Troubleshooting Check-in Issues

Created by Andrea J Bradley, Modified on Mon, 16 Jun at 7:13 PM by Andrea J Bradley

Overview

This guide helps you resolve common check-in problems on both the web application and mobile app. Most check-in issues can be resolved quickly with these troubleshooting steps.

Who Can Use This

All users experiencing check-in difficulties.

Quick Check-in Status Verification

Confirming Your Current Status

Web Application:

Go to https://reggiefiredrill.co.uk and sign in
Check your dashboard for "You are currently checked in at [Site Name]" or "You are not currently checked in"

Mobile Application:

Open the fire drill app
Look at "Are you arriving or departing?" section
Check for "You are currently checked in at [Site Name]" or "You are not currently checked in"

If Status Is Incorrect

Use manual check-in to correct your status immediately
Continue with troubleshooting to prevent future issues

Manual Check-in Issues

Problem: Check-in Button Not Working

Symptoms: Button doesn't respond when clicked/tapped

Solutions:

Refresh the application:
- Web: Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
- Mobile: Close the app completely and reopen
Check internet connection:
- Try loading another website/app
- Switch between Wi-Fi and mobile data
Try alternative platform:
- If mobile isn't working, try the web app
- If web isn't working, try the mobile app
Clear cache:
- Web: Clear browser cache and cookies
- Mobile: Clear app cache in phone settings

Problem: Can't See Your Site

Symptoms: Your workplace doesn't appear on the dashboard

Solutions:

Verify site assignment: Contact your Site Administrator to confirm you're assigned to the correct site
Check for multiple sites: Scroll through all site cards if you have access to multiple locations
Account issues: Ensure you're signed in with the correct email address
Refresh your account: Sign out completely and sign back in

Problem: Error Messages During Check-in

Common error messages and solutions:

"Unable to process check-in"

Check your internet connection
Wait 30 seconds and try again
Try the alternative platform (web/mobile)

"Site not available"

Contact your Site Administrator
Your site may be temporarily disabled
Try again in a few minutes

"Authentication required"

Sign out and sign back in
Check that your account is still active
Contact your Site Administrator if persisting

Problem: Check-in Status Not Updating

Symptoms: Button shows you've checked in but status doesn't change

Solutions:

Wait and refresh: Status updates can take up to 30 seconds
Force refresh:
- Web: Press F5 or refresh button
- Mobile: Close and reopen the app
Check network: Ensure stable internet connection
Try again: If status hasn't updated after 2 minutes, try checking in again

Automatic Check-in Issues (Mobile Only)

Problem: Not Getting Check-in Notifications

Symptoms: No push notification when entering workplace

Solutions:

Check location permissions:
- iPhone: Settings > Privacy & Security > Location Services > Reggie® > "Always"
- Android: Settings > Apps > Reggie® > Permissions > Location > "Allow all the time"
Verify notification permissions:
- Ensure push notifications are enabled for the app
- Check "Do Not Disturb" settings aren't blocking notifications
Check automatic check-in setting:
- Open app dashboard
- Verify "Automatic Check-in/out" is enabled
Test manually: Walk away from site and return to test the geofence

Problem: Automatic Check-in Happening at Wrong Times

Symptoms: Getting checked in/out when you shouldn't be

Solutions:

Geofence boundary issues: Contact your Site Administrator - the geofence may need adjustment
GPS accuracy problems:
- Move to an area with better GPS signal
- Restart your phone to refresh location services
Background app issues:
- iPhone: Settings > General > Background App Refresh > Enable for the Reggie® app
- Android: Settings > Battery > Battery Optimization > Select Reggie® > "Don't optimize"

Problem: Delayed Automatic Check-ins

Symptoms: Check-in notifications arrive minutes after entering/leaving

Solutions:

Normal delay: Up to 5 minutes delay is normal
Network connectivity: Check mobile data/Wi-Fi connection
Background restrictions: Ensure app can run in background
Battery optimisation: Disable battery restrictions for the app

Problem: Automatic Check-in Stopped Working

Symptoms: Was working before but no longer functions

Solutions:

Check permissions: Phone updates can reset location permissions
Restart services:
- Turn location services off and on
- Restart your phone
- Reopen the app
Re-enable in app: Toggle automatic check-in off and on in the app settings
App update: Check if there's an app update available

Problem: Persistent Notification Keeps Appearing (Android)

Symptoms: You keep seeing the "Reggie Safety Check-ins" notification even after dismissing it

This is normal behaviour:

The notification is required for automatic check-ins to work on Android
If you dismiss it, it will return in 5 minutes
This ensures your safety coverage continues uninterrupted

The notification says: Reggie Safety Check-ins
Reggie is tracking your location in the background to automatically handle safety check-ins. If you dismiss this notification, it will return in 5 minutes to ensure your safety coverage continues.

