Axess Hive Support

Welcome to Axess Hive support. This page provides information to help you get the most out of the application.

Quick Start Guide

Getting Started

Download the App
- iOS: Available on the App Store (search "Axess Hive")
- Android: Available on Google Play (search "Axess Hive")
- Windows: Download MSIX from your administrator
Login
- Use the email address and password provided by your administrator
- An internet connection is required for initial login
- Enable biometric authentication (Face ID/Touch ID) for faster access
Initial Sync
- After login, the app will download your assigned customers, sites, and locations
- This may take a few moments depending on data volume
- Once synced, you can work offline
Start Working
- Select a customer and site from the dashboard
- Create new service reports or view existing ones
- Add location reports, photos, and checklists

System Requirements

iOS

Minimum: iOS 12.2 or later
Recommended: iOS 15.0 or later
Devices: iPhone, iPad
Storage: 100 MB minimum (more for photos)

Android

Minimum: Android 5.0 (API 21) or later
Recommended: Android 10.0 or later
Storage: 100 MB minimum (more for photos)

Windows

Minimum: Windows 10 version 1809 or later
Recommended: Windows 11
Architecture: x64
Storage: 150 MB minimum

Network Requirements

Internet connection required for:
- Initial login
- Data synchronization
- Photo uploads
Core features work offline after initial sync

Features Overview

Service Reports

Create comprehensive service reports for customer sites
Track multiple locations per site visit
Assign technicians to reports
View service history

Location Reports

Document specific monitoring locations
Record corrosion measurements
Capture before/after photos
Track coupon installations and retrievals

Corrosion Coupon Tracking

Record coupon installations
Document coupon retrievals
Calculate corrosion rates automatically (NACE SP0775-2023)
Track exposure time and weight loss
Calculated rates are provided as an aid — verify results per your organization's engineering procedures

Photo Documentation

Capture location photos
Document installed and retrieved coupons
High-quality image storage
Automatic sync to cloud

Safety Checklists

Complete required safety checklists
Track compliance by location
Help document that safety protocols were followed — checklists are a documentation aid and do not replace your organization's safety procedures

Offline Mode

Work without internet connection
All data stored locally
Automatic sync when connected
Work saved while offline uploads on the next successful sync

Common Issues & Solutions

Problem: Cannot log in

Solution 1: Verify you have an internet connection
Solution 2: Check that your email and password are correct
Solution 3: Try resetting your password using "Forgot Password"
Solution 4: Contact your administrator to verify your account is active

Problem: Forgot password

Solution: Tap "Forgot Password" on the login screen, enter your email, and follow the reset instructions sent to your email

Problem: Login says "User not found"

Solution: Contact your administrator - your account may not be provisioned yet

Sync Issues

Problem: Data not syncing

Solution 1: Check your internet connection
Solution 2: Try pulling down to refresh on the main screen
Solution 3: Go to Settings and tap "Sync Now"
Solution 4: Close and reopen the app

Problem: Sync taking too long

Solution 1: Ensure you have a stable internet connection (WiFi recommended)
Solution 2: If you have many photos, sync may take longer
Solution 3: Try syncing when on a faster network

Problem: Duplicate records appearing

Solution: Contact support - this may require database correction

Photo Issues

Problem: Cannot take photos

Solution 1: Ensure camera permission is granted in device settings
Solution 2: Restart the app
Solution 3: Check available storage on device

Problem: Photos not uploading

Solution 1: Check internet connection
Solution 2: Photos upload during sync - perform a manual sync
Solution 3: Large photos may take time on slow connections

Problem: Cannot see photos in reports

Solution: Photos may still be uploading. Check sync status and wait for completion.

App Performance

Problem: App is slow

Solution 1: Close and reopen the app
Solution 2: Ensure device has sufficient storage
Solution 3: Update to the latest app version
Solution 4: Restart your device

Problem: App crashes

Solution 1: Update to the latest version
Solution 2: Ensure device OS is updated
Solution 3: Uninstall and reinstall the app — only after confirming a successful sync. Uninstalling permanently deletes any unsynced local data.
Solution 4: Report the issue to support with steps to reproduce

Data Issues

Problem: Missing customers or sites

Solution 1: Perform a sync to get latest data
Solution 2: Contact your administrator - you may not be assigned to those customers

Problem: Cannot edit a report

Solution: Reports may be locked after submission. Contact your administrator if you need to make changes.

