Troubleshooting

Having issues with CADENSA Mobile? This guide covers common problems and solutions for end users.

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Login & Authentication Issues

Cannot Login - "Invalid Email or Password"

Symptoms:

• Enter credentials but get error message

Solutions:

1. Double-Check Email

• Verify email is correct (no typos)
• Check for extra spaces before/after email
• Ensure correct email domain (@gmail.com vs @gmail.co)

2. Double-Check Password

• Verify password is correct (case-sensitive)
• Check Caps Lock is OFF
• Ensure correct keyboard language

3. Reset Password

• Tap "Forgot Password?" on the login screen
• Enter your email address
• Check email for the reset link
• Tap the link — it opens the CADENSA app directly and shows the password reset screen
• Set a new password and log in

4. Verify Account Exists

• Try logging into web app
• If web login works but mobile doesn't, contact support
• If web login also fails, account may not exist (register first)

"Session Expired" - Logged Out Automatically

Symptoms:

• App logs you out and shows "Your session has expired"

Causes:

• Authentication token expired (7 days of inactivity)
• Token invalidated because password was changed
• Account disabled by admin

Solutions:

1. Re-Login

• Tap "Login" on the login screen
• Enter credentials
• The app will log in cleanly (one logout notification, no repeated loops)

2. Check Account Status

• Ask admin if account is active
• Verify you weren't removed from the workspace

3. Clear App Data (if persistent)

• Logout and log in again
• OR: Uninstall and reinstall the app

"Network Error" on Login

Symptoms:

• Enter credentials but get "Network error"

Solutions:

1. Check Internet Connection

• Verify WiFi or cellular is connected
• Open browser and visit website to test
• Try switching WiFi ↔ Cellular

2. Check Server Status

• Ask admin if server is online
• Check company status page (if available)

3. Disable VPN (temporarily)

• Some VPNs block API requests
• Disable VPN and retry login

4. Check Firewall/Proxy

• Corporate networks may block app
• Ask IT to whitelist CADENSA API

Stuck on the Workspace Selection Screen

Symptoms:

• After login, a workspace selection modal appears and cannot be dismissed
• The rest of the app is not accessible

Cause: The workspace selection screen is intentionally blocking — you must choose a workspace before using the app. If the list is empty, your account has no workspaces assigned.

Solutions:

1. Select a Workspace

• If the list shows workspaces, tap one to continue

2. No Workspaces in the List

• Log into the CADENSA web app
• Go to Settings → Workspaces and verify you have at least one workspace
• Ask your administrator to add you to a workspace
• Then return to the mobile app and tap the header to open the workspace selector again

3. Workspace List Not Loading

• Check internet connection
• Force-close the app and reopen it
• Log out and log back in

Multi-Unit Switching — List is Empty After Login

Symptoms:

• Tapped the unit/workspace header but the list is empty or incorrect

Solutions:

1. Force-close the app completely (swipe up in task switcher)
2. Reopen the app — unit list is re-fetched on startup
3. If still empty, log out and log back in

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Timer Issues

Timer Won't Start

Symptoms:

• Tap "Start Timer" but nothing happens

Solutions:

1. Select Project (Required)

• Timer requires project selection
• Tap "Select Project"
• Choose project
• Try starting timer again

2. Check Network Connection

• Timer start requires initial connection (first time)
• Connect to WiFi/Cellular
• Retry

3. Verify Workspace is Selected

• Check top bar for workspace name
• If no workspace, tap top bar and select workspace

4. Restart App

• Force-close app (swipe up in task switcher)
• Reopen app
• Retry starting timer

Timer Shows Wrong Time

Symptoms:

• Timer displays incorrect elapsed time

Solutions:

1. Check Device Time Settings

• iOS: Settings > General > Date & Time > Set Automatically: ON
• Android: Settings > System > Date & Time > Use network-provided time: ON

