FAQs

• Are QR codes available for accessing the help system?
  ( Updated October 16, 2024 23:54 )

  If you are looking for instructions on how to generate a QR code so you can register a tablet to run the Mob...

• Can I be notified when there are changes to the help system?
  ( Updated October 08, 2025 01:01 )

  Answer Yes. If you sign into the help system, you can follow sections of interest to be notified when an art...

• How do I change my email address in my help system account?
  ( Updated October 17, 2024 00:23 )

  Answer To change the email address in your help system account, you will need to edit your help system profi...

• How do I change my help system password?
  ( October 17, 2024 00:23 )

  Answer For information on changing your help system password, see Managing Your Help System User Account.

• How do I contact ComplianceMate support?
  ( October 17, 2024 00:26 )

  Answer Information on contacting ComplianceMate support can be found in Contacting the Support Team...

• How do I find support tickets?
  ( Updated October 17, 2024 03:16 )

  Answer Information on accessing support tickets in the Mobile App can be found in Mobile App: Working with S...

See all 17 articles

• Do I need a login to use the Mobile App?
  ( October 16, 2024 21:01 )

  Answer You do not need a user-specific login to use the Mobile App. The tablet that the Mobile App is instal...

• How can I improve performance when completing checklists where there is a weak Wi-Fi signal?
  ( Updated June 05, 2024 14:01 )

  Answer If you are experiencing a weak Wi-Fi signal at your location and you are having problems completing c...

• How do I access the Mobile App?
  ( Updated October 08, 2025 01:07 )

  Answer Everything you need to know about accessing the Mobile App can be found in the article Accessing the ...

• How do I install the Mobile App on a tablet?
  ( Updated October 08, 2025 01:12 )

  Answer There are complete installation instructions available in the Mobile App Setup, Access and Tools sect...

• I can't register the tablet with the Mobile App. What do I do?
  ( Updated November 26, 2024 02:48 )

  Answer If you are trying to register the tablet using the instructions found in How do I register a tablet w...

• I received a "Your device isn't compatible with this version" while install the Mobile App. What does it mean?
  ( Updated November 26, 2024 05:42 )

  Answer This is typically means the operating system is either too old or it is a "light/non-supported versio...

See all 10 articles

• How do I access the Server App?
  ( Updated October 08, 2025 01:15 )

  Answer For information on accessing the Server App, see Accessing the Server App in the Server App Access an...

• How do I get a user account for the Server App?
  ( Updated June 05, 2024 14:14 )

  Answer You will need to ask your system administrator to send an invitation to your email address inviting y...

• Where can I find Release Notes for the Server App?
  ( Updated October 08, 2025 01:15 )

  Answer Release notes for the Mobile App can be found in What's new in Mobile App v5.3? Release notes for the...

• Why is standard checklist completion on a tablet not updating the Dashboard?
  ( Updated June 05, 2024 13:59 )

  Answer By default, Auto Sync is enabled when you install the Mobile App on a tablet so that data is synced b...

• Why is the battery icon on the Dashboard sensor card not green?
  ( Updated October 08, 2025 01:16 )

  Answer       The battery icon on the sensor card is an indicator of the charge available for the battery an...

• Why is the signal bar icon on the Dashboard sensor card not green?
  ( Updated October 08, 2025 01:16 )

  Answer       The signal icon on the sensor card is an indicator of the sensor's performance, which is ident...

• Can I stop receiving emails and text messages for sensor alerts, list reminders and notifications, and/or reports?
  ( Updated October 20, 2024 18:22 )

  Answer Yes, you can stop receiving emails and text messages for sensor alerts, list reminders and notificati...

• Can I stop receiving phone calls for sensor alerts?
  ( Updated October 20, 2024 18:24 )

  Answer Yes, you can stop receiving phone calls for sensor alerts by editing your user profile in the Server ...

• Does "Do not disturb" mode prevent checklist alarms from sounding?
  ( Updated October 17, 2024 03:50 )

  Yes. If your tablet has Do not disturb mode enabled, checklist alarms will not be sounded. Check the Setting...

• From what phone number are text alerts sent?
  ( Updated October 22, 2024 01:38 )

  Answ\er Text alerts are sent from (844) 302-1303. Do not block this number. If you want to stop receiving te...

• How can I make sure the store is the first phone call for sensor alert notifications?
  ( Updated October 08, 2025 01:17 )

  Answer There are two steps to making sure that the store is the first phone call when a sensor triggers an a...

• How do I add a user to a call tree or notification list?
  ( Updated October 08, 2025 01:18 )

  Answer Who receives notifications (e.g., sensor alert notifications, checklist reminders, checklist notifica...

See all 11 articles

• How do I know when it is time to start a checklist?
  ( Updated October 08, 2025 01:22 )

  Answer Everything you need to know about working with checklists, including availability, progress, and stat...

• How do I start and complete a checklist in the Mobile App?
  ( Updated October 08, 2025 01:21 )

  Answer Everything you need to know about working with checklists, including starting, completing, and editin...

