Common Issues & Solutions

Modified on Tue, 18 Nov at 11:30 AM

Common Issues & Solutions

Overview

Even well-planned inventories encounter challenges. This troubleshooting guide addresses the most common issues administrators and users face during inventory creation, collection, processing, and completion. Each issue includes symptoms, root causes, and step-by-step solutions.

Inventory Access & Setup Issues

Issue: Inventory Not Showing in Dashboard

Symptoms:

Created inventory but can't find it in list
Dashboard shows empty or missing inventory

Common Causes & Solutions:

Cause	Solution
Filter applied	Check filter settings - may be filtered to "Active" but inventory is "Draft"
Site filter	Clear site filter or select correct site
Browser cache	Refresh page (Ctrl+R or Cmd+R) or clear browser cache
Permission issue	Verify you have administrator permissions for that site
Creation failed	Check for error messages during creation - may need to recreate

Issue: Can't Change Inventory from Draft to Active

Symptoms:

"Save" button grayed out
Error message when trying to activate

Required Fields Check:

Inventory name (must be unique)
Site selection
Due date (must be future date)
Expected asset count (auto-populated, verify it's not zero)

Solution:

Complete all required fields
Verify due date is in future
Check that site has assets assigned (can't inventory empty site)
If error persists, contact support with error message

Blind Link Issues

Issue: Blind Link Doesn't Work

Symptoms:

Link opens but shows "Invalid" or "Expired"
Blank page when clicking link
404 error

Troubleshooting Steps:

Check	How to Fix
Inventory status must be Active	Set inventory to Active status (links only work when Active)
Link copied incorrectly	Regenerate link and copy entire URL (not truncated)
Network restrictions	Check firewall/VPN settings - may block ARMOR domain
Browser compatibility	Try Chrome, Edge, or Safari (current versions)
Inventory completed/cancelled	Link expires when status changes - reopen inventory if needed

Issue: Users Can't Scan (Camera Not Working)

Symptoms:

Black camera screen
No viewfinder appears
"Camera access denied" message

Solutions by Platform:

iOS (iPhone/iPad):

Settings → Safari → Camera
Ensure "Ask" or "Allow" is selected (not "Deny")
Close Safari completely (swipe up from multitasking)
Reopen blind link
Grant permission when prompted

Android (Chrome):

Settings → Apps → Chrome → Permissions → Camera
Set to "Allow"
Restart Chrome
Reopen blind link
Grant permission when prompted

Desktop (not recommended but possible):

Ensure external webcam is connected
Grant browser camera permission
Or use manual entry mode

Progress & Processing Issues

Issue: Progress Not Updating

Symptoms:

Submissions coming in but progress stuck at X%
Dashboard shows old data

Why This Happens:

Progress calculates from verified assets, not raw submissions
Submissions in Pending or Flagged queues don't count yet

Solutions:

Go to Review & Process Tab
Approve pending submissions (they'll count toward progress)
Resolve flagged items
Clear browser cache and refresh
Wait 30 seconds for dashboard auto-refresh
If still stuck, check for processing errors in Match Tab

Issue: High Number of Duplicate Submissions

Symptoms:

Same asset scanned multiple times
Submission count far exceeds expected assets
Match Tab shows many duplicates

Common in Blind Inventory:

Users can't see what's already scanned
Multiple people may scan same asset
Expected behavior

Solutions:

Prevention: Clear instructions ("Scan each asset once, even if unsure")
Coordination: Assign specific areas to users
Processing: Use Match Tab filters to identify duplicates quickly
Bulk rejection: Select all duplicates for same asset, keep earliest, reject rest

Issue: User Access Showing "Already Scanned" Incorrectly (Standard Inventory)

Symptoms:

User scans asset, gets "Already scanned" but it wasn't scanned
Prevents legitimate submission

Causes:**

Duplicate asset IDs in database (data quality issue)

Asset was previously scanned and then rejected (system still flags it)

Cache issue showing old status

Solutions:

Administrator: Search database for duplicate IDs, correct records

If asset was rejected earlier: Un-reject it or tell user to use manual entry

Clear user's browser cache

User can switch to blind link temporarily (no duplicate check)

Mobile Scanning Issues

Issue: Barcode Won't Scan

Symptoms:

Camera sees barcode but doesn't capture

Takes long time or never reads

Troubleshooting Checklist:

Issue Solution

Poor lighting Move to brighter area, use phone flashlight, avoid direct sun glare

Dirty/damaged barcode Clean with cloth, use manual entry if damaged beyond repair

Wrong distance Try 4-8 inches from camera, adjust until focused

Barcode reflection Angle phone to eliminate glare from glossy labels

Unsupported format Some rare barcode types not recognized - use manual entry

Phone too old Camera quality may be insufficient - use manual entry or newer device

Issue: Slow Submission / Connection Problems

Symptoms:

"Submitting..." message hangs

Submissions take 30+ seconds

Timeout errors

Solutions:

Check signal: Move to area with better cellular/WiFi

Connect to WiFi: If available, faster than cellular

Wait for confirmation: Don't close browser until "Successfully submitted"

Don't rapid-fire scan: Wait 2-3 seconds between submissions

Reduce photo size: If attaching photos, compression may help

Offline mode (if available): Queue submissions for later sync

Issue: Phone Battery Dies Quickly

Why:**

Camera use is battery-intensive

Screen on constantly

Data transmission continuous

Solutions:

