Troubleshooting Guide - General Help
Troubleshooting Guide
This troubleshooting guide is organized by device. If you can't find a solution to your problem in this guide, try sending in a support ticket through the Help Portal or email us at support@nexgenam.com.
NEXGEN Web App
Issue | Probable Cause | Solutions |
| I can't log into NEXGEN. | Wrong site URL Username or password is incorrect | Double check that your URL, username, and password are entered correctly. |
I'm using filters in grid view, but no records show up that match my search. | Incorrect spelling of search term Hierarchy tree filter is on Other filters are on | Check that your search term is spelled correctly and that your filters are correct. Also check that you are not accidentally filtering via the hierarchy tree (e.g., ensure the top level is selected and not a specific asset class, etc.) To clear all filters, click Reset in the left sidebar. |
| The website keeps buffering. | Various causes | Refresh the page or clear your browser cache. If this does not work, please submit a support ticket through the Help Portal or email support@nexgenam.com. |
| When I look at the SR or WO map, I see an SR or WO marked in the middle of the ocean. | Invalid address entered into record | Ensure that the address you have entered on the record is correct. |
The GIS is taking a while to load. | Excessive assets being loaded onto map Various causes | The GIS will take a while to display if you have too many assets being loaded onto the map. Try toggling off any GIS layers you are not using to reduce load times. You can also try refreshing your browser if the issue is not the number of layers you've selected. |
| I am not seeing the correct numbers of work orders or service requests on the dashboard or in modules. | Department filter is active Other filters are active | Ensure that the Department filter at the top of the site is clear. If it is and you are in list or grid view of a module, clear any active filters by clicking Reset in the left sidebar. |
I can't see a specific feature, button, or module. | Permissions issue | You might not have access to specific features, buttons, or modules if your role does not call for it or if your System Administrator has not granted you certain permissions. To resolve this, contact your System Administrator. |
I'm suddenly facing an issue in the NEXGEN web app. | Cache issues Cookie issues | Clear your cookies and cache, then try to access your NEXGEN site again. If the issue is not resolved, reach out to us at support@nexgenam.com. |
NEXGEN for iPad
| Issue | Probable Cause | Solutions |
I can't log in. | Incorrect username and/or password Misspelled URL in Settings SSL slider is not turned on | Go to Settings and verify that your site URL is correct and the SSL slider is turned on. Then verify that you have entered the correct login information. |
| The app is not displaying correctly. | Dark Mode is toggled on on iPad | NEXGEN for iPad does not currently support Dark Mode on the iPad. To fix the NEXGEN display, go to your iPad's settings and turn off Dark Mode. |
| It is taking a long time to enter Offline Mode. | Large amount of data to cache Data has not been cached in advance | The larger the amount of data that needs to be taken offline, the longer it will take to access Offline Mode. To bypass this, if you are using NEXGEN v.13.0 or later, you can cache data in advance to make the process much faster. For instructions, see this article on caching data. You can also schedule data to be cached in advance. |
I typed up a comment, but it did not publish. | Did not tap the Comment button after typing up the message | Make sure you tap the Comment button after typing up your comment to submit. You will know that your comment has been published because it will appear in the Comment section tagged with your username and a timestamp. |
| I tagged a user in a comment, but they did not get a notification. | Did not select user's name from the list User did not enable/consent to receiving the applicable notification | Make sure that you select the user in the list that pops up after typing @. Typing out the person's full username and then publishing is not sufficient; you must ensure their name has been selected from the list. If this is not the issue, the user you are tagging might have opted out of the specific notification you are sending (e.g., they have chosen not to receive "Tagged in a comment" notifications). |
I can only see a few SRs and WOs on my dashboard. | Unlike the web app, NEXGEN mobile only displays SRs and WOs assigned to you on your dashboard by default | Use filters and searches to find SRs and WOs that are not assigned to you. |
I don't see any SRs, WOs, or assets in the Service Request, Work Order, or Asset Inventory modules. | Unlike the web app, NEXGEN mobile does not display all SRs, WOs, and assets by default. | Use filters and searches to find SRs, WOs, and assets on NEXGEN mobile. |
| When logging in, I get a GIS asset layer error and the GIS module is grayed out. | GIS error in back end Various causes | Reach out to support@nexgenam.com. |
I can't see any assets when I go to the GIS. | Layers are not on Screen is not zoomed in enough | Check to see that the layers for your chosen assets are toggled on by tapping the paper stack icon. If layers are checked off and saved, try zooming in on the map. Some assets will not appear if your screen is not zoomed in enough. |
I'm getting a generic error message. | Various causes | Try to restart the app. You can also delete and redownload the app from the App Store. If either of these options do not work, submit a ticket through the Help Portal or email support@nexgenam.com. |
NEXGEN for iPhone
Issue | Probable Cause | Solutions |
| Offline Mode is loading continuously. | Large amount of data to cache | Caching data takes a while, especially if you have a lot of data on your site. Wait for Offline Mode to load, or reload the app and try to enter Offline Mode again. |
I am unable to log in. | Incorrect login info New app update available SSL slider is not turned on | Check that your login information is correct and that the SSL slider is on. If a new update is available, delete and redownload the NEXGEN Mobile application from the App Store. |
The Login button is missing on the log in screen. | New app update available App maintenance is occurring | If a new update is available, you will have to delete and redownload the NEXGEN Mobile app from the App Store. If this does not fix the issue, there might be app maintenance occurring. Wait for a fix or contact us for more help. |
I'm not receiving text notifications from NEXGEN. | Certain SMS notifications are disabled for your user MMS Messaging and Group Messaging are turned off in your iPhone's settings | On the NEXGEN web app, view your notifications to see if your SMS notifications are turned on. Also ensure that MMS Messaging and Group Messaging are toggled on in your iPhone's settings (see below). |
NEXGEN for Android Phone
Issue | Probable Cause | Solutions |
I can't log in. | Incorrect username and/or password SSL slider is turned off Site URL is entered incorrectly in Settings New update available | Ensure the site URL in Settings is correct and the SSL slider is turned on. Verify that your username and password are correct. If a new update is available, delete and redownload the NEXGEN Mobile application from the Google Play Store. |
I can't view Items, Checklist, and other information when I open a WO. | By design; certain fields are only visible if you are in Edit mode | Tap the + sign to view additional information. |
NEXGEN for Android Tablet
| Issue | Probable Cause | Solutions |
I can't log in. | Incorrect username and/or password SSL slider is turned off Site URL is entered incorrectly in Settings New update available | Ensure the site URL in Settings is correct and the SSL slider is turned on. Verify that your username and password are correct. If a new update is available, delete and redownload the NEXGEN Mobile application from the Google Play Store. |
Text is not displaying correctly; text overlaps over each other | Known app UI issue | We are aware of this issue and a fix is under development. We will update all users once this is released. |
I can't see certain GIS layers. | Top level GIS layer is not selected | Ensure the top level GIS layer is selected (e.g., if you are trying to see park benches within the Parks & Forestry GIS layer, ensure you have the Park Benches AND Parks & Forestry layers toggled on). |
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