Summary
Some crew members may encounter an error when attempting to submit a report that includes image attachments. Although logging out/back in or rebooting the device may seem helpful, the root cause often lies in how the system processes newly attached files. This document explains the issue and provides a step-by-step workaround.
The Problem
User attaches one or more images to the report form.
Upon tapping Submit, an error message appears.
Subsequent attempts (including logging out/in or restarting the device) still result in the same error.
Cause
The system occasionally fails to recognize freshly attached images until the form’s draft has been saved without them. This can occur when the image metadata isn’t fully indexed before submission.
Resolution Steps
Remove the Image
In the open report form, remove the image(s) attached.
Save the Draft
Tap Save (do not submit) without any image(s) attached.
Reopen the Draft
From your list of Draft Reports, locate and open the report you just saved.
Re-attach the Image
Tap Attach Image and select the desired image(s) again.
Save Again
Tap Save to ensure the new attachment is indexed.
Submit the Report
Finally, tap Submit.
Report will submit successfully with no error.
Confirmation
After following these steps, the crew member who originally reported the issue was able to submit their report with images attached successfully.
Additional Notes
If the problem persists after these steps, please capture a screenshot of the error and open a support ticket, including:
Device model and OS version
App version
Exact error message text
Time and date of the failed submission
Our support team will investigate the image-attachment workflow. We appreciate your patience and feedback.
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