# Troubleshooting

<table border="1" id="bkmrk-symptom-most-likely-" style="border-collapse: collapse; width: 100%;"><thead><tr style="background-color: #f5f5f5;"><th style="padding: 8px; text-align: left;">Symptom</th><th style="padding: 8px; text-align: left;">Most likely cause</th></tr></thead><tbody><tr><td style="padding: 8px;">The Waypoint entry does not appear in the app.</td><td style="padding: 8px;">The user is a self-service account, lacks Waypoint rights, or `gappextended` is disabled or below 2.21.0.</td></tr><tr><td style="padding: 8px;">A ticket is missing from the selection list.</td><td style="padding: 8px;">"Linking to route" is not set to Yes, the ticket is not assigned to that technician, or its location has no coordinates.</td></tr><tr><td style="padding: 8px;">The route cannot be created.</td><td style="padding: 8px;">Missing or invalid Google API key, or the required APIs are not enabled for it.</td></tr><tr><td style="padding: 8px;">Distances are recorded as zero.</td><td style="padding: 8px;">Location permissions were not granted, or the GPS had no fix when the trip was started or stopped.</td></tr><tr><td style="padding: 8px;">Tracking stops when the phone is locked.</td><td style="padding: 8px;">Background location permission is missing, or the operating system's battery optimisation is suspending the app.</td></tr><tr><td style="padding: 8px;">Positions are recorded that do not belong to any route.</td><td style="padding: 8px;">*Enable user geolocation* is switched on. It is not compatible with route tracking; disable it.</td></tr></tbody></table>