Lighthouse Mobile FAQ

When you see it

• On first log in
• Application ID has been entered incorrectly

How to resolve it

• Double check the entered application ID for any extra characters, spaces or a capital letter
• To verify your application ID, contact TEAM Client Services by phone at 800-500-4499 or by email at supportstaff@teamsoftware.com.

Note:  Your application ID is different than your User Name.

When you see it

• User name has been entered correctly, but the password is incorrect
• Often caused by an extra or missing character, or a capital letter

How to resolve it

• Tap the Eye icon to reveal the password
• Re-enter the password carefully, making sure there is no spaces or extra characters

When you see it

• User name has been entered incorrectly
• Often caused by an extra or missing character or a capital letter

How to resolve it

• Go back to the user name page using the Back button in the top left of screen
• Re-enter your user name carefully, making sure there are no spaces or capital letters

We recommend all mobile users log out of the app at the end of each shift. Logging out ensures:

Accurate location tracking

If you are using an iOS or Android device, the operating systems may turn off the GPS tracking in the background, even when you have granted location permission to the Lighthouse app. Devices do this to conserve battery and protect user privacy from apps that are constantly tracking their location (usually after about 24 hours of continuous tracking). Every time you log in to the Lighthouse app, the app will request permission again and reboot the location tracking. Because there is no way of knowing that Location Services/GPS tracking has paused in the background, logging out and back in is the best way to ensure it is functioning properly.

One of the most common issues to indicate that users have had their Location Services/GPS tracking paused is when there is a long shift time (such as 10 days) but GPS events only on the first day of that shift.

All data is properly synced

If you have a poor data connection, forms and location data continues to be collected and stored in the app. During the log out process, we run an extra check to make sure all of that data gets sent to Lighthouse. See Offline Mode for more information.

The application runs smoothly

Similar to rebooting your computer or phone, logging out refreshes everything and helps it run smoothly. We also recommend restarting your device occasionally as well to help improve performance.

Accurate shift reporting

The accuracy of shift report data relies on users logging in when they arrive on a job site and logging out when they are finished. Even if you don't actively use this report, the log in/out data is useful for seeing who may/may not be at a particular job site.

The default language set in Lighthouse Mobile is English (US). When you sign into the app you can change the language to French (Canadian) or Spanish (Latin American) by taping the English button and selecting the appropriate option. Also, once you are signed in you can change the language from the options menu.

When you sign into Lighthouse Mobile, it begins tracking location in the background via GPS and/or Bluetooth Beacons. QR codes and NFC are active tracking meaning the location event is based on you physically scanning the signal in the mobile app. As soon as you log out of Lighthouse, all location tracking stops.

If a user is not logged in, no location data is tracked.

Signal scans follow the flow in the diagram below to determine the type of position to record.

Mobile signal logging

For mobile forms, the user can edit the location assigned to the form if they have the proper application permissions and location permissions. With overlapping geofence activity, (forms, shifts, and GPS events) the user is assigned to the location which has the nearest center point to their proximity. When an employee completes a form using the mobile app, they need to review which location has been automatically assigned on the form and they may need to change the location for accuracy.

Example:  If three locations overlap one another (location A/B/C) but the user only has location permissions for location A, then their activity will always be assigned to location A.

The user is assigned to the location which has the nearest center point to their proximity. When an employee completes a form using the mobile app, they need to review which location has been automatically assigned on the form and they may need to change the location for accuracy.

Also, with overlapping geofences, if a user only has location permission for certain locations, then the user's activity is only assigned to the locations they have permission to.

Messages are only visible to users included in the message group, regardless of permission level. Admins user are not able to view private 1:1 messages.

Yes. A new user is able to see the full history of the message thread.

No. If a user is removed from an active message thread, the message group will no longer appear and they cannot access history.

Currently, History only displays the following information:

• Shifts started/finished
• Exceptions (open and closed)
• Tasks, Issues, and Audits submitted and updated

The history feed does not include a running list of all completed scans. Therefore, if you have completed a regular scan within a normal scheduled work time interval and no exception has been raised, you will not see the scan register in History.

When you enter the geofence of a new location, come in contact with a Bluetooth beacon or scan a QR code/NFC tag, your History feed in Lighthouse Mobile updates to display activity at your current location. If this isn't working correctly, there may be a few reasons:

Location Services is turned off

To know your location, Lighthouse Mobile must have permission to use your device's location services. Even if you enabled these permissions when you first downloaded the app, you may need to provide permissions to location services again, using the instructions for your device and operating system.

Bluetooth is turned off

If it is a Bluetooth Beacon that is not showing location, Bluetooth may have been turned off on your device. This can happen when your device's battery is low, or you may have turned it off manually. If Bluetooth is turned off when you sign into the app, Lighthouse prompts you to turn it back on. Go to your device's settings, find Bluetooth and make sure it is enabled.

Lighthouse Mobile or you device needs rebooted

Try logging out of Lighthouse Mobile and restarting your phone.

The amount of data Lighthouse Mobile uses depends heavily on the amount of time spent in the app and they type of functions being performed (submitting tasks, messages, photos, etc.). However, the typical amount of data used is less than 500MB per month. You can check specific app data usage following the instructions for your specific android or iOS device.

No. The only information Lighthouse uses is the data stored in the application. Lighthouse may access your camera to submit photos, but images must be uploaded to the app.

We are committed to protecting your privacy. We will not request unnecessary personal details through our mobile app.

When you see it

• The application is not receiving an active data connection either because the user is out of cellular range or the app does not have permission to use cellular data. See Offline Mode for more information.

How to resolve it

• Move to a location within service range
• Go to device settings and check that the Lighthouse app has permission to access cellular data
• Try restarting the device

This message indicates that the app has not been online long enough to download any new forms, message groups, etc.

Use this link to view the offline topic.