Troubleshooting Guide
Common issues and step-by-step solutions to help you resolve problems quickly and get back to managing your aircraft.
Login & Account Issues
1. Check Your Email and Password
- • Ensure you're using the correct email address
- • Check for typos in your password
- • Make sure Caps Lock is off
- • Try copying and pasting your password to avoid typing errors
2. Reset Your Password
- • Click "Forgot Password" on the login page
- • Enter your email address
- • Check your email (including spam folder) for reset instructions
- • Create a new password following security requirements
3. Clear Browser Cache
- • Clear your browser's cookies and cached data for PilotSync
- • Try logging in using an incognito/private browser window
- • Disable browser extensions that might interfere
Troubleshooting Email Delivery
- Check your spam/junk folder for emails from @pilotsync.com
- Add support@pilotsync.com to your email contacts/safe sender list
- Verify your email address is correct in your account settings
- Check if your email provider is blocking automated emails
- Try using a different email address temporarily
Data & Sync Issues
Quick Fixes
- Refresh your browser page (Ctrl+R or Cmd+R)
- Check your internet connection
- Try logging out and back in
- Clear your browser cache and cookies
- Try accessing PilotSync from a different browser or device
If Data Still Doesn't Update:
- • Note exactly what data is not updating
- • Check if other users in your team see the same issue
- • Record any error messages you see
- • Contact support with specific details
Common Time Entry Problems
"Hobbs time cannot be less than current time"
Cause: Trying to enter a lower time than what's currently recorded
Solution: Enter the current meter reading, not the flight hours. Contact support if the meter was replaced.
"No changes detected" during check-in
Cause: System didn't detect any change in aircraft or appliance times
Solution: Ensure you're updating either aircraft time or at least one appliance time.
Incorrect total time calculations
Cause: May result from incorrect initial setup or manual adjustments
Solution: Review check-in history and contact support for time corrections.
Performance & Loading Issues
Browser-Related Issues
- Close unnecessary browser tabs to free up memory
- Disable browser extensions, especially ad blockers
- Update your browser to the latest version
- Clear browser cache and cookies
- Try a different browser (Chrome, Firefox, Safari, Edge)
Network-Related Issues
- Test your internet speed - PilotSync works best with 5+ Mbps
- Try switching networks (WiFi to mobile data or vice versa)
- Restart your router or modem
- Check if other websites load normally
Recommended Browser Settings
- • Enable JavaScript (required for PilotSync to function)
- • Allow cookies from pilotsync.com
- • Disable strict privacy settings for PilotSync
- • Keep browser updated to latest version
Mobile App Issues
Common Mobile Issues
App crashes or won't open
- • Close and restart the app
- • Restart your phone
- • Update the app through App Store/Google Play
- • Ensure you have enough storage space
Can't log in on mobile
- • Verify you're using the same account credentials as the web version
- • Check your mobile internet connection
- • Try logging in through a mobile browser first
- • Update the mobile app to the latest version
Photos not uploading
- • Check that PilotSync has camera and photo permissions
- • Ensure you have a stable internet connection
- • Try using smaller image sizes
- • Restart the app and try again
Data not syncing between mobile and web
- • Ensure you're logged into the same account on both
- • Check your mobile internet connection
- • Force-close and reopen the mobile app
- • Wait a few minutes and refresh the web browser
Permission & Access Issues
Troubleshooting Steps
- Verify Aircraft Access
Confirm that you have been granted access to the specific aircraft you're trying to view or modify.
- Check Your Role
Some actions require higher permission levels. Contact the aircraft owner or admin if you need elevated access.
- Fleet vs Individual Aircraft
Make sure you're accessing aircraft through the correct platform (main site vs. fleet subdomain).
- Session Issues
Log out completely and log back in. Sometimes permissions need to refresh.
Common Permission Scenarios
Check if you accepted the invitation email. Look for fleet invitations vs. individual aircraft invitations.
You may have read-only access. Contact the aircraft owner to request write permissions.
Feature-Specific Issues
Issue: "No aircraft available for check-in"
- • Verify you have write permissions for at least one aircraft
- • Check if all your aircraft are marked as grounded
- • Ensure you're in the correct fleet (if using fleet features)
Issue: Can't update appliance times
- • Verify appliances are properly configured for the aircraft
- • Check that new times are greater than current times
- • Ensure appliance is not marked as inactive
Photos or documents won't upload
- • Check file size - maximum 10MB per file
- • Verify file format is supported (JPEG, PNG, PDF)
- • Ensure stable internet connection
- • Try uploading one file at a time
- • Use mobile app as alternative upload method
Upload progress stuck or fails
- • Wait a moment and try again - servers may be temporarily busy
- • Check your internet speed and stability
- • Try uploading from a different network or device
- • Compress large images before uploading
Browser Compatibility
Recommended Browsers
- • Chrome - Version 90+ (best performance)
- • Firefox - Version 88+
- • Safari - Version 14+ (macOS/iOS)
- • Edge - Version 90+
Unsupported Browsers
- • Internet Explorer (any version)
- • Chrome versions below 90
- • Very old mobile browsers
- • Browsers with JavaScript disabled
When to Contact Support
Contact Support If:
- • You've tried the troubleshooting steps above without success
- • You see persistent error messages
- • Data appears to be missing or incorrect
- • You need help with complex setup or migration
- • You suspect a bug or technical issue with the platform
When Contacting Support, Include:
- • Detailed description of what you were trying to do
- • Exact error messages (screenshots help)
- • Your browser version and operating system
- • Steps you've already tried
- • When the issue first started occurring
Our support team typically responds within 24 hours