Skip to main content

Knowledge Base

Trek Troubleshooting

Last updated on

Please consult this library of errors and suggestions for troubleshooting Trek.

  • Adding photos to form questions takes a long time to load.
    • This is slower in iOS than on Windows and Android and is a known issue.
    • Updating the camera settings to reduce the resolution may make this work faster:
      • Go to Settings > Camera > Formats > Most Compatible
      • If there is the option to adjust Resolution Control, choose the lowest resolution.
  • Forms are stuck in Outbox but my device is syncing without issue
    • Check your username and password. Your password needs to match the password that you use to log in to Assetas online. 
    • The “Reset” button on the “Storage Details” drops and recreates every table, excluding those that have unsent items.
    • If that doesn’t fix the issue, the only way to completely reset the app is to uninstall/reinstall or clear the storage. In Android, long-press the Trek icon, go to “Storage & cache” and click “Clear storage”. In iOS, remove the app, then reinstall it. Either of these nuclear methods fully recreates the local database, losing any unsent changes, and forcing the user to re-enter their credentials. Only do this when you have a good network connection, since this process will re-download everything.
  • When I submit a draft form, the count indicator doesn’t decrease and my submitted form keeps popping up in my drafts
    • There’s an error happening in the form rules. Please review your form rule logic.
  • The last synchronization message displays an SSL certificate issue
    • Restart your device.
    • Update your operating system to the latest version.
    • Toggle Airplane mode on and off: Turning Airplane Mode on and off can refresh your network connection.
    • Reset Network Settings: In iOS, go to Settings > General > Reset > Reset Network Settings to clear stored Wi-Fi and other network information.
    • Check Date and Time: Incorrect date and time settings can trigger SSL errors. In iOS, go to Settings > General > Date & Time and make sure they are set to automatic.
    • Reset all settings: In iOS, go to Settings > General > Reset > Reset All Settings
    • In iOS, Clear Safari’s history, cache, and cookies. Go to Settings > Safari, then tap Clear History and Website Data.
    • Go to api.assetas.com and app.assetas.com in the browser on your device. You don’t need to log in, just going to those pages should re-download the certificates.
    • If none of these suggestions work, please contact Assetas.
Table of Contents