❓Troubleshooting

Some tips if you find a problem with the platform.

Online Help and Support

To send us a help query:

  • From the web dashboard, use the menu icon top right of screen to access Help and Support, then create a new support ticket with your question or query.

  • You will receive an email response. Make sure to check your junk inbox in case it gets diverted here.

  • You can make further responses via email, or view all your support ticket correspondence using "My Support History" from the menu options.

Problem with the Web Dashboard?

Whilst we are making every effort to avoid bugs and glitches, these do occasionally occur.

If you find your system frozen, unable to load, or displaying incorrect information we recommend:

  1. Click on the home icon top right of screen then re-load or refresh the page. This will ensure you are running the latest version and clear any glitches.

  2. If this doesn't work, congratulations, you may have discovered a rare bug!

  3. Use the menu icon, top right of screen, to access Help and Support, and report the issue. One of our helpful team will get back to you as soon as possible.

Problem with the App?

Occasionally there may be issues in the app. There are a couple of common causes:

1

An error has occurred

There are a few reasons this might happen, but a good option to try is to re-load the assets:

Go to Home, then drag the screen down and release, or click "Reload Assets.

2

The app may need updating

You can check if you r app is up to date by clicking on your initials or avatar, then selecting "About OffshoreSMS"

Click to update if required, or go to your app store.

You should also make sure you have auto-update enabled.

3

Incorrect device settings

Our app usually requires:

  1. Access to the camera and photos (for photo uploads to logs etc)

  2. Access to the microphone (for voice to text logs)

  3. Access to location information (while using, for location pin drops)

  4. Automatic updates ON (to avoid bugs or errors)

  5. Notifications ON (to enable activity alerts like when you have been added to an asset or a trip, incidents or defect alerts, the crew chat etc)

4

None of these things helped?

Congratulations, you may have discovered a rare bug!

Click on your initials or avatar, then select "Get Support" to report the issue and one of our helpful team will get back to you as soon as possible.

Other FAQ's:

Unable to access some features, or make edits or changes to certain sections?

This is usually a permission setting, which may be managed by another person in your organisation.

See the Fleet administrator permissions and notifications for more information, or contact the fleet primary administrator.

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