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. 

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.

To check which version you are running on the mobile app, go to the Support tab which will display the Running version. You can find the current version of the app here.

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 before updating or uninstalling.

Have you got good internet connection?

Inspections on the mobile app 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

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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