Here are some frequently asked questions regarding errors on your mobile and iPad apps, along with troubleshooting steps to help you resolve issues. If any problems persist after trying the suggested solutions, please don’t hesitate to reach out to the support team for further assistance.
"Oh No! We could not connect to Roubler"
This error is typically resolved by either downloading the latest version of the Roubler app or uninstalling and reinstalling the application.
If the error persists, it would be helpful to notify the support team
"Oh No! Supplied Location or company header cannot be accepted"
This error can occur if the employee's profile is not yet active and is still in an Onboarding or Invited status. You can confirm the employee's status by checking their Personal Employment Status page.
Another possible reason is that the location the employee is assigned to has been deleted. This can be verified by reviewing their Personal Locations page.
We could not submit your timesheet. Reason: Internal Server Error
This error is typically resolved by either downloading the latest version of the Roubler app or uninstalling and reinstalling the application.
"Oh No! We had an issue retrieving data"
If this error occurs, there are two key things to check:
-
Has the employee logged into the desktop version yet?
- Logging into the desktop creates an authentication code, which should then allow access to the mobile app.
-
Is the employee's profile still active?
- Ensure the profile has not been deleted or removed from the system.
Something went wrong. Error: request_forbidden
This issue typically relates to a security issue involving a missing CSRF (Cross-Site Request Forgery) token. The CSRF token is a security measure used by websites and applications to prevent unauthorized actions from malicious sources.
To resolve this issue, please follow these steps:
-
Clear Cache and Cookies:
- Clear the browser or app cache and cookies to eliminate any stored data that might be causing conflicts.
-
Refresh or Restart the Session:
- Log out of the app or website and log back in to refresh the session and request a new CSRF token.
-
Update the App or Browser:
- Ensure that the app or browser being used is updated to the latest version to avoid compatibility issues.
-
Check Network Settings:
- Verify that the network settings are not blocking requests, especially if it’s being used in a corporate or restricted environment.
"Oh No! Access denied"
If this error occurs, please verify that the employee has a primary location saved within their Locations page.
A missing primary location can often cause this issue.
"Oh no! Unauthorized"
This error is related to the permission access assigned to the employee. The assigned permission might be missing the "View Own Profile" option.
You can resolve this by updating the permission:
- Go to your dashboard and select Management > Settings > Manage Permissions.
- Locate the permission group you need to edit and click the 'Edit' option on the right.
- Click the blue button to add the new permission: View Own Profile.
- Save the changes.
"Something went wrong" Employee Onboarding doesn't seem to be configured for this company.
The employee will encounter this error during onboarding if the onboarding flow they were originally sent has been deactivated or deleted.
To resolve this issue:
- Send the employee a new invite to restart the onboarding process.
- Ensure the employee ignores any previous invites.
- Instruct the employee to select the "Use Existing User Account" option when prompted.
"Something went wrong" Error: Form_Expired
If the browser settings on your phone (such as Safari or Chrome) are set to block cookies, this can prevent you from logging in. Here’s how to check and fix this on both iPhone and Android:
For iPhone:
Safari:
- Open the Settings app on your iPhone.
- Scroll down and select Safari.
- Under Privacy & Security, ensure the Block All Cookies toggle is turned off.
- Close and reopen Safari, then try logging in again.
Chrome:
- Open the Chrome app on your iPhone.
- Tap the three dots in the bottom-right corner and select Settings.
- Navigate to Privacy and Security > Cookies.
- Ensure that cookies are allowed or not blocked.
- Restart Chrome and attempt to log in again.
For Android:
Chrome:
- Open the Chrome app on your Android device.
- Tap the three dots in the top-right corner and select Settings.
- Scroll down and choose Site Settings > Cookies.
- Make sure that Allow Cookies is selected.
- Restart Chrome and try logging in again.
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