Start day with 100% charge

Bring portable battery pack

Reduce screen brightness

Close other apps

Enable low power mode (iOS) or battery saver (Android)

Take breaks to charge

Match Tab & Processing Issues

Issue: Low Confidence Scores (Lots of Yellow/Red)

Symptoms:

Few high-confidence (green) matches

Most submissions are medium (yellow) or low (red)

Common Causes:

Outdated database: Expected asset data doesn't match reality

Users scanning wrong identifiers: Serial numbers instead of asset tags

Poor asset tag system: Inconsistent or missing tags

Many new/unknown assets: Inventory includes untagged items

Solutions:

Manual matching: Use search to find correct database records

Review photos: Often reveal correct identifier

Create new assets: For truly unknown items

Update database: If systemic mismatch, update expected records

Retrain users: Clarify which barcode to scan

Issue: Can't Find Match for Submission

Symptoms:

Scanned "LAP-0456" but database has no match

Search returns no results

Troubleshooting:**

Search variations: Try "LAP0456", "LAP 0456", "0456"

Search by other fields: Model, serial number, location

Check photos: Is there another identifier visible?

Verify asset exists: Could be new/unknown

Check for typos: Manual entry might have errors (0 vs. O, 1 vs. I)

If no match: Create new asset or flag for physical verification

Issue: Flag Resolution Stuck

Symptoms:

Flagged queue not decreasing

Same flags sitting for days

Why This Happens:

Flags require investigation/decisions (not quick fixes)

Waiting for field verification

Administrator overwhelmed

Solutions:

Prioritize by value: Tackle high-value assets first

Batch similar flags: Process all location discrepancies together

Make decisions: Don't let perfect be enemy of good (document and move on)

Delegate: Ask site manager or department head for input

Schedule field checks: Don't wait indefinitely - set deadline for physical verification

Accept uncertainty: Some flags may not resolve perfectly - document and approve/reject

Completion & Results Issues

Issue: Completion Below 100% But Can't Find More Assets

Symptoms:

Stuck at 92% completion

All areas scanned thoroughly

Missing assets report shows items not found

This is Normal:

100% completion is ideal but not always achievable

Assets may be legitimately missing (stolen, disposed, transferred)

Actions:

Review missing asset list: Identify high-value items for priority search

Check maintenance logs: Were items recently transferred or retired?

Contact responsible parties: Ask department/users about specific assets

Physical search: One more sweep of areas where missing items expected

Document exceptions: Note why assets are missing (e.g., "Confirmed disposed 2023-11")

Accept completion: 90-95% is often excellent in practice

Initiate loss reporting: For high-value unaccounted items

Issue: Can't Mark Inventory as Completed

Symptoms:

"Complete Inventory" button grayed out

Error message when trying to complete

Requirements Check:

All submissions processed: Pending queue must be empty (or nearly empty)

Flagged queue cleared: Resolve or approve/reject all flags

Results reviewed: Must access Results Tab at least once

Administrator approval: May require specific permission level

Solution:

Process all pending/flagged submissions

Review Results Tab

Document findings

Click "Mark as Completed"

Confirm action (irreversible)

Performance & System Issues

Issue: System Slow / Dashboard Lagging

Symptoms:

Pages take long time to load

Buttons unresponsive

Dashboard freezing

Solutions:

Clear browser cache: Ctrl+Shift+Delete (Chrome), Cmd+Shift+Delete (Safari)

Close other tabs: Free up browser memory

Restart browser: Close and reopen completely

Check connection: Run speed test (slow connection = slow system)

Update browser: Use current version of Chrome, Edge, Firefox, or Safari

Disable extensions: Ad blockers or extensions may conflict

If persistent: Contact support - may be server-side issue

Issue: Data Not Saving

Symptoms:

Edit asset, but changes don't persist

Create inventory, but it disappears

Solutions:

Check for error messages: Red banner at top may indicate validation error

Verify permissions: Ensure you have write access

Network interruption: Check if connected to internet

Session timeout: Sign out and back in

Browser issue: Try different browser

If data lost: Contact support immediately (may be recoverable)

Getting Additional Help

Before Contacting Support

Gather this information:

Inventory name or ID

Error message (exact text or screenshot)

What you were doing when issue occurred

Browser and version (e.g., "Chrome 120 on Windows 11")

Mobile device type (e.g., "iPhone 14 Pro, iOS 17.2")

Steps to reproduce (if possible)

When issue started

Support Channels

Email: support@armordata.com

In-app chat: Click support icon (if available)

Knowledge base: Search articles for self-service solutions

Phone support: Check your organization's support line

What's Next?

Best Practices for Inventory Success - Strategies to prevent issues

FAQ - Quick answers to common questions

Mobile Field Worker Workflows - Scanning best practices

Getting Help

For issues not covered here, contact the ARMOR Support Team with detailed information about the problem.

Issue	Solution
Poor lighting	Move to brighter area, use phone flashlight, avoid direct sun glare
Dirty/damaged barcode	Clean with cloth, use manual entry if damaged beyond repair
Wrong distance	Try 4-8 inches from camera, adjust until focused
Barcode reflection	Angle phone to eliminate glare from glossy labels
Unsupported format	Some rare barcode types not recognized - use manual entry
Phone too old	Camera quality may be insufficient - use manual entry or newer device