Issue: Unable to log into the LogCheck mobile app with various error messages
Common Error Messages
You may encounter one or more of the following errors when attempting to sign in:
- "Sign In Failure"
- "Download Error"
- "Bad Gateway"
- "Server not Connecting"
Initial Troubleshooting Steps
Before proceeding to specific solutions, please verify the following:
1. Confirm your credentials are correct
- Ensure both your username and password are entered accurately
- Remember that passwords are case sensitive
- If you've forgotten your password, tap "Reset Password" or visit www.logcheckapp.com/password/forgot to receive a password reset email
- If you forgot your username, please check with the LogCheck Admin at your site or email us at logchecksupport@buildingengines.com
2. Check your internet connection
- LogCheck requires an active internet connection (cellular or WiFi) to sign in
- Test your connection by opening a web browser (Safari or Chrome) and navigating to www.logcheckapp.com
- If the webpage doesn't load, there may be an issue with your connection or your IT department may be blocking certain websites
- Try moving to an area with better reception or contact your site's IT department
Resolving Download Limit Errors
If you've verified your credentials and internet connection but still see "Download Error," "Bad Gateway," or "Server not Connecting" messages, the issue is likely related to your logbook's download limit settings.
What causes this issue?
This error occurs when your logbook is configured to pull too much historical data at once. When the app attempts to download an excessive amount of information during login, it can overwhelm your device's performance and prevent successful authentication.
Important: Adjusting these settings does not delete any of your data. It only limits what is displayed on your mobile app. All historical data remains fully accessible through the desktop or web version of LogCheck.
Step-by-step instructions:
Step 1: Log into LogCheck via your desktop or web browser (not the mobile app).
Step 2: Navigate to your logbook and click the "Edit" button next to your logbook title. This will open your logbook settings page.
Step 3: Locate the "Limit Download" section in your settings.
Step 4: Adjust the date range to a shorter time frame. We recommend selecting either "Past Two Weeks Only" or "Past Month Only" to ensure optimal mobile performance.
Step 5: Click "Save Changes" to apply your updated settings.
Step 6: Return to your mobile app and attempt to log in again. The error should now be resolved.
Still experiencing issues?
If you've followed these steps and continue to encounter login problems, please contact LogCheck support for additional assistance. An agent will assist you directly to help ensure you have seamless access to your logbook data.