Before opening a support ticket, please confirm you’ve completed all of the steps below.
Most mobile issues are resolved by one of these actions.

Step 1: Confirm permissions on EarthRanger Web

Make sure that:

• You are logged into the same user account on Web and Mobile
• Your user has permission to:
  • view the relevant Event Categories / Event Types
  • view the relevant Subject Groups
  • view Shared Events, if applicable

If permissions were changed recently, the mobile app will not reflect them until you sync.

Step 2: Manually sync the app

1. Open EarthRanger Mobile
2. Go to Status
3. Tap Sync
4. Wait until the sync completes (button is no longer greyed out)

Many issues are caused by admin-side changes that require a manual sync.

Step 3: Check connectivity

Confirm that:

• You have a stable internet connection
• You are not in airplane mode or a restricted network
• Location services are enabled (for tracking issues)

Offline mode is supported, but updates will not appear until the device reconnects and syncs.

Step 4: Restart the app

• Fully close the app
• Reopen it with an active internet connection
• Allow the splash screen to complete loading

This triggers a lightweight sync for key resources.

Step 5: Log out and log back in (same user)

If issues persist:

1. Log out of the app
2. Log back in using the same user account
3. Go to Status → Sync

Do not log in with a different user unless instructed—this may erase pending offline data.

Step 6 (Last resort): Reinstall the app

Only do this if none of the steps above work.

• Uninstall EarthRanger Mobile
• Reinstall the app
• Log in with a stable internet connection
• Allow the initial sync to complete

Warning: Reinstalling removes all locally stored offline data.

If you still need Support

When contacting Support, include:

• Your username
• Mobile app version
• Device type and OS version
• A brief description of what you expected vs what happened
• The logs from the Mobile App 
• Confirmation that you completed the steps above
  
   

This helps Support resolve your issue faster.

Platform-Specific Notes (Android vs iOS)

Some behaviors differ by operating system. Review the section below that applies to your device.

Android-specific behavior

• Android may restrict background activity due to battery optimization
• Tracking may continue while the app is closed, but:
  • the mobile map may not redraw points until the app is reopened
• Newer Android versions require explicit permission for:
  • background location
  • unrestricted battery usage

Recommended:

• Set location permission to Allow all the time
• Disable battery optimization for EarthRanger
• Allow background activity

See: Troubleshoot Tracking Behavior in EarthRanger Mobile (link)

iOS-specific behavior

• iOS may pause tracking when the device is stationary
• Tracking may resume only after the device moves ~200 meters
• If background permissions are granted, tracks generally redraw correctly after reopening the app

 Recommended:

• Enable background location access
• Ensure location services are enabled system-wide