HLO App Common Issues and Solutions Census 2027 (Updated: 24.04.2026)

📱 HLO App Issues – Immediate Attention 🚨

 

Before Escalation – Mandatory Checks All QRT Officials are requested to understand, follow, and ensure the below steps before escalating any issue to the next level. 

🔰 Basic Checks (Mandatory) 

🔹 Restart mobile and app 

🔹 Close all background apps 

🔹 Update phone software 

🔹 Install/Reinstall app only from Play Store or official link 

🔹 Disconnect from computer (if connected)

⚠️ IMPORTANT: Daily HLO App Maintenance & Sync Downtime

🔹 Daily Server Maintenance : 1:30 PM – 2:00 PM
🔹 App Status : The HLO app may not respond or may show sync errors during this time.
🔹 ​Action Required : Please DO NOT attempt to synchronize any data between 1:30 PM and 2:00 PM daily.

 ⚠️ Common Issues – Quick Fix! 

🔹 App Auto closing/Auto stopping/Auto crashing → Menu >> Logout >> Close App >> Open App >> Login(with stable internet).

🔹 Sync Error/Token Refresh Error → Logout and login again then sync again or Close app and sync again. Please DO NOT attempt to synchronize any data between server maintenance period 1:30 PM and 2:00 PM daily.
🔹 Attestation Issue → Use a stable/good network during device registration. Attestation occurs only at the time of device registration. 
🔹 Device Not Registered → Change password in CMMS + reinstall (video link) 

🔹 Location showing NA → Click Refresh.
🔹 No Internet / Format Error → Retry (server issue resolved) 
🔹 Android 15 issue → Restart phone & install via official link 

🔹 SE ID not accepted → Click Refresh on home page 
🔹 Wrong HLB/Block details in CMMS → Logout and login again 
🔹 Device Deregistered / Unknown Device → Check if registered on another mobile and use the currently registered device 
🔹 HLB Map not loading → Wait and retry / login again (server load issue) 
🔹 App auto-closing / going to home → Restart app and ensure no background restrictions
🔹 Cloned/Dual App → Not supported, use only original app 📱 Device Security Checks (Must Verify) 
🔹 If SE ID not mapped → Click Refresh.

Device Settings 

🔹 Developer Options / USB / Wireless Debugging → OFF 
🔹 VPN / Proxy / Hotspot → OFF 
🔹 Use secure network (avoid open WiFi)
🔹 Date & Time → Automatic / Correct 
🔹 Play Protect → ON 
🔹 Device Encryption → ON 
🔹 Screen Lock (PIN/Password) → Mandatory

🔹 Biometric (Fingerprint/Face) → Enabled

🔹 Remove user-installed certificates 🔁 Data Safety (Very Important) 

Suggestions 

🔹 Sync data frequently 
🔹 Before reinstall → Ensure data is uploaded 🚨 Important 
🔹 After every change → Restart the app

✳️Many issues are resolved by following the above steps 

✳️QRT officials are requested to learn these solutions and ensure compliance before escalation 📌 

❇️If issue still persists: Install diagnostic app (shared separately) and share output 

❗ Avoid escalation without completing the above checks