2. Force Sync

• Settings > Sync > Sync Now
• Timer time should update to match server

3. Restart Timer

• Stop current timer (saved as entry)
• Start new timer
• Time should be correct

Timer Stopped Unexpectedly

Symptoms:

• Timer was running, now it's stopped without your action

Solutions:

1. Check Time Entries

• Go to Time Entries tab
• Recent entry may have been created
• Timer auto-stopped and saved

2. Check if Stopped from Another Device

• If you use web app, check if timer was stopped there
• Multi-device sync may have stopped timer

3. Check Battery/Background Settings

• iOS: Settings > Battery > Low Power Mode: OFF (may kill background timer)
• Android: Settings > Apps > CADENSA > Battery > Unrestricted

4. Check Offline Queue

• Settings > Sync > View Queue
• Timer stop may be pending sync

Background Timer Not Working

Symptoms:

• Timer stops when app is minimized

Solutions:

1. Grant Background Permissions

• iOS: Settings > General > Background App Refresh > CADENSA: ON
• Android: Settings > Apps > CADENSA > Battery > Unrestricted

2. Disable Battery Optimization

• Android: Settings > Battery > Battery Optimization > CADENSA: Don't optimize

3. Check Low Power Mode

• iOS: Settings > Battery > Low Power Mode: OFF
• Low power mode disables background activity

4. Enable Background Notification

• Settings > Notifications > Timer Running Notification: ON
• Persistent notification keeps timer alive

Cannot Pause/Resume Timer

Symptoms:

• Pause button doesn't work

Solutions:

1. Check Timer State

• Ensure timer is running (not already paused)
• Verify timer wasn't stopped remotely

2. Force Sync

• Settings > Sync > Sync Now
• Timer state should update

3. Restart App

• Force-close and reopen
• Timer state should reload from server

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Time Entry Issues

Entry Not Appearing in List

Symptoms:

• Created entry but don't see it

Solutions:

1. Check Date Filters

• Tap Filter icon (top bar)
• Ensure date range includes entry date
• Try "All Time" filter

2. Check Project Filters

• Remove project filters (may be filtering out entry)
• View "All Projects"

3. Pull to Refresh

• Pull down on Time Entries list
• Triggers sync and reload

4. Check Sync Status

• Settings > Sync > View Queue
• Entry may be pending sync (offline)

Cannot Edit Entry

Symptoms:

• Tap entry but edit screen doesn't open

Solutions:

1. Check Permissions

• Verify you have edit access for this project
• Ask admin if entry is locked

2. Check Entry Age

• Some workspaces lock entries after X days
• Ask admin about entry locking policy

3. Restart App

• Force-close and reopen
• Retry editing

Entry Shows Wrong Duration

Symptoms:

• Duration doesn't match times

Solutions:

1. Check for Pauses

• If timer was paused, pause time is excluded
• Total duration = elapsed time - pause time

2. Verify Times

• Edit entry
• Check start and end times
• Duration recalculates automatically

3. Check Midnight Crossing

• If end time < start time, entry crosses midnight
• Duration may seem wrong but is correct

Cannot Delete Entry

Symptoms:

• Swipe to delete doesn't work

Solutions:

1. Check Permissions

• Verify you have delete access
• Ask admin if entry is locked

2. Alternative Delete Method

• Tap entry to open
• Tap "Delete" button (top-right or bottom)
• Confirm deletion

3. Check Entry Age

• Some workspaces prevent deleting old entries
• Ask admin about deletion policy

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Sync Issues

"Sync Failed" Error

Symptoms:

• Manual sync shows "Sync failed"

Solutions:

1. Check Internet Connection

• Verify WiFi or cellular is connected
• Test by opening browser

2. Check Server Status

• Ask admin if server is online
• Try accessing web app

3. Retry Sync

• Wait 1 minute
• Tap "Sync Now" again

4. Clear Cache

• Settings > Data & Storage > Clear Cache
• Force sync again

5. Check Queue for Orphans

• Settings > Sync > View Queue > Validate
• Remove invalid items if found

Items Stuck in Offline Queue

Symptoms:

