Articles on: Audits

Offline App FAQ's & Troubleshooting Guide

Use this guide to resolve the most common issues on the Onos mobile app. If problems persist after trying the steps, contact your admin team so they can raise a ticket with Onos Support.

 

Contents:

  1. Slow Sync or Download Failing
  2. Unable to Complete an Audit
  3. Upload Sync Failing
  4. Blank or Greyed out Thumbnails
  5. Why does the Onos app require users to enable a device PIN or biometric security (e.g. Face ID / passcode) before use?
  6. What to provide to support if you still have an issue


1) Slow Sync or Download Failing?


Symptoms: Sync takes a long time or a download doesn’t complete.

Steps to fix

Note: If this is your first sync this will take longer and is dependant on a number of factors. This can typically take 1-10 minutes based on number of active projects, audits, device performance and wifi/signal strength. Any subsequent syncs should be under 1 min again depending on number of active projects, audits, device performance and wifi/signal strength. 


  1. Ensure a strong connection (reliable Wi-Fi or good mobile data signal).
  2. When prompted, tap Try Again.
  3. Fully close (force-quit) the app — don’t just minimise it — then reopen and try the sync again.


If it keeps happening

  • Note the time, what you were doing, and any error message.
  • Share these details with your admin team.



Tip: Syncing should only be attempted when you have a strong connection.

 


2) Unable to Complete an Audit (Form won’t open / can’t progress)


Symptoms: An audit form won’t open or you can’t move to the next section.

Steps to fix

  1. Check you have a good connection if the form requires network access.
  2. Force-quit the app, reopen it, and try the form again.
  3. If the issue persists, raise it with your admin team.


Workaround

  • With a good connection, you can still complete audits using the online list page (old method).

 


3) Upload Sync Failing


Symptoms: Uploads don’t complete or get stuck.

Steps to fix

  1. Attempt uploads only on reliable Wi-Fi or strong mobile data.
  2. Retry the sync.
  3. If it still fails, export the database from the User menu → Export DB.
  4. Send the exported .zip file to your admin team so they can raise with Onos Support.


Note: The exported DB may include audit data. Share it via your organisation’s approved secure method.

  

Important

  • Deleting the app will delete any audits stored on your device, including audits that have not yet synced to the server.



4) Blank or Greyed out Thumbnails


Symptoms: When too many images are added, some thumbnails may appear blank or greyed out. This is caused by your device’s processor and memory limits, not by a problem with the images themselves or the Onos app.

Steps to fix

  1. To avoid slowdowns, try to keep your image count within the recommended range for your device type.
  2. Hardware Considerations
  • Low-end devices (2–3GB RAM): Best for 50–75 images per inspection
  • Mid-range devices (4–6GB RAM): Best for 100–150 images per inspection
  • High-end devices (8GB+ RAM): Best for 200+ images per inspection


Important

All images will still sync to the platform, even if they don’t display correctly on your device during the inspection.


5) Why does the Onos app require users to enable a device PIN or biometric security (e.g. Face ID / passcode) before use?


Onos’s mobile app is designed to meet high security and regulatory standards while maintaining a frictionless user experience. One of the key measures in this design is the use of native device security features—such as PIN codes, passwords, or biometric authentication—as part of the login flow.

This requirement serves several critical security functions:

  • ✅ Protecting against unauthorized access: If a device is lost or stolen, “Remember Me” functionality could otherwise allow access to sensitive operational or EHSQ data without further login prompts. Enabling a device-level PIN or biometric ensures a secure barrier before the app can be opened.
  • ✅ Reducing password fatigue: By leveraging the device’s security, users avoid re-entering credentials each time, making it both more secure and more convenient.
  • ✅ Aligning with industry standards: Enforcing device-level security aligns with SOC 2 Type II, ISO 27001, and GDPR best practices, and is standard in regulated industries such as construction, manufacturing, and life sciences.

We understand that some users may prefer not to enable PIN or biometric security on their work devices. However, allowing app access without these safeguards would create a significant security vulnerability, particularly where “Remember Me” is used. For this reason, the app cannot currently be used without enabling one of these protections.

We recommend addressing this through your mobile device policy, which is common in enterprise deployments.



6) Helpful info to include when reporting an issue
  • Your name/username and site (if applicable)
  • Device & OS (e.g., Android/iOS + version)
  • App version (from User menu → About)
  • Exact time and steps leading to the error
  • Screenshots of any error messages




Updated on: 16/10/2025