

Incident not reported

Flag not resolved

Server logs and operations

Too many database connections (P2037)

Schedules: "Forbidden: Admin access required"

Inspection has no assetId – meter readings cannot be created

Getting help

Contact support

Reporting bugs

Feature requests

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