• Queue shows pending items even when online

Solutions:

1. Force Sync

• Settings > Sync > Sync Now
• Wait for completion

2. Check Item Validity

• Settings > View Queue > Validate
• Invalid items (orphans) can't sync
• Remove orphans if found

3. Check Conflict Items

• Conflicts prevent sync
• Resolve conflicts before retrying

4. Clear Queue (Last Resort)

• Settings > Data & Storage > Clear Offline Queue
• WARNING: Unsync changes are lost!
• Only use if queue is corrupted

Changes Not Syncing Across Devices

Symptoms:

• Create entry on mobile, doesn't appear on web (or vice versa)

Solutions:

1. Force Sync Both Devices

• Mobile: Settings > Sync Now
• Web: Refresh page (Ctrl+R / Cmd+R)

2. Check Workspace

• Ensure same workspace selected on both devices
• Top bar should show same workspace name

3. Check Entry Date

• Verify entry date is within visible range
• Web app may filter by date

4. Wait for Auto-Sync

• Real-time sync may take 5-10 seconds
• Wait and refresh web app

Conflict Keeps Appearing

Symptoms:

• Resolve conflict but it reappears

Solutions:

1. Resolve on Both Devices

• If conflict appears on mobile and web
• Resolve on both (choose same option)

2. Choose "Keep Server" Version

• This ensures web version is final
• Mobile syncs to match web

3. Stop Editing on Multiple Devices Simultaneously

• Conflicts occur when editing same entry offline on multiple devices
• Edit on one device at a time

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App Performance Issues

App is Slow / Laggy

Symptoms:

• App takes long to load screens
• Animations are choppy

Solutions:

1. Clear Cache

• Settings > Data & Storage > Clear Cache
• App will re-download data (may take a moment)

2. Reduce Cache Duration

• Settings > Data & Storage > Offline Cache Duration: 7 days
• Less cached data = faster app

3. Close Other Apps

• Free up device memory
• Swipe up on other apps in task switcher

4. Restart Device

• Power off phone
• Wait 10 seconds
• Power on

5. Reinstall App (Last Resort)

• Uninstall CADENSA
• Reinstall from App Store / Google Play
• Login again

App Crashes Frequently

Symptoms:

• App closes unexpectedly

Solutions:

1. Update to Latest Version

• App Store / Google Play > CADENSA > Update
• Newest version may fix crashes

2. Restart Device

• Power cycle phone

3. Check Storage Space

• iOS: Settings > General > iPhone Storage
• Android: Settings > Storage
• Need at least 1 GB free

4. Report Crash

• Settings > Advanced > Debug Mode: ON
• Settings > Advanced > Send Logs
• Email logs to support with crash description

App Freezes on Startup

Symptoms:

• App opens to splash screen then freezes

Solutions:

1. Force-Close and Reopen

• Swipe up on app in task switcher
• Reopen app

2. Clear Cache (via device settings)

• iOS: Offload app (Settings > General > iPhone Storage > CADENSA > Offload)
• Android: Clear cache (Settings > Apps > CADENSA > Storage > Clear Cache)

3. Reinstall App

• Uninstall
• Reinstall from store
• Login again

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Projects & Tasks Issues

No Projects Showing

Symptoms:

• Projects tab is empty

Solutions:

1. Check Workspace

• Verify correct workspace selected (top bar)
• Switch workspace if needed

2. Check "Show Archived" Filter

• Tap Filter icon
• Ensure "Show Archived" is OFF (or ON if you want archived)

3. Force Sync

• Settings > Sync > Sync Now
• Projects should download

4. Verify Project Access

• Ask admin if you have access to projects
• May need to be assigned to projects

Cannot Find Specific Project

Symptoms:

• Know project exists but can't find it

Solutions:

