If you're facing any issues accessing 1Place(e.g., pages not loading correctly, checklists to do aren't showing or can't login), The following solutions might help.
General:
Reset Password (Admin Portal & App users)
Admin Portal (secure.1placeonline.com) / Web App (app.1placeonline.com):
App Users:
General:
1. Reset Password
If you’ve forgotten your password, use the “Forgot Password” option to reset it. To find out more, have a look at this article If your username isn't your email address (e.g. ends with @1placeusers.com), request a temporary password from 1Place Super Users at your organization, or 1Place support team. Once logged in with the temporary password, immediately update it to a secure, personal password and review your account settings.
Admin Portal/Web App:
What is Cache/Cookies?
What is Cache/Cookies?
Cache: This stores temporary data, such as images, forms, or frequently accessed pages on your device to facilitate faster loading times when you revisit the app. If the app starts acting slow or not displaying updated information, clearing the cache can help refresh the data.
Cookies: These store small pieces of data, such as login details, user preferences, or session information, to keep you signed in or remember settings between visits. If you're experiencing login issues or unexpected behavior, clearing cookies can sometimes fix the problem.
⚠️ If you are on the Web App (app.1placeonline.com), clearing cache and cookies will remove all the drafts. To prevent loosing the drafts, please regularly submit your checklists, incidents and tickets.
1. Clear Cookies
You can clear cookies using the same steps as above, but keep in mind that this will log you out of all sites accessed within the selected time range, not just 1Place.
If you prefer to clear cookies specifically for 1Place, follow these steps:
Click the three vertical dots > Settings > Privacy and Security > Cookies and other site data > See all site data and permissions.
Use the search bar in the top-right corner to find “1Place.”
Click the trash bin icon to clear data for the 1Place website.
2. Clear the Cache
Click on the three vertical dots in the top-right corner of your browser.
Navigate to Settings > Privacy and Security > Clear Browsing Data.
Choose the appropriate time range (make sure it includes the time when you experienced the server error).
Check the box for Cached images and files and proceed to clear the data.
3. Temporary Solutions: Use Incognito/Private Window Mode
When you don't have time to go through the above steps, opening the website in Incognito or Private Window mode is the fastest way to regain access. This may bypass any cached or cookie-related issues.
We still highly recommend clearing cookies on your main browser once you finished any urgent work.
4. Additional Case: '403 Access Denied'
In some rare cases, you might encounter a 403 error when accessing your account. This may be caused by staying logged in while our software update happened, or your access has been changed by your organization's 1Place Super User, or if you share the device, the previous user wasn't properly logged out.
Try all the above steps and see if it works, as it's likely due to old sessions remaining in cookies or cache.
App:
1. Check the device (iPad/tablet/smartphone) is connected to the Internet
Ensure Wi-Fi or mobile data is turned on.
If you’re on Wi-Fi, try restarting your router or connecting to a different network.
Once you check that your device has connected to the internet, try synchronizing the app by clicking a cloud icon on the upper right corner of the screen, then 'Sync Now'.
2. Check the device (iPad/tablet/smartphone) is connected to the 1Place server (SYNC the app)
Sync the app often fixes issues.
Open the 1Place app and click the cloud icon on the upper right corner of the screen.
A screen will appear displaying the Connection Status and Last Synced Data.
Click “Sync Now” to synchronize the app.
If you are experiencing trouble in synchronizing your 1Place App, visit this link for the instructions.
3. Force Shut and Re-open the App
If you confirm your App is up-to-date, and still have any issue, force shutting the app often helps. Here is how to force shut common devices:
iPhone/iPad
A. Close from the App Switcher
If your iPad doesn’t have a Home button: swipe up from the bottom edge and pause in the middle to open the App Switcher.
If your iPad has a Home button: double-press the Home button to open the App Switcher.Swipe left or right to find the app.
Swipe the app’s preview up off the top of the screen to close it.
Reopen the app and try again.
Android (e.g. Galaxy Tab, Lenovo Tablet, Huawei)
A. Close from Recent apps
If using gesture navigation: swipe up from the bottom and hold to open Recent apps.
If using the 3-button bar: tap the square/Recent apps button.Swipe left or right to find the app.
Swipe the app card up (or tap Close/X) to remove it.
Reopen the app and try again.
B. If the app still misbehaves: Force stop via Settings
Open Settings > Apps (or Apps & notifications).
Tap See all apps if needed, then select the app.
Tap Force stop, then confirm.
Open the app again.
Amazon Fire tablets (Kindle, Amazon Fire HD)
A. Close from Recent items
Tap the square icon or swipe up and hold to open Recent items.
Swipe left or right to find the app.
Swipe the app up or tap the X to close it.
Reopen the app and try again.
B. If the app still misbehaves: Force stop via Settings
Open Settings > Apps & Notifications (or Applications on older devices).
Tap Manage All Applications (or App Management), then select the app.
Tap Force Stop, then confirm.
Open the app again.
4. Restart the Device
Sometimes power off and re-start your device helps resolve the issues or any system glitches.
Using buttons
No Home button: press and hold the Top button and either Volume button until the power slider appears.
With Home button: press and hold the Top button until the power slider appears.
Drag the slider to power off. Wait 10 seconds.
Press and hold the Top button until the Apple/Brand logo appears, then release.
From Settings
Go to Settings > General > Shut Down.
Slide to power off, wait 10 seconds, then press and hold the Top button to turn it back on.
Each device shuts down differently. If the steps above don’t work for your device, check the user manual for instructions on how to power it off.
5. Check if your App is up-to-date
Make sure your 1Place mobile app is up to date. There are two different updates you should watch out for.
Check App Store / Google Play Store / Amazon App Store to make sure there's no any update
If your App is on the latest version, click on the Cloud icon in the top right corner to check for any in-app updates.
6. Uninstall/Reinstall the App
If neither of the above two didn't work, and you see messages like "client disabled" or inability to access your account, try:
Reinstall the App: Uninstall and reinstall the 1Place app, which often resolves issues caused by application glitches.
Important note: if you had any drafts you haven't submitted, they will be wiped out when you uninstall the app. To prevent this event, please regularly submit your checklists/incidents/tickets.
Contact Us
If none of the above worked, or you encounter any further issues, don’t hesitate to let us know via the pink chat icon, we’ll be happy to assist!
