Troubleshooting the Sign-In App

This article lists common issues and the steps to resolve them.

Workers Appearing Greyed Out

This usually indicates a selection or cache issue.

Try the following:

1. Tap Another Worker and search again.

2. Check that the worker’s induction is approved for this project.

3. Confirm camera and microphone permissions in the browser if QR features are used.

4. Clear the browser cache and reopen the Sign-In App.

QR Code Not Scanning

1. Confirm the camera has permission in device or browser settings. Note: Please use compatible web browsers are Google Chrome, Mozilla Firefox, Microsoft Edge and Safari. 

2. Ensure the visitor or worker uses the built-in camera, not a third-party QR reader.

3. Refresh the HT Sign-In App to regenerate the QR code.

4. Check Internet Connection on device with HT Sign In App

Wrong Project Displayed on the Device

This happens if a tablet is still linked to an old project.

To rebind it:

1. In HammerTech, create a new Full Sign-In device in the correct project.

2. On the tablet, open the Sign-In App.

3. Tap the settings cog.

4. Enter the 4-digit PIN from the old device profile (number will be 5-6-7-8)

5. Select Scan QR Code.

6. Scan the new project’s QR code that is displayed in HammerTech

7. Update the device.

If you are using a browser, ensure the URL saved on the tablet matches the correct project’s device record.

HT Sign In App Not Recording Sign-Ins

1. Confirm the device is linked to the correct project.

2. Observe a live sign-in at the tablet to confirm behaviour.

3. Check if workers are accidentally using a static QR instead of the full HT Sign In App

4. Check Internet Connection, App version and Operating System on device with HT Sign In App

Missing or Incorrect Hours

Common causes:

• Worker did not sign out

• Worker signed in through a visitor-only device

• Worker used Visitor Static QR Code 

• Multiple devices at the entry point create inconsistent usage

Correct these by reviewing the Sign-In Book and signing out workers manually when required.

When to Escalate to HammerTech

Escalate if:

• Workflow notifications stop triggering

• The app crashes consistently on supported devices

• Device logs show activity but the Site Diary receives no data

• Multiple devices experience the same issue across projects

Include:

• Project name

• Device type and Operating System

• Screenshots or photos

• Time and date of error

• Details of what the worker or visitor attempted to do