1. Use Search

• Tap search bar (top of Projects tab)
• Type project name or client name

2. Check Archived Status

• Enable "Show Archived" filter
• Project may be archived

3. Check Workspace

• Project may be in different workspace
• Switch workspace to find it

Tasks Not Showing for Project

Symptoms:

• Select project but no tasks appear

Solutions:

1. Verify Tasks Exist

• Check web app
• Project may genuinely have no tasks (tasks are optional)

2. Force Sync

• Settings > Sync > Sync Now
• Tasks should download

3. View Project Details

• Go to Projects tab
• Tap project card
• Tasks should appear in details view

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Notification Issues

Not Receiving Notifications

Symptoms:

• Enabled notifications but not receiving them

Solutions:

1. Check App Notification Settings

• Settings > Notifications > Push Notifications: ON

2. Check Device Notification Permissions

• iOS: Settings > CADENSA > Notifications > Allow Notifications: ON
• Android: Settings > Apps > CADENSA > Notifications > Show notifications: ON

3. Check Do Not Disturb

• Ensure device is not in Do Not Disturb mode
• iOS: Control Center > Do Not Disturb: OFF
• Android: Settings > Sound > Do Not Disturb: OFF

4. Check Backend Setup

• Push notifications require server configuration
• Ask admin if push notifications are enabled

Background Timer Notification Not Showing

Symptoms:

• Timer runs but no notification appears

Solutions:

1. Enable Timer Notification

• Settings > Notifications > Timer Running Notification: ON

2. Grant Notification Permissions (see above)

3. Restart App

• Force-close and reopen
• Start timer again

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Other Issues

Language Changed Unexpectedly

Symptoms:

• App suddenly in different language

Solutions:

1. Change Language Back

• Settings > Language > Select your language
• Or: Beállítások > Nyelv > English (if in Hungarian)

2. Restart App (after language change)

• Force-close and reopen

App in Wrong Time Zone

Symptoms:

• Times showing in wrong timezone

Solutions:

1. Check Device Time Zone

• iOS: Settings > General > Date & Time > Time Zone
• Android: Settings > System > Date & Time > Time zone
• Ensure correct timezone selected

2. Restart App (after timezone change)

3. Force Sync

• Settings > Sync > Sync Now

Cannot Logout

Symptoms:

• Tap logout but nothing happens

Solutions:

1. Sync First

• If offline queue has items, sync before logout
• Or choose "Logout Anyway" to discard pending items

2. Force Logout (if stuck)

• Uninstall app
• Reinstall app
• Effectively logs you out

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Still Need Help?

If none of the above solutions work:

1. Enable Debug Mode

1. Settings > Advanced > Debug Mode: ON
2. Reproduce the issue
3. Settings > Advanced > Send Logs
4. Logs are sent to support automatically

2. Contact Support

Email: support@cadensa.io (replace with actual email)

Include in Email:

• Your name and email
• Workspace name
• Device (iPhone 13, Samsung Galaxy S21, etc.)
• OS version (iOS 17.2, Android 13, etc.)
• App version (found in Settings > About)
• Description of issue
• Steps to reproduce
• Screenshots (if applicable)
• Debug logs (if enabled)

3. Check Documentation

• Getting Started - Setup and basics
• FAQ - Frequently asked questions
• Offline Mode - Sync and offline issues

4. Community Forum

Visit: https://community.cadensa.com (replace with actual URL)

• Search existing topics
• Post new question
• Community and support team will help

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Prevention Tips

To Avoid Issues:

1. Keep App Updated

• Check App Store / Google Play for updates weekly
• Enable auto-updates

2. Sync Regularly

• Don't let offline queue grow too large
• Sync before logging out

3. Clear Cache Occasionally

• Once per month
• Settings > Data & Storage > Clear Cache

4. Restart App After Changes

• After changing language, theme, or major settings
• Force-close and reopen

5. Backup Data

• Export time entries monthly
• Settings > Data & Storage > Export Data

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We're Here to Help! 🆘