Common problems and how to fix them

An officer shows as offline but they are working

The board shows how long since the app last reported in. If that goes over a few minutes the officer reads as out of contact.

Usually this means no signal, which is normal underground. Their work is still saving and will arrive. If it persists after they are back in coverage, ask them to close and reopen the app.

A checkpoint will not scan

• Check the code is clean, dry and not creased. Laminate anything outdoors.
• Check there is enough light. The camera needs to see it.
• If one specific code never works, reprint it. If every code fails, check the officer allowed camera access to the app.

Items stuck waiting to upload

The count clears on its own once the phone is back in signal. If it does not, close and reopen the app, which retries immediately.

Nothing is lost while it waits, and the recorded times stay correct.

Photographs show as broken in an old report

Report photographs are shown through links that expire after a few minutes for security. A page left open a long time will show broken images. Reload it.

An officer cannot sign in

• Check they are marked active in Admin, then Guards.
• Check they used the invite code you sent rather than trying to create a new account.
• If they have forgotten their password, reset it from Admin.

Still stuck

Email hello@apeironcad.com with the officer's name, the site, and roughly when it happened. Those three things let us find it quickly.