Pro common problems and how to fix them

Problems specific to KOLOGY Software Pro. For map, activation, import, backup and offline maps, also see “Common problems and how to fix them” (applies to Lite and Pro).

1. “Incorrect email or password. After five attempts, access pauses for 15 minutes.”

Cause: repeated wrong password. What to do: wait 15 minutes or use Forgot password. Check Caps Lock.

2. The recovery or first-access link does not work

Cause: the link is valid for 1 hour and one use. What to do: ask for a new one (Forgot password; for drivers, the administrator uses Renew first access).

3. The invitation or recovery email does not arrive

Cause: mail server not set up, wrong SMTP details, or the message is in spam. What to do: check Team → Email and reminders and Enable email reminders; ask the person to check spam. Meanwhile, use Copy link and send it another way.

4. The driver signs in and sees “No assigned deliveries”

Cause: their route code has no deliveries in the batch, or the deliveries are directly assigned to another driver. What to do: check the Route code in Team and the deliveries' Assignment section. Use View as driver to check.

5. “Account without a linked driver”

Cause: an account with the Driver role is not linked to a driver record. What to do: in System users, edit the account and choose the Linked driver.

6. The driver's location does not show on the map

Cause: the driver did not turn on Share location, or the browser blocked permission. What to do: ask them to turn it on and allow location in the phone browser settings.

7. The Sync indicator shows “offline”

Cause: no internet, or a firewall/proxy block. What to do: keep working; the queue is sent on reconnect. If the internet works and the warning stays, ask IT to allow the program.

8. Driver completions or photos do not reach the office

Cause: the driver's phone has no signal, or sync is pending. What to do: wait for both sides to reconnect and check the Sync indicator.

9. The customer says the invitation is invalid

Cause: it expired, reached its usage limit, or the system's public URL is not set. What to do: create a new link in Customers and check the Public URL under Team → Email and reminders.

10. A delivery did not change in the automatic distribution

Cause: it already had a driver or a direct assignment. What to do: this is expected. To change it, use Manual assignment in the Schedule or the delivery's Assignment section.

11. “Could not restart automatically” when updating

Cause: the Windows part of the program could not restart by itself. What to do: use the full installer shown below the message and install over the top; database, photos, backups and preferences are kept.

12. An operator cannot create accounts

Cause: creating and editing accounts and enabling driver access are administrator-only. What to do: ask an administrator or review the account's role.