Workbench Support

Purpose

This guide provides simple and effective troubleshooting steps for Admins to resolve common Upvise user issues related to data syncing, outdated forms, or display glitches.

Step 1: Reload Upvise to Resync Data to the Device (Recommended First Step)

Reloading forces the device to update the local database with the latest data from the server.

On the mobile app:

• Pull the screen down and hold it for a couple of seconds.

• This will reload and update the data in the local database on the device.

This simple action can resolve many sync and missing data issues before taking further steps.

Step 2: Reset the User's Password 

• Resets the user's session and forces a logout from all devices.

• On next login, the device will:

  • Clear the existing local database.

  • Download a fresh, up-to-date database from the Upvise server.

• Ideal for resolving data not updating, missing forms, or sync issues.

How do I reset a password in Upvise?

Step 3: Instruct User to Manually Log Out and Log Back In

• If you don’t want to reset the password, ask the user to manually:

  1. Log out of Upvise.

  2. Log back in with their existing credentials.

• This will clear and refresh the local database.

• Suitable for general troubleshooting if the user is comfortable.

Step 4: Clear Browser Cache (Only for Visual or Display Issues)

• Only needed when users experience:

  • Buttons not appearing.

  • Menus or interface loading incorrectly.

  • Layout or visual glitches.

• Does not affect the Upvise local database or data syncing.

• Should be used as a last resort if the above steps have not resolved the issue.

Browser Cookies and Cache: How They Impact Web Pages and Troubleshooting Steps

How do I clear cache on a mobile device?

Important Notes for Admins

• Always encourage users to be logged into only one device at a time.

  • Each device maintains a separate local database.

  • Multiple devices logged in under the same account can cause inconsistent data views.

• Users must have an internet connection to successfully log in and sync their data.

Admin Quick Reference

Related: Understanding Upvise's Local Database

If problems continue after these steps, gather specific examples and escalate to the support team for further investigation.