Troubleshooting

Solutions to common issues you might encounter while using ToolEquip.

Login Issues

Can't log in

• Verify you're using the correct email address
• Check that Caps Lock is off — passwords are case-sensitive
• Use the "Forgot Password" link to reset your password
• Clear your browser cache and cookies, then try again
• If you're still stuck, contact your account admin to verify your account is active

Account locked

After 5 failed login attempts, your account is temporarily locked for 15 minutes. After 10 failed attempts, the lockout extends to 1 hour. Wait for the lockout period to expire, then try again. If you need immediate access, contact your account admin to reset your password.

QR Code Scanning Issues

QR code won't scan

• Ensure the label is clean and not damaged
• Make sure you have adequate lighting — avoid direct glare
• Hold your phone 6-12 inches from the code
• If the label is on a curved surface, try flattening it slightly
• Check that your camera lens is clean
• Try a different QR code scanning app to isolate the issue

Scan opens wrong tool

This typically happens when a QR code was accidentally duplicated. Go to Tools > Labels > Reassign to generate a new unique label for the tool, and discard the old one.

Data Import Problems

Import fails with errors

• Check that your file is in the correct format (CSV or .xlsx)
• Verify all required columns are present and named correctly
• Ensure date fields are in a recognizable format (YYYY-MM-DD preferred)
• Remove any special characters from numeric fields
• Check for duplicate serial numbers or tool names
• Make sure location names in your import match existing locations in your account

Browser and Performance Issues

ToolEquip runs slowly

• Close unused browser tabs to free up memory
• Clear your browser cache
• Disable browser extensions that might interfere
• Check your internet connection speed
• Try using a different browser (Chrome, Firefox, or Edge recommended)

Pages not loading correctly

• Hard refresh the page (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac)
• Clear your browser cache and cookies
• Disable ad blockers or privacy extensions temporarily
• Try incognito/private browsing mode
• Update your browser to the latest version

Notification Issues

Not receiving email notifications

• Check your spam or junk folder
• Add notifications@tool-equipment-management.com to your address book
• Verify your notification preferences in Settings > Notifications
• Check with your IT team that your email system isn't blocking our emails

Getting More Help

If your issue isn't listed here, visit our Help Center or contact our support team. Include the following information for faster assistance:

• Your account email and company name
• A detailed description of the issue
• Screenshots or screen recordings if applicable
• Browser and device information
• Steps to reproduce the problem