Frequently Asked Questions (FAQ)

General

Q: Is my data secure? A: We use industry-standard safeguards: AES-256 encryption for data at rest, TLS 1.2+ for data in transit, and secure AWS infrastructure with role-based access controls. No system can be guaranteed 100% secure, but protecting your data is a core design goal.

Q: Can I use the app offline? A: Yes. After initial login and sync, core features work offline. Data is saved locally and syncs automatically when you reconnect.

Q: What happens if I lose my phone? A: Data that has synced is safely stored in the cloud — simply log in on a new device to access it. Any data that had not yet synced from the lost device cannot be recovered. Contact your administrator to revoke access on the lost device.

Q: How do I update the app? A: Updates are distributed through the app stores (iOS/Android) or by your administrator (Windows). We recommend enabling automatic updates.

Account

Q: How do I change my password? A: Use the "Forgot Password" feature on the login screen, or contact your administrator.

Q: Can I use the app on multiple devices? A: Yes. You can log in on multiple devices. Data will sync across all devices.

Q: How do I log out? A: Go to Settings > Log Out. Note that logging out will require internet to log back in.

Data

Q: How long is data retained? A: Service reports are business records controlled by your organization and retained per its retention policy. See the Privacy Policy for retention details, or contact your administrator.

Q: Can I delete a service report? A: Deletion must be performed by an administrator through the web interface.

Q: How do I export my data? A: Contact your administrator to request a data export.

Technical

Q: Why does the app need camera permission? A: The camera is used to capture photos for location documentation and coupon images.

Q: Does the app track my location? A: No. The app never requests location permission and does not track your physical location. Service locations are entered manually. Note: photos taken with your device's camera may include location metadata added by the camera itself if location tags are enabled in your camera settings — the app does not read or use this metadata. Disable camera location tags if you don't want it embedded in photos.

Q: How much storage does the app use? A: The app itself is about 50-100 MB. Additional storage is used for cached photos and offline data, varying by usage.

Getting Help

Contact Support

Email: janus@axess.energy

When contacting support, please include:

Your name and email address
Device type and OS version (e.g., iPhone 14, iOS 17.2)
App version (found in Settings)
Description of the issue
Steps to reproduce the problem
Screenshots if applicable

Response Times

We aim to respond to support requests within 1 business day
Critical issues affecting service delivery are prioritized

Emergency Support

For urgent issues affecting field operations, contact your system administrator directly.

Version History

Version 1.2.0 (Current)

Additional photos per location report
On-demand image downloads from server
Single-slot coupon type support
DPR location ordering fix
Presigned S3 uploads for large photos
Mass upload fix for files >4.5MB

Version 1.1.6

Fixed Add Comment crash on Android (standalone)

Version 1.1.5

Fixed Add Comment crash on iOS

Version 1.1.4

Fixed checklist crash and coupon list crash

Version 1.1.3

Fixed Add Comment crash on service reports

Version 1.0.14

Fixed corrosion rate calculation formula (NACE Standard SP0775-2023)
Fixed installed weight not being set from coupon original weight
Fixed web form file uploads for location reports and coupon details

Version 1.0.13

Fixed image caching issues when replacing images
Fixed button visibility after image capture
Added confirmation dialog for image clearing

Version 1.0.12

Added Location Reference Image feature
Tap-to-view-fullscreen for images

Version 1.0.11

Fixed Forgot Password navigation error
Improved coupon relationship handling and data integrity

Legal & Privacy

About Axess-Corrosion

Axess-Corrosion, Inc. provides professional corrosion monitoring services and solutions for industrial facilities. Axess Hive is designed specifically for field technicians performing corrosion monitoring at customer sites.

Website: https://axess.energy

Last Updated: July 10, 2026

For Axess Hive version 1.2.0