Troubleshooting common problems

This article covers the most common issues guards encounter with TacDesk and how to resolve them before escalating to your manager.

GPS not working / Clock In button is greyed out

TacDesk needs your location to verify clock-in. If the button is greyed out or GPS is unavailable:

1. Check location permission. On iPhone: Settings → TacDesk → Location → Always. On Android: Settings → Apps → TacDesk → Permissions → Location → Allow all the time. The permission must be Always — "While Using" disables background tracking and patrol mode, and will not work.
2. Move outdoors. Basements and thick-walled buildings block GPS signal. Step outside, wait 30 seconds, then try again.
3. Restart the app. Force-close TacDesk and reopen — this refreshes the location service.
4. Restart your phone. A full reboot resolves most persistent GPS failures.

“Background location required” when I try to clock in or start a patrol

Clocking in and starting a patrol require background location (“Always” on iPhone, “Allow all the time” on Android) so your GPS keeps reporting once your screen locks. If you are blocked with a message asking you to enable it:

1. Tap Open Settings in the prompt.
2. On iPhone: tap Location and choose Always. On Android: tap Permissions → Location and choose Allow all the time.
3. Return to TacDesk and tap Clock In (or Start Patrol) again — it will now proceed.

If “Always” / “Allow all the time” is not offered yet, first allow location when the app prompts you — this registers TacDesk in your phone’s Location settings — then set it to Always.

Login fails

• Check you are online. Look at the connection indicator dot in the app. If it shows offline, the problem is your network, not your credentials.
• Try the website. If the app will not log you in, open TacDesk in a browser. If the website works, reinstall the app.
• Check Caps Lock. Confirm you are using the username or email address your manager set up for you.
• Reset your password. Use the Forgotten password link on the login screen. Check your spam folder if the email does not arrive within a few minutes.
• Account not active. If you see "Account not active" or a similar message, contact your manager — this is controlled from their end.

Push notifications not arriving

1. Check notification permission. On iPhone: Settings → TacDesk → Notifications → Allow Notifications. On Android: Settings → Apps → TacDesk → Notifications → On.
2. Check Do Not Disturb. Focus modes on iPhone and DND on Android can silence TacDesk alerts. Review your Focus settings if notifications stop at certain times of day.
3. Sign out and back in. This refreshes your push token with the server. Go to Profile → Sign out, log back in, and check if notifications arrive.
4. Check for app updates. Open the App Store or Google Play and update TacDesk. Older versions can lose push compatibility after server changes.

App is slow or keeps crashing

• Force-close and reopen. On iPhone: swipe up from the bottom and flick TacDesk away. On Android: tap the recent-apps button and swipe TacDesk off. Reopen the app.
• Reboot your phone. A full restart clears temporary memory issues.
• Update the app. Check the App Store (iPhone) or Google Play (Android) for a newer version.

Reports will not submit

• Check your internet connection. Reports require a live connection to submit.
• Do not close the form — TacDesk saves your work locally as you type, so it will not be lost.
• When your connection returns, retry the submission from the Reports tab.
• If submission still fails after reconnecting, take a screenshot of any error message and send it to your manager.

Tabs missing from the navigation

Some tabs — such as BOLOs, Messages, Rota, and Performance — are only available if your company has subscribed to those features. Others depend on your role: for example, the Occurrence Book tab only appears when you are clocked in. If a tab you expect to see is missing, ask your manager to confirm whether that feature is enabled for your team and role.

A feature is greyed out or locked

This usually means the feature is not included in your company's plan, or your role does not have access. Ask your manager to confirm.

Stuck on a loading screen / page will not refresh

Go to the Settings tab → Clear cache → try again. If that does not help, sign out and back in. On the app, you can also force-close and reopen.

Connection dot shows offline but I think I am online

Open another app (a browser or email) to confirm you have a working signal. If other apps work but TacDesk shows offline, the TacDesk server may be temporarily unreachable — wait 30 seconds and try again. If it persists, contact your manager by phone or SMS, as in-app messages will not send while offline.

Where to escalate

If none of the above resolves your problem, contact your manager via the Messages tab or call them directly. Include: what you were trying to do, the exact error message (if any), your phone model, and your app version (visible in Profile → About). Your company's support contact may also be listed in the SOPs tab.