Troubleshooting: Hubhus not working on mobile
If Hubhus fails on a phone - for consultants, installers, or field staff - start with the guided Mobile troubleshooting tool before guessing. It checks the device, browser, and network, then sends a structured report to Hubhus Support.
Start here: Mobile troubleshooting
Send this link to the customer before you guess. Short step-by-step on the phone. Creates a Freshdesk ticket with conclusion, answers, device info, and speed test.
Detects OS, browser, Outlook/Teams (in-app) · flags outdated iOS/Android/Chrome · ~5 sec bandwidth test · DA/EN
https://leadvalidator.dk/wp/hubhus/mobile-troubleshooting
TL;DR
Send the customer this link first: Mobile troubleshooting. The ticket shows conclusion, answers, device, and speedtest. Screenshots can be attached in the form, or as a reply on the ticket. Use the manual checks below only as backup. Then see How to submit a support request if needed.
Get started in 6 steps
Open Mobile troubleshooting on the phone
On the phone that has the problem, open leadvalidator.dk/wp/hubhus/mobile-troubleshooting in a full browser (not only Outlook/Teams in-app). Follow the steps and submit. The report is saved on the lead and creates a Freshdesk ticket.
Have you updated your phone and apps?
Install the latest iOS or Android update and update the browser (Safari updates with iOS; Chrome via App Store / Google Play). An outdated OS or browser commonly breaks pages, buttons, forms, camera, and file upload. The guided tool flags when the phone is behind and links to updates. Details are also in Read more.
Have you tested on another person’s device?
Log in with the same Hubhus user on a colleague’s phone and repeat the exact action. If it works there, the issue is likely the original phone (OS, browser, age, permissions, or resources). If it fails on both phones, note that for Support - it may be the user, the lead, the page, or Hubhus.
Have you tested another browser on your device?
Try Safari ↔ Chrome on iPhone, or Chrome ↔ another modern browser on Android. Also open Hubhus by pasting the URL into the full browser - links from Outlook, Teams, or SMS sometimes open an in-app browser that behaves differently. The tool detects Outlook/Teams in-app browsers.
Is the internet connection stable?
Hubhus needs a stable connection - especially for uploads. Switch Wi-Fi ↔ mobile data and retry. The tool measures bandwidth automatically for about 5 seconds (average, with a mobile-data cap). A phone can show 4G/5G and still have poor data on construction sites, basements, or inside buildings.
Image upload issues - use smaller photos
Hubhus compresses images on the phone before upload. Large camera files take longer to process and are more likely to time out on weak networks. Prefer one photo at a time, or save/export a smaller version (lower resolution) before uploading. Also try a newly taken photo, check browser camera/photo permissions, and test whether the same file can be sent via SMS/email/Teams.
Read more⌄
What Mobile troubleshooting does
- Detects OS, browser, and whether the user is in Outlook/Teams (in-app browser)
- Compares against recent iOS / Android / Chrome and warns if the phone is outdated, with update links
- Measures bandwidth automatically for about 5 seconds (average, with a mobile-data ceiling)
- Walks through isolation: another browser, colleague’s phone, network, restart, image upload
- Available in Danish and English
- Saves everything on the lead and creates a Freshdesk ticket (conclusion, answers, device, speedtest)
Screenshots can be attached in the form. If not, attach them as a reply on the ticket.
Update the operating system
iPhone / iPad: Settings → General → Software Update. Official guide: Update your iPhone or iPad.
Android: Typically Settings → System → System update (varies by manufacturer). Official guide: Check & update your Android version.
If the phone can no longer install newer OS versions, it may be too old for technologies modern web platforms rely on. Test Hubhus on a newer phone.
Update the browser
Hubhus runs in the phone browser. An old browser can break layout, buttons, forms, camera, uploads, login, and other modern web features.
- iPhone Safari: updates with iOS - About Safari updates
- Chrome on iPhone: Update Chrome · App updates: Update apps from the App Store
- Chrome on Android: Update Chrome · Update apps on Android
Phone age, restart, and other users
- An older phone may still call and SMS but struggle with modern web apps if it no longer receives OS/browser/security updates.
- Fully close the browser, restart the phone, open the browser again, sign in, and retry.
- If possible, have a colleague with a different Hubhus user open the same lead and try the same action. If User B succeeds and User A fails, the issue is unlikely to be platform-wide.
Photo upload checklist
- Take a new photo and try that file
- Upload one image at a time instead of a batch
- Save or export a smaller version before upload (faster compression + upload)
- Send the same photo via SMS / email / Teams - if that also fails, the phone, file, or connection is suspect
- Ask a colleague to upload the same photo from their phone (isolates phone vs file)
- Confirm the browser has permission for Photos and Camera
Images are processed and compressed on the phone first, then uploaded. Weak networks cause slow uploads, stalls, timeouts, and missing photos.
Network, leads, and scope
- Try Wi-Fi and mobile data separately; test another website and a Google search
- Retry the same action on a different lead
- Note whether you can open leads, edit fields, change status, save, open other Hubhus pages - whole Hubhus vs one feature matters
- If possible, try the same action on a computer (works on PC but not phone → device/browser; fails on both → not phone-specific)
Open Hubhus in a full browser
Links from Outlook, Teams, SMS, or other apps may open an in-app browser. Copy the link → open Safari (iPhone) or Chrome (Android) → paste into the address bar → try again. Run Mobile troubleshooting in a full browser as well.
VPN, company phones, and security software
Company phones may use VPN, MDM, security software, web/DNS filtering, or special network profiles. These can affect web access. If company policy allows, ask IT to test without the company network or VPN. Do not permanently disable security software without IT approval.
Before contacting Hubhus Support
Preferred: complete Mobile troubleshooting so the ticket already includes conclusion, answers, device, and speedtest.
If you cannot use the tool, be ready to answer: phone updated? browser updated? model and age? works on another phone? same user on another phone? colleague can do it? works on another lead? works on a computer? works on Wi-Fi and mobile data? for photos - can the file be sent elsewhere, can another photo upload, can another phone upload the same file?
These checks show whether the fault follows: phone → user → network → photo → lead → Hubhus.
What to send to Support
- Best: the Freshdesk ticket from Mobile troubleshooting (plus screenshots in the form or as a ticket reply)
- Phone model · iOS/Android version · browser name/version
- What you tried to do · which step fails · error message if any
- Screenshot or, better, a short screen recording
- When it started · whether another phone / computer / colleague sees the same · Wi-Fi vs mobile data
How to open a ticket manually: How to submit a support request.
Still stuck? Run Mobile troubleshooting
Common searches
Mobile troubleshooting • Hubhus mobile • phone not working • installer phone • photo upload failed • Outlook Teams browser • speedtest • field technician
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