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CAMS Mobile Troubleshooting Common Issues

Overview

This article outlines common issues CAMS Mobile users may encounter during inspections and provides practical steps to resolve them. If your issue is not listed here, use the CAMS web support widget or contact support@assethubhelp.zendesk.com.

For Inspectors

Login Issues

Issue: Cannot log in to CAMS Mobile

  • Double-check your username and password.

  • If your organisation uses Single Sign-On (SSO), ensure you're logging in via the correct portal.

  • Confirm your device has a stable internet connection.

  • If you've forgotten your password, use the Forgot Password link on the login page to reset it.

  • If login still fails, this is a business-critical issue. Contact your Admin or CAMS Support immediately.

Inspection Not Syncing

Issue: Saved or completed inspections are not appearing in the web portal

  • Inspections begin syncing automatically as soon as they are saved, regardless of completion.

  • Check your device’s internet connection.

  • Perform a Module Refresh from the left-hand menu.

  • If the inspection remains editable, syncing may still be in progress-wait a few moments or retry the refresh.

  • Important: Sync failures can result in data loss. Contact CAMS Support immediately if syncing fails after refresh.

Issue: Inspection marked as completed but Admin cannot confirm

  • Another inspector may have downloaded the same inspection and not yet completed it.

  • Inform your Admin-Force Complete may be necessary to finalise the record.

App Crashes or Freezes

Issue: App closes unexpectedly or becomes unresponsive

  • Restart your device and reopen the CAMS Mobile app.

  • Ensure the app is updated to the latest version from the app store.

  • If the issue persists, contact CAMS Support. Do not uninstall the app, as this can result in data loss for any unsynced inspections.

Asset or Location Missing

Issue: Expected assets or locations are not appearing

  • Verify that you're in the correct module and have selected the full hierarchy path.

  • Perform a Module Refresh from the left-hand menu to update your records.

  • Confirm with your Admin that the asset is included in the current configuration.

  • If the asset or location was recently added via the CAMS web portal, the Admin must complete the Prepare Mobile Data step in the Mobile Configuration page.

Tip: Use the search icon or filter tool to help narrow down the asset list.

Location Input Not Working

Issue: Unable to capture or record location during inspection

  • Confirm that your device’s location services are enabled.

  • Ensure CAMS Mobile has permission to access location in your device settings.

  • Move closer to a window or open area to improve GPS signal if indoors.

  • Restart the app after enabling permissions.

Photo Capture Not Working

Issue: Camera icon is missing or not functional

  • Ensure camera permissions are enabled in your device settings for CAMS Mobile.

  • Restart the app or the device.

Note: Multiple photos can be uploaded per inspection record. However, only one attachment field is currently available per inspection. More attachment field types will be supported in future updates.

For Administrators

If inspectors encounter issues, verify that the Mobile Configuration is complete and up to date. This includes assigning users, defining asset visibility, organising field layouts, and using the Prepare Mobile Data step to finalise deployment.

Refer to: Mobile Configuration Overview.

Need Help?

Still experiencing issues?