• How do I start and complete a Timed Log in the Mobile App?
  ( Updated October 16, 2024 22:17 )

  Answer Everything you need to know about working with timed logs, including starting and completing timed lo...

• How do I start and complete a Timed Log in the Server App?
  ( Updated October 16, 2024 22:18 )

  Answer You cannot start and complete a timed log in the Server App. You can only start and complete a timed ...

• How do I start and complete a Web List in the Server App?
  ( Updated October 08, 2025 01:21 )

  Answer Everything you need to know about working with Web Lists, including starting, completing, and editing...

• Can I stop receiving notifications and reports?
  ( October 16, 2024 21:41 )

  Answer Yes, you can opt out of receiving notifications and reports. To do so, you will need to edit your use...

• I cannot open generated reports or downloaded statistics that were saved in PDF. What do I do?
  ( Updated November 21, 2024 01:43 )

  Answer I order to view generated reports, as well as statistics reports that were downloaded in PDF format, ...

• Can I stop receiving notifications and reports?
  ( Updated October 16, 2024 21:40 )

  Answer Yes, you can opt out of receiving notifications and reports. To do so, you will need to edit your use...

• How do I add a new user for the Server App?
  ( Updated October 23, 2024 02:21 )

  Answer Information about adding a user for the Server App can be found in Inviting a Person to Use the Serve...

• How do I change my phone number?
  ( Updated October 16, 2024 21:11 )

  Answer You can change your phone number by updating your profile in the Server App. For more information, se...

• How do I change my Server App user password?
  ( October 16, 2024 21:27 )

  Answer Instructions on changing your Server App password can be found in Changing Your Password.

• How do I change the time and temperature units I see when working with the Server App?
  ( Updated October 16, 2024 21:14 )

  Answer You can change the units that are used for displaying time and temperatures when you access the Serve...

• How do I change to a different location in the Server App?
  ( October 16, 2024 21:07 )

  Answer When you log into the Server App, you will initially be accessed to the group or location where your ...

See all 9 articles

• Can I add a new group?
  ( October 17, 2024 01:20 )

  Answer Yes. For more information, see Managing Organization Structure.

• Can I move a group from one parent group to another?
  ( October 17, 2024 01:16 )

  Answer Yes. For more information, see Moving a Group.

• Can I move a location from one group to another?
  ( October 17, 2024 01:17 )

  Answer Yes. For more information, see Moving a Location.

• We have locations closed on different holidays. Where do I set up holidays for a location?
  ( October 17, 2024 01:27 )

  Answer Information on setting up holidays for a location can be found in Managing Holidays for a Location. I...

• What settings and options are available for our organization and where can I set them?
  ( October 17, 2024 01:14 )

  Answer Information about the settings and options that are available for your organization are described in ...

• Where do we set store (alerting) hours?
  ( October 17, 2024 02:51 )

  Answer In the ComplianceMate solution, store hours are the hours when alert notifications are sent out when ...

• How does a gateway swap work at the time of a sensor warranty swap/purchase?
  ( Updated October 08, 2025 01:27 )

  Answer Along with your new/replacement sensor(s), we will send you a replacement gateway. You will then carr...

• How does a gateway warranty swap work?
  ( Updated October 08, 2025 01:27 )

  Answer For a gateway warranty swap, we will send you a replacement gateway and a UPS return shipping label. ...

• Where can I find installation instructions for gateways and routers?
  ( Updated October 08, 2025 01:26 )

  Answer Information about installing gateways and routers can be found in the following: Equipment Installa...

• Where do I find the gateway identification?
  ( Updated June 05, 2024 17:19 )

  Answer A label on the back of the gateway provides identifying information for the device, including the Et...

• Which port should I connect to on a NuArx Firewall?
  ( Updated June 05, 2024 17:20 )

  Answer If your organization is using a firewall from NurArx (now Viking Cloud), Port 4 is the best place to ...

• Are non-LoRa WAN sensors still supported?
  ( Updated June 17, 2024 15:25 )

  Answer After August 31, 2020, ComplianceMate will longer support the non-LoRa WAN sensors (the devices with ...

• Can I change the name of a sensor?
  ( Updated October 08, 2025 01:30 )

  Answer Yes. For more information, see Managing Sensors: Editing Sensor Details.

• Can we have a backup sensor to use if a sensor fails?
  ( Updated November 25, 2024 18:54 )

  Answer Yes, you can purchase one or more backup sensors for your location to have on hand in the event one o...

• Do the old sensors need to be returned in a warranty swap?
  ( Updated June 05, 2024 17:25 )

  Answer No, you do not need to return the old sensors to ComplianceMate as part of a warranty swap. Instead, ...

• How can I calibrate a sensor?
  ( Updated October 22, 2024 03:48 )

  Answer All sensors are calibrated at the factory before they are shipped. There is no field calibration avai...

