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Troubleshooting

Find solutions to common issues or get help from our support team.

Quick Diagnostics​

Check System Status​

Before troubleshooting, check if there's a known outage:

🔗 status.olympuscloud.ai - Real-time system status

StatusMeaning
🟢 OperationalAll systems working normally
🟡 DegradedSome features may be slow
🔴 OutageService disruption in progress

Common Issues​

Login Problems​

"Invalid email or password"​

  1. Verify email - Check for typos
  2. Check CAPS LOCK - Passwords are case-sensitive
  3. Try "Forgot Password" - Reset your password
  4. Clear browser cache - Remove old session data

"Account locked"​

Automatic Unlock

Locked accounts automatically unlock after 15 minutes. If you need immediate access, contact your administrator to manually unlock your account.

After 5 failed login attempts, accounts are temporarily locked.

  • Wait 15 minutes and try again, or
  • Contact your administrator to unlock immediately

"Session expired"​

Your session expires after 24 hours of inactivity.

  1. Refresh the page
  2. Log in again
  3. Enable "Remember me" to stay logged in longer

Mobile App Issues​

App won't open​

iOS:

  1. Force close the app (swipe up)
  2. Restart your iPhone
  3. Check for app updates in App Store
  4. Delete and reinstall if needed

Android:

  1. Force stop the app (Settings > Apps)
  2. Clear app cache (Settings > Apps > Olympus Cloud > Clear Cache)
  3. Check for updates in Play Store
  4. Reinstall if needed

Push notifications not working​

  1. Check device settings:
    • iOS: Settings > Notifications > Olympus Cloud > Allow Notifications
    • Android: Settings > Apps > Olympus Cloud > Notifications > Enable
  2. Check in-app settings:
    • Profile > Settings > Notifications
  3. Check Do Not Disturb is off
  4. Log out and log back in to refresh push token

GPS/Location not working​

  1. Enable location services:
    • iOS: Settings > Privacy > Location Services > Olympus Cloud > "While Using"
    • Android: Settings > Apps > Olympus Cloud > Permissions > Location > "Allow"
  2. Check GPS signal - Move away from buildings/underground
  3. Restart phone to reset GPS
  4. Verify work location is set correctly with your manager

Time Clock Issues​

"Unable to clock in - location not verified"​

Your GPS location must match an approved work site.

  1. Ensure location is enabled (see GPS troubleshooting above)
  2. Wait for GPS accuracy - Sometimes takes 30 seconds
  3. Move closer to work location center
  4. Contact manager if you're at a new/temporary location

"No scheduled shift"​

You can only clock in during scheduled shifts (unless your manager enables open clock-in).

  1. Check your schedule for today's shift
  2. Verify the shift time hasn't been changed
  3. Contact your manager if you believe there's an error

Missed clock in/out​

  1. Go to Time Clock > My Hours
  2. Find the day with the missing punch
  3. Tap Report Issue
  4. Describe what happened
  5. Your manager will add the missing punch

Schedule Issues​

Schedule not showing​

  1. Refresh the page/app
  2. Check date range - Make sure you're viewing the correct week
  3. Pull down to refresh (mobile app)
  4. Check with manager - Schedule may not be published yet

Schedule changed without notification​

  1. Check notification settings - Ensure schedule change alerts are enabled
  2. Check email spam folder for notification emails
  3. Report to manager - They can resend notifications

Time off request stuck on "Pending"​

  1. Check with your manager - They may not have seen it
  2. Verify you submitted correctly - Check "My Requests" for status
  3. Cancel and resubmit if needed

Team Chat Issues​

Messages not sending​

  1. Check internet connection
  2. Wait and retry - Messages queue when offline
  3. Restart the app
  4. Check if you've been removed from the conversation

Not receiving messages​

  1. Check notification settings
  2. Verify you're in the conversation
  3. Check Quiet Hours settings
  4. Pull to refresh the conversation

Browser Issues​

Page not loading correctly​

  1. Hard refresh:
    • Windows/Linux: Ctrl + Shift + R
    • Mac: Cmd + Shift + R
  2. Clear cache:
    • Chrome: Settings > Privacy > Clear browsing data
    • Firefox: Settings > Privacy > Clear Data
    • Safari: Develop > Empty Caches
  3. Try incognito/private mode
  4. Try a different browser

Supported Browsers​

BrowserMinimum Version
Chrome90+
Firefox88+
Safari14+
Edge90+
Internet Explorer

Internet Explorer is not supported. Please use a modern browser.

Before Contacting Support​

Try these steps first:

StepWhat It Fixes
Refresh the pageTemporary glitches
Clear browser cacheOld/corrupted data
Try different browserBrowser-specific issues
Update mobile appKnown bugs already fixed
Restart deviceMemory/connection issues
Check internet connectionNetwork problems

Contacting Support​

Support Channels​

ChannelBest ForHoursResponse
In-App ChatQuick questions24/7< 5 min
EmailDetailed issues24/7< 24 hrs
PhoneUrgent/complexMon-Fri 6am-9pm PTImmediate

What to Include​

Help us help you faster by providing:

1. Account email
2. Device type (iPhone, Android, PC, Mac)
3. Browser/App version
4. Description of the issue
5. Steps to reproduce
6. Screenshots (if applicable)
7. Error messages (exact text)

Priority Levels​

PriorityExamplesResponse
CriticalCan't clock in/out, payroll affected< 1 hour
HighFeature completely broken< 4 hours
MediumFeature partially working< 24 hours
LowQuestions, minor issues< 48 hours

Training Resources​

Self-Help​

Live Training​

  • Weekly Webinars - Every Wednesday 2pm PT
  • New User Orientation - Monthly (contact your admin)
  • Custom Training - Available for enterprise customers

Feature-Specific Guides​

For detailed troubleshooting by feature:

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