Whether you're just getting started or looking to optimize your field workflows, these FAQs cover the most common questions. For anything not listed, reach out to your Irth contact or visit our Mobile App Knowledge Base.
Getting Started
Q: How do I download and log in to the Irth Mobile App?
A: Download the app from the Apple App Store or Google Play. For step-by-step instructions and system requirements, see our Downloading and Logging In to the Irth Utilisphere Mobile App guide.
Q: Does the new app support Single Sign-On (SSO)?
A: Yes! SSO is supported for easier, secure access. Token expiration is based on your organization’s settings. Check out the Downloading and Logging In to the Irth Utilisphere Mobile App for details.
Q: What if my company has firewall restrictions?
A: Whitelist IP address: 64.128.112.130 to ensure access and perdormance.
Q: How do I create or reset a user account?
A: Admins create accounts through UtiliSphere and assign mobile profiles. Users can reset their passwords from the app's login screen.
Q: Who is the app designed for?
A: The mobile app is purpose-built for utility locators to efficiently manage field operations.
Using the App
Q: Do I need to log out of the app when not in use?
A: No. Unless your org uses SSO, you’ll stay logged in unless permissions change. If you need to log out, tap the Settings and press Log Out ([➞)
Q: Can I access both the old and new apps during the transition?
A: Yes, both apps are supported with documentation. We'll notify you before any changes.
Q: Can I access my account from a web browser while I’m logged into the app or other devices?
A: Yes, the Irth platform allows you to work in multiple apps and user interfaces simultaneously.
Q: Is there a cost to use the app?
A: No—both new and classic apps are included in every subscription.
Q: How can I share feedback or ask for help?
A: Use the Feedback Forum in the Support Portal or go to the app’s Help Center under Settings.
Q: Are there any security measures to protect my data and privacy?
A: Yes, details can be reviewed in our app’s Privacy Policy; which is also available in the app stores.
Q: Does the iPad app work in portrait mode?
A: Not yet—it currently runs in landscape mode. Portrait mode is in the works.
Q: Will the future chat feature support communication between excavators and locators?
A: Yes—chat will enable both internal and excavator-locator communication linked to tickets.
Q: Will training be sent to our field teams?
A: We do distribute newsletters and other marketing materials through emails for which users can manage subscription preferences. Knowledge Base links and Irth Training modules are easy to locate and meant to be shared!
Photos, Media, & Syncing
Q: Can I take or upload photos to the app?
A: Yes! Depending on your mobile profile settings, you can use the in-app camera or upload from your gallery. Multi-photo upload is supported.
Q: Will photos include GPS data?
A: Only photos taken directly in the app with your device camera will include GPS info (not visible in-app but viewable in the web platform).
Q: Can photos be saved automatically to my gallery?
A: Not yet, but it's a popular request—upvote it in the Feedback Forum! In the meantime, photos can be downloaded individually by selecting the attachment, then the ellipses (...) and selecting Download.
Q: Can I upload videos?
A: Not yet. Video upload is under consideration for future updates.
Q: How does syncing work?
A: Auto-sync runs every 2–4 minutes. You can also manually sync from the Settings menu. Items will appear in the Outbox when outside of a coverage area.
Q: Can I turn off auto-sync in the new mobile app?
A: No—auto-sync ensures timely updates for emergencies and compliance. Disabling it could lead to delayed ticket info. We recommend optimizing workflows to align with this core functionality.
Q: Will tickets I close offline sync properly later?
A: Yes—data including timestamps and GPS info syncs when you regain coverage.
Q: Why do some photos or responses appear to get “stuck” in the Outbox?
A: Right now, uploads only process while the app is open and the device is online. If a user is offline during work and doesn’t reopen the app once back online, items may remain in the Outbox longer than expected.
But good news! We are enhancing the app to automatically upload pending items—even when the app isn’t actively open. Until then:
- Items that fail to upload won’t disappear—they’ll stay in the Outbox so they can be reviewed and retried later.
- Keeping the app open when reconnecting to a network helps ensure faster upload of any pending data or photos.
This upcoming enhancement should lead to more reliable and timely uploads across all environments.
Tasks, Tickets, & Navigation
Q: How are tasks sorted or numbered?
A: Based on selected criteria: distance, due time, task ID, or ticket type. Toggle between ascending/descending order by tapping the same sort button again.
Q: How do I know if something is a ticket or work item?
A: Look for icons:
| Task Type | Icon |
| Ticket | Bookmark  |
| Work Item | Lightning Bolt |
Q: How do I view closed or cleared tasks from today?
A: Use the Filters to include “Closed” tasks or sort by Due Time for in-progress/ongoing items. Closed tasks remain visible until the next workday.
Q: Can I distinguish ongoing tickets from open tickets without responses?
A: Ongoing and open tickets without responses currently appear the same in-app--we're working to implement a solution which covers a majority of customer use-cases and workflows.
Q: Can I edit work items after submitting them?
A: Yes—open the item, tap the ellipsis (⋯), and choose “Modify Work Item.”
Q: Can I search for items?
A: Yes—if the search bar shows “Current Location,” you can search by address, item number, etc.
Q: Will filters stay applied between sessions?
A: Yes, filters persist between sessions.
Q: Will the app include measurement tools like the desktop version?
A: Measurement tools are being evaluated for mobile use based on user feedback.
Q: Can I batch process tickets in the app?
A: Yes! Use the ⋯ menu in your task list to:
Select Tasks
Batch Change Assignee
Batch Change Folder
Batch Respond
Batch Add Note
Get Route
Q: Can I change the map view?
A: Yes—use the map layer picker in the top-right corner of the map to toggle Street, Satellite, Hybrid, and default layers.
Q: How is folder visibility determined for a user?
A: Visibility depends on mobile profile settings. “All Personnel” folders and directly assigned folders will appear based on what's selected in your profile.
"All Personnel" folders: If a folder is assigned to "All Personnel" in Utilisphere, it will be visible to any user linked to mobile profiles with 'assigned user's folders' selected.
Specific Folders: If specific folders are selected in the mobile profile, users will have access to those folders—even if they don’t have direct permissions within UtiliSphere.
To adjust what a user can see in the app, review and update their mobile profile settings accordingly.
Q: My custom map layers aren't showing. Why?
A: Make sure they are enabled for mobile devices. Also ensure your IT team has whitelisted the mobile IP in all relevant security tools.
Q: Can I access attachments from the original ticket directly in the app?
A: Yes! Tap on the ‘Related Items’ tab within your task, select the related ticket, then go to the ‘Attachments’ tab to view associated images or documents.
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