• How do I change the temperature range, alert notifications, and/or alerting times of a sensor?
  ( Updated October 22, 2024 00:10 )

  Answer Sensors use device templates to control the temperature ranges, alert notifications, and/or alerting ...

See all 20 articles

• Camera not working in checklists - What do I do?
  ( Updated October 19, 2024 01:26 )

  If the camera is not working when you are trying to add an image to a checklist, carry out the following: C...

• Can I change the name of a tablet?
  ( Updated October 08, 2025 01:35 )

  Answer Yes. For more information, see Managing Tablets: Editing a Tablet.

• Checklists not loading on a iPad. What do I do?
  ( Updated October 19, 2024 00:58 )

  If checklists are not loading on an iPad tablet, carry out the following: Make sure the iPad is charged abo...

• How do I access a tablet log?
  ( Updated October 08, 2025 01:43 )

  Answer Instructions for accessing a tablet log is available at Managing Tablets > Exporting Tablet Logs.

• How do I change the language on an Android tablet?
  ( Updated June 17, 2024 16:02 )

  If you are looking for how to set the language in the Server App, see Updating Your User Profile. If you are...

• How do I change the temperature units (°F<>°C) on an Android tablet?
  ( Updated June 17, 2024 15:50 )

  If you are looking for how to set the temperature units in the Server App, see Updating Your User Profile. I...

See all 29 articles

• How do I install an app on a Samsung tablet with Knox security?
  ( Updated June 17, 2024 16:00 )

  Answer Your new tablet has the Knox mobile security platform installed on it. The following procedure is rec...

• What is the Knox Security Platform and why is it installed on the tablet?
  ( Updated June 17, 2024 15:59 )

  Answer The Knox Security Platform, installed on a Samsung tablet, keeps unwanted apps from being added to th...

• Where can I find Knox Security Platform troubleshooting information (links)?
  ( Updated June 17, 2024 16:02 )

  Answer Samsung Knox troubleshooting documentation can be found here: Device-side errors (external) Portal-s...

• Can we use a TempTest™ Blue, RayTemp™ Blue, or Thermapen™ IR Blue probe?
  ( Updated June 17, 2024 17:10 )

  Answer for the TempTest™ Blue Yes, you can use the TempTest™ Blue probe with the Mobile App; however: You ...

• How do I complete a checklist if the probe is being repaired?
  ( Updated October 08, 2025 01:44 )

  Answer We're sorry you're experiencing issues with your digital probe that required it to be sent to the man...

• How do I connect a digital probe?
  ( Updated October 08, 2025 01:44 )

  Answer The following articles in the Mobile App Setup, Access, and Tools section of this guide provide you w...

• How do I deactivate/activate Probe Control mode for a location?
  ( Updated October 08, 2025 01:46 )

  Answer for Deactivating Probe Control If you need to deactivate Probe Control for a location, carry out the ...

• How do I get my ThermaPen probe repaired?
  ( Updated November 25, 2024 17:52 )

  Answer You need to contact the Thermoworks Returns and Repairs service group to have a repair case opened an...

• How do I troubleshoot a disconnected Thermapen Blue probe?
  ( Updated June 17, 2024 17:11 )

  Answer To troubleshoot a Thermapen™ Blue probe that was previously connected to the Mobile App but is no lon...

See all 12 articles

• How do I ensure that our commercial dishwashers will pass health code inspection every time?
  ( Updated November 20, 2024 15:45 )

  ThermoWorks has prepared a white paper to discuss this very issue, as well as how use of their plate-simulat...

• How do I know that DishTemp is functioning correctly?
  ( Updated November 20, 2024 16:07 )

  Answer DishTemp comes calibrated (it has a NIST-traceable calibration certificate), so it is ready to go rig...

• How is DishTemp used in ComplianceMate?
  ( Updated October 08, 2025 01:47 )

  DishTemp is used to read the highest temperature achieved during a dishwasher's cleaning and rinsing cycles,...

• Is there a difference between the final rinse water temperature and the dish surface temperature?
  ( Updated November 20, 2024 16:12 )

  Answer (from ThermoWorks) Yes, the final rinse water sprayed from the spray arm nozzles cools as it sprays o...

• What is the highest or hottest temperature that should be running through my dishwashing machine?
  ( Updated November 20, 2024 16:14 )

  Operators should be adjusting the temperature setting and the duration of the cycle to achieve the DishTemp ...

• Why does the DishTemp only measure the wash cycle and not the rinse cycle?
  ( Updated November 20, 2024 16:09 )

  Answer (from ThermoWorks) DishTemp records the entire dishwashing cycle from start to finish, registering th...

See all 7 articles

• Where can I find information about the Task Module?
  ( Updated October 08, 2025 01:49 )

  Answer Information about the Task Module is available in the Task Module section.

• Where can I find information on the Messaging Module?
  ( Updated October 08, 2025 01:49 )

  Answer Information about the Messaging Module is available in the Messaging Module section.