Unable to add photo for annotation

ROCK Jobsite App Support & Troubleshooting
1

I have just installed the app on Android, and have carried out a series of measurements.
I am unable to load a photo for annotation.
I have added a photo from my gallery. When I select the image, then press “Annotate”, it takes me to the next screen where it attempts to load an image.
It however fails to load the image and eventually produces the message “Unable to load image - please check your internet connection”.

I haven’t been able to work out where I am going wrong, or why it even requires an internet connection as it is a photo stored on the phone, and was actually taken within the app itself.

The photo annotation functionality is something that I primarily need, as I am documenting physical objects usually. Appreciate any help on this.

2

Hi Ben, happy to help see whats going on - what Phone Make/Model and version of Android are you running. What version of the ROCK App is currently installed?

3

My phone is a Samsung S23 ultra, and I am running version 1.1.30 of the app.

4

Hi Ben, could you try updating the app to 1.1.31, restart your phone, then see if it will upload then?

5

Same here. Mine times out and says to check the internet connection; even my annotations made a few weeks ago won’t load either. Samsung S22 Ultra V: 1.1.31 (shutdown and turned phone back on after few mins still no luck)

Note: Annotations were working a few weeks ago; note as well the scale feature was buggy, but since I can’t test annotations now, I can’t test if the scale feature when loading an image works or tries to convert to its own size.

6

Hi CJ, what version of the app do you currently have installed?

7

Also, have you tried adding a photo from the “Photo” option or are you adding them via the “Sketch” option?

8

I already mentioned the version above V:1.1.31

9

Yes, I tried to add them in different ways, from on the phone, taking pictures, sketching, etc… even tried to uninstall and reinstall them with no luck.

I can see my old annotations and photo (background) before clicking annotations, but once I click on it to either make changes or save to a different format, the measurements, lines, or text I did show, but the photo won’t show.

10

I have the latest version 1.1.31 installed, have tried re-installing, restarting etc…same issue.
Have tried taking photos within the app, or adding them from the gallery, same issue.

11

thanks for the details! we will investigate more with the team to see what the cause is and work on a fix

12

Hello @bm82 and @cj9255 we found the big and are issuing a new release (1.1.32) that should be available now. Thanks so much for reporting and out apologies for the inconvenience!

13

@therock Thank You, it works now.