Who is this article for?

Suppliers and company users who need help troubleshooting issues with the Offline iPad app.

No elevated permissions are required.

This guide provides help and guidance for common issues when using the Offline iPad app.

1. Ensure the app version is up to date

Issues can occur if the app version is not kept updated. Older versions do not have access to corrective actions and may experience issues downloading assessments that contain existing actions.

• Always use the Apple App Store to keep the app up to date.
• You can check which version you are on by logging into the app and looking in the bottom corner.
• In the App Store, check the updates area to find the latest version.
• When updating, any existing downloaded assessments and responses will remain.

Note: Do not delete the app if you have any assessment data stored that you do not wish to lose.

2. Unable to log on

• Ensure that you are logging in with your Username. Your username is not your email address. Using your email address will cause issues with downloaded assessments.
• All companies wanting to use the Offline Assessment App need to be granted access. If this is the first time your company has tried to use the app, please contact the client service team by emailing: platform-support@authenticateis.com.

3. Receiving an error when uploading an assessment

• The most likely cause is that your device is not set to use 24‑hour time.
• To fix this, check your device date/time settings via Settings General Date & Time. Change the setting to use 24‑hour time.
• This setting can be turned off at other times but must be enabled to upload assessments correctly.
• If issues persist, please contact support for assistance.

Note: Do not delete the app if you have any assessment data stored that you do not wish to lose.

4. Can't find the assessment on the app

If a site assessment cannot be seen or an existing downloaded assessment cannot be uploaded, check the following:

• On the app:
  • Check that neither the Template nor the Site filter has been applied.
  • Ensure you have logged in using your username, not your email address.
• On the main platform:
  • Check that the assessment still exists and has not been archived.
  • Ensure the expiry date is set in the future.

Only assessments with a valid, non‑expired date can be downloaded or uploaded. If an assessment has expired after being downloaded, please contact the client service team by emailing: platform-support@authenticateis.com.

5. Assessment is checked out to another user

• If an assessment is checked out by another user, it will be unavailable to download to the app. Check the main platform to confirm.
• If another user has checked out the assessment, contact them to see if they still need access. If not, they must either upload their changes or delete the assessment from their app.
• Once uploaded, the assessment will be available for you to download.

An issue can occur if an assessment shows as checked out by yourself but is not visible on your device. This may happen if you deleted the app while having an assessment checked out. If this occurs, please contact the client service team by emailing: platform-support@authenticateis.com.

Note: Do not delete the app if you have any assessment data stored that you do not wish to lose.

6. Accidentally deleted an assessment

• If you accidentally delete an assessment, you will need an internet connection to download it again.
• Any changes made before deleting will be lost and must be re‑entered.

Important: Only delete an assessment if you are sure you do not need any data you have added.