If your Papertrail web or mobile app is crashing it may be down to a variety of reasons, but we'll attempt to trouble-shoot the most common ones here for you. 

If you can't see that's relevant to you please get in touch with us with the contact details at the bottom of the page and we'll pass it to our Development Team straight away.

Is your app up to date?

The web app will automatically run the latest version, but if you are using Papertrail on a mobile device (iOS or Android) it's worth checking that you have the latest version installed.

Older versions can be incompatible or contain bugs that have been fixed since.

To check which version you are running, go to the Support tab and scroll down to view the version. As of November 2019, this should be 2.13.7 for iOS for Android.

If it's not up to date, you can go to the App store / Play store and click update, or uninstall and re-install the app (we recommend syncing your data first).

Have you got good internet connection?

Inspections on the mobile can be done offline but every other function does require an internet connection. If your Papertrail account is slow to respond it is likely to be your internet connection speed. Make sure you are in the best location for wifi or 3G/4G before trying big tasks.

Are you trying lots of tasks at once?

We all have our limits and so does the Papertrail app. We recommend (depending on your internet connection speed) that if you are trying these tasks that you limit yourself to the following:

  • Reports or certificates - 500 records

  • Barcode multi scan - 30 scans

Have you got your mobile device in dark mode?

It's a known problem to us that our app doesn't get on well with the dark mode settings. We're working on a fix but in the meantime try switching to standard mode to see if that makes a difference.

If it's not any of the above, please get in contact with us. We'd appreciate any information on the issues you are experiencing, including what you were trying to do, what happened and screenshots if possible.

Still can't find the answer you need? We'd love to help!
Contact our Customer Support Team via the chat button in the lower right corner of the screen, on +44 (0)1248 719270 or at support@papertrail.io

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