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Lynn918
Level 3

TSheets attachments suddenly not showing on admins page

One of our employees takes photos of all of his job notes and attaches them to TSheets.  It was working fine until 2 weeks ago when I, as administrator, can no longer see any attachments.  The attachments show on his app but not on my desktop anymore.

5 Comments 5
MonicaM3
Moderator

TSheets attachments suddenly not showing on admins page

Good Afternoon @Lynn918,

 

Thanks for reaching out to the Community. Can I ask a couple of questions for clarification?

  • Have there been any changes to your setup, such as your employee getting a new device, or the admin using a different browser, etc?
  • If possible, can you snap and share a screenshot of both the employee's view with the attachment and your admin view with the attachment missing?

This article shows three ways to view attachments, can you confirm that you can’t see them in any way?

Add and view attachments for timesheets in TSheets

 

Additionally, let me provide you with the steps to send a problem report. This should be done from the employee’s device.

  • Open TSheets mobile app
  • Select More in the bottom navigation
  • Select Settings
  • Select Help & Support
  • Select Report a Problem
  • Select Other
  • Add a description describing the issue in as much detail as possible. Screenshots can be added if desired.
  • Tap Send Report

An agent will receive the report and reach out as soon as possible to assist in troubleshooting.

 

I'll keep an eye out for your screenshots, let me know how it goes. Happy to help in any way!

Lynn918
Level 3

TSheets attachments suddenly not showing on admins page

Hi Monica,

Our employee did not get a new device so that's ruled out.

I tried to attach a screenshot to the original post unsuccessfully (said file ext. was not accepted).  I'll try again here.  You can see the attachment next to his work days but I cannot see them as admin.  This only became a problem about 2 weeks ago.  I'm also suddenly having a problem uploading approved hours to QBO as well.  Something's definitely not right.TSheets Attachments.jpeg

Jessica_young
Moderator

TSheets attachments suddenly not showing on admins page

Good morning, @Lynn918.

Let's try a bit more troubleshooting so we can get this straightened out for you! 

 

  1. Have your employee log out of the app, then back in.  Often times, this will force a sync. Tap your profile, then tap Sign Out.
  2. We'll also want to try forcing a sync within the app. On your mobile device, in the upper left, tap the profile icon.  In the bottom right, click the arrows to force a sync.
  3. If that doesn't work, uninstall and reinstall the TSheets mobile app:
  • Note: Before uninstalling and reinstalling the app, make sure any timesheet data store in your mobile device has been able to sync with the web app, otherwise that timesheet data will be lost. Your employee can take screenshots of timesheets to replicate the time later if needed.

I'd love to hear how this goes.  If you're still not seeing these timesheets, you'll want to send in the problem report my colleague, @MonicaM3 outlined above. Take care!

Lynn918
Level 3

TSheets attachments suddenly not showing on admins page

This did not rectify the problem.  I call TSheets support and have to follow up with them again next week.

Jessica_young
Moderator

TSheets attachments suddenly not showing on admins page

That sounds good, @Lynn918

By sending in a problem report from your employee's phone, they'll be able to see specifically what is going on on the back end. 

 

Please let me know if I can help with anything else within TSheets, Have a fantastic weekend!

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