This article lists common error messages displayed in the BoldDesk mobile app, explains when each message appears, and provides the recommended resolution. Errors are grouped by module to help you quickly identify and resolve issues. Error messages are displayed exactly as they appear in the mobile app. If the issue persists after following the recommended resolution, contact your administrator or BoldDesk Support.
Common Errors
| Error Message |
When It Displays |
Resolution |
File failed to upload |
When a file upload fails due to a network or server-side issue. |
Verify your internet connection and retry the upload. Contact support if the issue persists. |
File must not exceed 20MB |
When the selected file exceeds the maximum upload size. |
Upload a file that is 20 MB or smaller. |
Portal is not active, switch to previous account. |
When the currently selected portal has been deactivated. |
Switch to another active account or contact your administrator. |
Access denied |
When your permissions have changed or you no longer have access to the requested resource. |
Contact your administrator to review and update your permissions. |
Unable to connect! Check your connection |
When the application cannot establish a network connection. |
Verify your internet connection and try again. |
It looks like you’re offline. Please check your internet connection |
When the device is offline. |
Enable Wi-Fi or mobile data and retry the operation. |
Something Went Wrong |
When the server cannot process the requested action. |
Retry the action. Contact support if the issue continues. |
File doesn't exist |
When a file has already been deleted from the portal or mobile app. |
Refresh the page and verify whether the file still exists. |
You may not have a proper app for viewing this file. |
When no compatible application is available on the device to open the file. |
Install a compatible application for the file type and try again. |
Login Errors
| Error Message |
When It Displays |
Resolution |
Enter valid url |
When an invalid tenant or portal URL is entered during sign-in. |
Verify and enter the correct portal URL. |
Your session has expired. Please login again |
When the current login session is no longer valid. |
Sign in again to continue using the application. |
Ticket Errors
| Error Message |
When It Displays |
Resolution |
No tickets found or you don't have access to the ticket |
When opening a ticket from a deep link or push notification and the ticket no longer exists or is inaccessible. |
Verify that the ticket exists and has not been deleted or marked as spam. Contact your administrator if access is required. |
You don't have permission to update tags |
When attempting to add or modify ticket tags without the required permission. |
Contact your administrator to grant tag update permissions. |
You do not have permission to remove tags |
When attempting to remove ticket tags without the required permission. |
Contact your administrator to grant tag removal permissions. |
Activity Errors
| Error Message |
When It Displays |
Resolution |
Your current subscription plan does not have support for this feature. |
When attempting to access a feature that is unavailable in the current subscription plan. |
Verify your subscription plan and permissions with your administrator. |
Activity doesn't exist, or you don't have permission to access it. |
When an activity opened through a deep link or notification no longer exists or is inaccessible. |
Verify that the activity exists and contact your administrator if access is required. |
Chat Errors
| Error Message |
When It Displays |
Resolution |
Conversation doesn't exist, or you don't have permission to access it. |
When a conversation opened through a deep link or notification no longer exists or is inaccessible. |
Verify that the conversation exists and contact your administrator if access is required. |
Connection lost! We're in the process of reconnecting. Please be patient |
When the network connection is interrupted or the server is temporarily unavailable. |
Check your connection and wait for the application to reconnect automatically. |
Approval Errors
| Error Message |
When It Displays |
Resolution |
Approval doesn't exist, or you don't have permission to access it. |
When an approval opened through a deep link or notification no longer exists or is inaccessible. |
Verify that the approval exists and contact your administrator if access is required. |
Troubleshooting and Support Information
If the issue persists after following the recommended resolution:
- Verify that your device has an active internet connection.
- Refresh the affected screen or restart the mobile application.
- Sign out and sign in again.
- Verify that the referenced ticket, activity, approval, conversation, or file still exists.
- Ask your administrator to review your permissions and role assignments.
- Update the mobile application to the latest version.
If the issue continues, contact BoldDesk Support and provide the following information:
- Exact error message
- Affected module
- Steps performed before the error occurred
- Portal URL
- Mobile application version
- Device operating system and version
- Screenshot of the error, if available