Solutions:

Leave the notification in place - it's necessary for the app to function
If you don't want to see it, disable automatic check-ins and use manual check-ins instead
You can minimise the notification in your phone's notification settings without disabling it completely

Network and Connectivity Issues

Problem: "No Internet Connection" Errors

Solutions:

Test connectivity: Try loading another website/app
Switch networks: Try mobile data if on Wi-Fi, or Wi-Fi if on mobile data
Network strength: Move to area with stronger signal
Router issues: If on Wi-Fi, try restarting your router

Problem: Slow Loading or Timeouts

Solutions:

Network speed: Test your internet speed
Server load: Wait a few minutes and try again
Clear cache: Clear browser/app cache
Alternative platform: Try web app if mobile is slow, or vice versa

Account and Authentication Issues

Problem: Can't Sign In

Solutions:

Password issues:
- Use "Forgot Password" option
- Check for typing errors (caps lock, special characters)
Email address:
- Ensure you're using the correct email
- Check for typos in email address
Account status: Contact Site Administrator if account may be disabled

Problem: Logged Out Unexpectedly

Solutions:

Session timeout: Sign back in (normal after extended periods of inactivity)
Multiple devices: Signing in on another device may log you out
Browser issues: Clear cookies and cache, then sign in again

Platform-Specific Issues

Web Application Issues

Browser Compatibility:

Use supported browsers: Chrome, Firefox, Safari, Edge
Enable JavaScript and cookies
Disable ad blockers if they're interfering
Try incognito/private browsing mode

Common Web Issues:

Clear browser cache and cookies
Disable browser extensions temporarily
Try a different browser
Check firewall/corporate network restrictions

Mobile Application Issues

App Performance:

Close other apps to free up memory
Restart your phone
Update the app to the latest version
Reinstall the app if problems persist

Common Mobile Issues:

Check available storage space
Ensure app has necessary permissions
Update your phone's operating system
Contact your Site Administrator for app-specific issues

When Check-ins Fail During Emergencies

If Systems Are Down During a Fire Drill

Remember: Fire safety doesn't rely solely on the app

Backup Procedures:

Follow standard evacuation procedures
Report to your designated assembly point
Inform Fire Marshals of your presence manually
Don't rely solely on app check-ins during emergencies

Reporting System Issues During Drills

Prioritise safety first - evacuate according to procedures
Inform Fire Marshals of any app issues affecting headcount
Use backup manual procedures for attendance tracking
Report technical issues after the emergency is resolved

Getting Additional Help

Self-Help Steps to Try First

Restart the app/browser
Check internet connection
Try the alternative platform (web if mobile fails, mobile if web fails)
Wait a few minutes and try again
Sign out and back in

When to Contact Support

Contact your Site Administrator or Reggie® support if:

Issues persist after trying self-help steps
You can't access your site or account
Automatic check-ins consistently fail
You need your site assignment changed

Provide this information when requesting help:

Your name and email address
Description of the problem
What you were trying to do
What device/browser you're using
Screenshots of error messages (if any)
Steps you've already tried

Escalation Process

Site Administrator - First point of contact for most issues
Technical Support - Site Administrator can escalate technical problems
Emergency Contacts - Use during actual emergencies only

Preventing Future Issues

Best Practices

Regular Maintenance:

Keep your app updated
Restart your phone weekly
Check permissions monthly
Test check-ins regularly

Good Habits:

Always verify your check-in status
Don't rely solely on automatic check-ins
Report persistent issues promptly
Keep alternative access methods available

Emergency Preparedness:

Know how to access both web and mobile platforms
Remember that fire safety doesn't depend entirely on the app
Understand your workplace's backup procedures

Emergency Reminder: During actual fire emergencies, follow your workplace evacuation procedures first. App check-ins are helpful but should never delay your evacuation or safety.