Support
Troubleshoot common errors
Resolve blocked states, service interruptions, sync issues, and subscription discrepancies quickly.
Most blocked states or errors within ACLogics stem from connectivity, temporary service interruptions, account access, an insufficient token balance, or an incomplete required field.
This guide provides quick verification steps and troubleshooting strategies to get you back to work.
Troubleshooting Quick Reference
| Error or Blocked State | Possible Cause | Recommended Fix |
|---|---|---|
| Cannot Start Diagnosis | Empty symptom input, missing equipment details, offline status, or insufficient tokens. | Complete all required fields, reconnect, and check your available token balance. |
| ”Service Unavailable” | Local internet is active, but ACLogics cannot reach our servers. | Wait a moment, restart the app, and refresh. If the state persists, check our service status. |
| ”Export PDF” is Disabled | The report is still generating, has failed, or another export is running. | Wait for the active generation to complete or restart the report compilation process. |
| Plan Does Not Update | A store purchase has not appeared in the app yet. | Open Account, choose Restore Purchases, or restart the app. |
| Sign-in Loops or Shows a Blank Screen | The email or provider sign-in did not return to the app correctly. | Close the app and provider browser, reopen ACLogics, and retry once. |
| “Photo unavailable” | The selected or captured scan photo could not be opened. | Reopen the app, retake the photo, or enter the nameplate fields manually. |
| Offline Changes Won’t Sync | Offline/online state conflict or lost team permission. | Ensure you are fully online, check your active account context, and confirm team membership. |
| Unknown Error | Outdated app version, cached app state, or temporary glitch. | Check the App Store for updates, restart/reopen the app, and try again. |
Detailed Troubleshooting Steps
1. What to Check if a Diagnosis Cannot Start
If you are unable to submit a diagnostic query, verify that:
- Required Fields: The symptom description is not empty and a valid HVAC system type has been selected.
- Connectivity: Your device has an active internet connection.
- Submissions: There are no active diagnostic requests currently pending or submitting.
- Token Balance: Your account has enough available permanent or monthly tokens.
2. Resolving “Service Unavailable”
A “Service unavailable” message usually means your local connection is active, but the app cannot establish a stable connection with ACLogics backend services.
- Force close the app and wait 30 seconds.
- Confirm your device can load web pages outside the app.
- Reopen the app and retry the action.
- If the issue continues, contact support with the exact time of the error.
3. Fixing Disabled “Export PDF” Options
If the Export PDF action is grayed out or inactive:
- Generation Status: Confirm the report is fully compiled. If compilation failed, restart the report creation.
- Concurrency: Ensure you do not have multiple PDF exports running in parallel.
4. Restoring Subscription Access
If you upgraded your plan but your status still displays as Free:
- Open the bottom Account tab.
- Scroll to the subscription section.
- Tap Restore Purchases to check the store purchase again.
- If this fails, restart the app. If the issue persists, contact support with your purchase receipt details.
5. Resolving Offline Sync Failures
If edits made in the field fail to sync upon returning online:
- Active Profile: Check that you are signed in to the correct account profile (Personal vs. Organization).
- Permissions: Confirm your organization membership is still active and that you have permission to edit the job.
6. Handling Unknown Errors
If you encounter an unexpected or unknown error:
- Check for Updates: Visit the App Store to verify if a newer version of the ACLogics app is available.
- Restart the App: Close the application completely, reopen it, and attempt the action again.
7. Recovering from sign-in or nameplate-photo errors
For an email passcode, use the newest code sent to the exact address you entered. If Google or Apple sign-in loops, close both ACLogics and the browser screen, then retry once. If a nameplate shows Photo unavailable, reopen ACLogics and retake the photo; on Android, a full app restart may be required. Continue by entering the fields manually if scanning remains blocked.
[!TIP] If a failure persists, use Send feedback or report an app problem and include the exact message and time.
Need support?
Email ACLogics with the issue details.
Include the account email, device model, app version if known, screenshots, and the exact message shown.