This article covers the most commonly reported issues across COINS mobile apps including mCDR, mCare and ESS, and the steps to resolve them. If you are experiencing issues specifically after upgrading to v12.05, see Resolve common issues after upgrading to COINS ERP+ v12.05.
đNote: Before troubleshooting, confirm the device is running a supported version of the app. For v12.05 environments, Mobile Tech iOS version 2.14.0 or later is required. Non-hosted environments also require M1x v4.5.0.0. Ask your administrator to confirm version requirements for your environment.
Error: 'No technician record found' on login
This error appears when the app cannot find a corresponding technician record for the user logging in. It is most commonly caused by the technician's data not having been published to the M1x middleware that the mobile apps connect to.
Check the technician record in COINS ERP+
Log in to COINS ERP+ with administrator credentials.
Navigate to the relevant module for the app being used (for example, Service Management for mCDR).
Locate the technician record for the affected user and confirm it exists and is active.
If the record is inactive or missing, activate it or create it before proceeding.
Republish technician data via ESB
If the technician record exists and is active but the error persists, the data may not have been published to the middleware. Republishing via ESB resolves this.
Go to System, then Enterprise Service Bus, then Global ESB Process Publish.
Locate the process that publishes technician data for the relevant app. If you are unsure which process to select, contact your system administrator or raise a support ticket.
Select the process and tap Resend to republish the technician data.
Ask the technician to log out of the app completely, then log back in.
đNote: The specific ESB process name for technician data depends on your app configuration. A system administrator familiar with your ESB setup will be able to identify the correct process to resend.
Cannot log in â password or credential error
If a technician cannot log in due to an incorrect password or a locked account, an administrator can reset their credentials in COINS ERP+.
Log in to COINS ERP+ with administrator credentials.
Go to System, then User Maintenance, then User Workbench.
Search for the affected user.
Select the user account and click the arrow beside Set User Password to set a new password.
Check whether the account is locked due to multiple failed login attempts. If the Account Locked checkbox is ticked, click Open and untick it.
Communicate the new password to the technician securely.
Ask the technician to log in to the app using their existing username and the new password.
For full steps including screenshots, see Resetting Mobile Tech User Login Credentials in ERP+.
Cannot log in when using Microsoft single sign-on
If your environment is configured for Microsoft SSO, technicians can tap Sign in with Microsoft on the login screen. This method continues to work even if the technician's COINS Construction Cloud password has expired.
If this is the first time signing in with Microsoft, the technician will receive a confirmation email â they must click the link in the email to link their accounts before they can proceed.
Pending submissions not syncing
If the app is showing pending submissions that are not sending, this is most commonly caused by a connection issue. The app buffers submissions on the device and sends them automatically once a stable connection is re-established.
Check the device's network connection â confirm the device has a stable mobile data or Wi-Fi connection.
Open the app menu and go to Info. The Pending Sub. field shows the number of submissions waiting to be sent.
If a connection is available and submissions remain pending, swipe down on the Visit List screen to trigger a manual refresh. The reload icon will appear and rotate while the app fetches updates from COINS ERP+.
If submissions remain stuck after a stable connection is confirmed and a manual refresh has been attempted, log out of the app and log back in.
â ď¸Important: Do not delete and re-enter submissions that are pending. If a submission is duplicated and both copies sync, it may create duplicate records in COINS ERP+. Wait for the original to send before taking any further action.
App crashes or freezes
If the app crashes on launch or freezes during use, work through the following steps.
Force-close the app on the device and relaunch it.
Confirm the app is running the latest available version for your environment. Go to the device's app store and check for pending updates.
If the issue occurs immediately after an app update, check whether the new version is compatible with your COINS ERP+ environment version. Contact your administrator to confirm compatibility.
Restart the device and relaunch the app.
If the app continues to crash, clear the app cache. On most devices this can be done via Settings, then Apps, then the app name, then Clear cache. Note that clearing the cache will not delete submitted data but will remove locally stored configuration.
After clearing the cache, launch the app and re-enter the Master Host and Domain settings from the login settings screen before logging in.
đNote: Master Host and Domain settings are provided by your device administrator or the COINS Mobile team. If you do not have these details, contact your system administrator before clearing the app cache.
Visits not visible after upgrading to v12.05
If technicians cannot see visits or submit jobs following an upgrade to COINS ERP+ v12.05, this is caused by a missing Agreement Security configuration that must be applied post-upgrade. See Resolve common issues after upgrading to COINS ERP+ v12.05 for the full steps.
Raise a support ticket
Raise a support ticket if:
A 'no technician record' error persists after confirming the record is active and republishing via ESB.
A login issue cannot be resolved by resetting credentials or unlocking the account.
Pending submissions remain unsent after a stable connection has been confirmed and a manual refresh attempted.
The app crashes consistently after a force-close, device restart and cache clear.
Include the app name and version, the device model and operating system version, the username affected, the exact error message displayed and a description of the steps already completed.