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A technician can’t see a job on their phone

Posted
Updated
ByThe Wax Stak Team

By the end of this article you will know why a job is missing from a phone and what to change so it shows up, usually within a minute.

Symptoms

  • A job on the calendar is not on the technician’s Work tab.
  • The job is on the phone but under Needs a technician, not in the day’s list.
  • Jobs for later this month are missing while this week’s are there.
  • The phone says Offline or Sync error, and nothing new arrives.
  • A technician who could see everything yesterday sees nothing today.

Likely causes

  • Nobody is assigned, or someone else is. The phone holds only the jobs its owner is assigned to. A job with no technician is not on anyone’s phone as work — it appears under Needs a technician, where a technician whose role allows it can tap Claim. A job assigned to another technician is on that technician’s phone.
  • It is outside the phone’s window. The app carries jobs from 90 days back to 14 days ahead. A job three weeks out appears on its own when it comes within two weeks.
  • The phone has not synced. A job assigned in the office reaches the phone on the next sync. The bar at the top of every screen says Up to date, Syncing…, Offline or Sync error; with no signal, the job waits until there is.
  • You are looking at the wrong day. Work opens on today; the strip at the top moves a day at a time and Today brings it back. A job whose Appointment was moved in the office moved on the phone too.
  • The job is canceled or already done. A canceled job is left out of the day’s list and count.
  • Their access was removed. An employee switched off under Team → Employees is refused on the next request — the phone stops syncing and eventually shows the sign-in screen.
  • A change of role. What reaches a phone follows the person’s role. Only a Technician can be put on a job; someone moved to another role keeps the app and the jobs already assigned to them, but drops off the Technicians field for new ones.

What to do

  1. Open the job from Work → Jobs and check who is on it. Type their name in the Technicians field, pick them and save — or, in Technician View on the calendar, drag the block into their lane. See Assign technicians to a job. They are notified, and the job is on their phone on the next sync.
  2. Ask the technician to open You and tap Sync Now, or simply to bring the app to the front with signal. The bar should read Syncing… then Up to date.
  3. Sync error that does not clear with signal? Ask them to open You: Needs review appears there when something they did was refused or overridden, and says what. If the error stays, write to support@waxstak.com with the technician’s name and the time. Do not have them sign out to “reset” it — Sign Out removes the phone’s offline data, including any work that has not been sent yet.
  4. Job more than two weeks away? Nothing to do — it arrives on the phone when it comes within the window. Book the technician’s time in the office as usual.
  5. Job under Needs a technician? Either assign it from the office, or let the technician tap Claim. A claim is refused if they are already booked at that time, would go over their hours, or are not set up for a service on the job — the phone explains which.
  6. Technician can no longer sign in at all, or is missing from the Technicians field? Check their row under Team → Employees: Active Employee must be on, and their role must be Technician — the field only lists active technicians, and only they can be put on a job.

Good to know

  • The phone never shows another technician’s jobs as work. A helper on a job sees it, but only the lead can change its status or send the “on my way” text; the office and the phone agree on who leads.
  • Customers and the catalog are always there. The whole customer list and the catalog sync to every phone regardless of assignment; only jobs, invoices and payments are the technician’s own.
  • A brand-new phone takes a moment. The first sync downloads everything; on a slow connection the jobs appear before the photos.
  • Who. Assigning jobs needs a role that can edit jobs — Admin, Manager or Technician; being assigned needs the Technician role.

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