--- title: "Snow Troubleshooting" slug: "snow-troubleshooting" description: "Troubleshoot common Aspire snow issues, including Aspire Mobile, subcontractors, contracts, scheduling, payroll, invoicing, materials, and Snow Planner." updated: 2026-11-13T19:45:18Z published: 2026-11-13T19:45:18Z canonical: "guide.youraspire.com/snow-troubleshooting" --- > ## Documentation Index > Fetch the complete documentation index at: https://guide.youraspire.com/llms.txt > Use this file to discover all available pages before exploring further. # Snow Troubleshooting ## Overview Use this article to find and fix common snow issues, from setup through invoicing. Issues are grouped by the stage of the season where you're most likely to run into them. Select a problem to see why it happens and what to do. ## Aspire Mobile --- ### #### Snow work doesn't show in Aspire Mobile **Why it happens** While Snow Mode is on, Aspire Mobile only shows snow work in the Snow division. The work is hidden if the service or the route isn't in the Snow division. The opportunity's division doesn't affect what crews see. **What to do** Put the snow services in the Snow division, and set the route's division to Snow. #### Crews or subcontractors can't find a property or service **Why it happens** One of these is missing: - The property isn't on their route, and **Show New Ticket Button in Aspire Mobile** is off. - The route lists services in its **Services** section, and the service they need isn't one of them. - For subcontractors, their company doesn't have an auto expense for that service on the property's opportunity. **What to do** - Add the property to the route, or turn on **Show New Ticket Button in Aspire Mobile** for the route. - Add the service, or its service type, to the route's **Services** section. - For subcontractors, add an auto expense for their company from the opportunity service's Service Details screen. You can add one even after the opportunity is won. #### Crews can't clock in to shop time or other indirect work **Why it happens** The route lists services, and indirect services weren't included. **What to do** Add the indirect services to the route. #### Can't open another crew's route to help out **Why it happens** **Restrict Mobile Route Visibility** is on for your company, and the user doesn't have **View all Routes in Mobile** selected. **What to do** Select **View all Routes in Mobile** on the user's details screen in **Administration > User Management > Users**, or clear **Restrict Mobile Route Visibility** in **Administration > Configuration**, on the **Application** tab. They then download the route from the route filter in Aspire Mobile. The tickets stay on the original route on the Schedule Board unless you move them. #### Snow Mode toggle missing in Aspire Mobile **Why it happens** Snow Mode isn't turned on in Administration, or the person logged in without a user record. Crew members who log in without a user record don't see the toggle. **What to do** In **Administration > Configuration**, on the **Application** tab, turn on **Enable Snow Mode** in the **Mobile** section. If it's already selected, have the crew leader log in with their user record. #### Snow materials don't display when adding materials **Why it happens** While Snow Mode is on, Aspire Mobile only displays catalog items whose item category contains the word *"snow."* **What to do** Go to **Administration > Estimating > Item Catalog**, and set the item's **Category** to one that contains *"snow,"* such as *"Snow Materials."* If it still doesn't display, check the item in the Item Catalog. Materials you stock need **Inventory Item** and **Available to bid** selected. Equipment, and materials your subcontractors supply, need **Allocate from Mobile** selected. #### Can't complete a per occurrence or T&M ticket in the field **Why it happens** The service is marked **Multi-visit**. **What to do** Use **Multi-visit** only on seasonal services. Until you clear **Multi-visit** on the service, complete these tickets from the office. #### Can't tell which seasonal properties are done **Why it happens** Fixed Payment tickets never show as complete in Aspire Mobile, because they stay open all season. **What to do** Let crews know which properties are finished. Per Service and T&M tickets show **Complete** once they're done. #### Can't pull work while offline **Why it happens** Aspire Mobile can't create or view unscheduled service tickets while offline. **What to do** Have the crew leader reconnect, pull the ticket, and keep the app open until it uploads. ## Subcontractors --- ### #### Subcontractors can't pull work in Aspire Mobile, but crews can **Why it happens** **Enable Sub tickets to be created from Aspire Mobile** is turned off. Subs can still log time on tickets that already exist. **What to do** Turn on **Enable Sub tickets to be created from Aspire Mobile** in **Administration > Configuration**, on the **Time Reporting** tab. #### Subcontractor can't log in to Aspire Mobile **Why it happens** The subcontractor doesn't have a user record, and **Enable Sub Access to Aspire Mobile** isn't selected. They need one or the other to log in. **What to do** Select **Enable Sub Access to Aspire Mobile** in **Administration > Configuration**, on the **Time Reporting** tab. Or create a user record from their contact record: select the three-dot icon to open the action menu, then select **Create User**. For more information, visit [Setting Up Snow Subcontractors](/docs/snow-subcontractor-setup). #### Subcontractor can't see their routes in the portal **Why it happens** The subcontractor's contact isn't tied to a company, isn't the **Crew Leader** on the route, or is in a different branch than the route. **What to do** Open the contact record and check the **Company** and **Branch** fields, then confirm the contact is the route's **Crew Leader**. To see which contacts belong to a company, open the **Companies** tab in the **Properties** module. #### Crew member missing when a subcontractor adds time **Why it happens** The portal only lists contacts that belong to the subcontractor's company. **What to do** Open the crew member's contact record and set the **Company** field to the subcontractor's company. #### Subcontractor didn't get the portal invite **Why it happens** The email address on their contact record is missing or wrong, or the invite was missed. **What to do** Check the **Email** field on their contact record. Then, in the **Subcontract Portal Access** section, select **Resend Invite**. #### Expected subcontractor expenses missing from the Purchasing Assistant **Why it happens** The **Scheduled Start Date** filter doesn't include them, or the auto expense didn't generate. On a seasonal (Fixed Payment) service, the most common causes are a **Flat Fee** auto expense or expenses that haven't been triggered yet. **What to do** Widen the **Scheduled Start Date** filter. For a seasonal service, change the auto expense's fee type to **Hourly** or **Catalog Item**, then on the **Work Tickets** list select **Bulk Actions** > **Trigger Auto Expense Creation** with a date that covers the visits. If they still don't appear, visit [Troubleshooting Auto Expenses That Didn't Generate](/docs/troubleshooting-auto-expenses-that-didnt-generate). #### Seasonal subcontractor expense shows too many hours **Why it happens** A Fixed Payment service gets one work ticket for each occurrence, usually one for the whole season, so hours add up across every visit. Per Service and T&M work creates a ticket for each occurrence, so each expense covers one visit. **What to do** To pay a set amount instead of the total hours, change the quantity in the **Purchasing Assistant** before you create the purchase receipt. Entering *"1"* pays one unit at the auto expense rate. #### Subcontractor wasn't paid for a day they worked **Why it happens** The time for that day was missing when you triggered auto expenses, or the trigger date didn't cover it. **What to do** Add or accept the missing time on the work ticket in Time Entry, then on the **Work Tickets** list select **Bulk Actions** > **Trigger Auto Expense Creation** with a date that covers the missing day. Triggering again doesn't create duplicates. Aspire skips visits that already have an expense and picks up only new ones. The **Anticipated Start Date** field in that window is the date expenses generate up through, not the opportunity's start date. #### Subcontractor missing from the **Vendor** list **Why it happens** The subcontractor has a company record but no vendor record. **What to do** Add the vendor at **Administration > Application > Lists > Vendor**, or set it up in your accounting system and sync it. ## Contracts and opportunities --- ### #### Snow work was set up as work orders **Why it happens** Work orders are for one-time jobs and use different invoice types than contracts. **What to do** Create snow work as contract opportunities with a Fixed Payment, Per Service, or T&M invoice type. #### Snow service missing when building an estimate **Why it happens** **Contract Service** isn't selected on the catalog service, so the service is only available on work orders. **What to do** Go to **Administration > Estimating > Service Catalog**, open the service, select **Contract Service**, then select **Save**. #### **As Needed** option missing on a seasonal service **Why it happens** Aspire doesn't display it on Fixed Payment services. Seasonal work gets one ticket for each occurrence on the service, usually one for the whole season. **What to do** Nothing to fix. Mark the service **Multi-visit** instead. #### Heavy winter is eating seasonal contract margins **Why it happens** The seasonal services have no cap, so every extra visit is free. **What to do** Cap the service by visits or date, and link an As Needed T&M service for work beyond the cap. #### Can't link a Per Service service after a seasonal cap **Why it happens** A capped service can only link to an As Needed T&M service. **What to do** Link a T&M service, and add a *"Plow per push"* item at your push price for crews to allocate each push. #### Can't renew a snow contract **Why it happens** The contract runs longer than 12 months. **What to do** Keep snow contracts to 12 months or less. #### One season's numbers are split across two opportunities **Why it happens** The contract follows a 12-month maintenance year that starts or ends mid-winter. **What to do** Use a snow-only opportunity with dates that cover the whole season. #### Snow revenue shows up in summer months **Why it happens** Snow is on a year-round maintenance opportunity, and your company uses Invoiced Revenue. **What to do** Put snow on its own opportunity, with dates that cover the snow season, and bill it only in snow months. #### Monthly seasonal tickets earned revenue in a month with no snow **Why it happens** With Earned Revenue, completing a monthly ticket earns its share of the season price, even with no costs. **What to do** Consider one ticket for the season instead. #### Can't add a subcontractor auto expense to a seasonal service **Why it happens** The catalog service isn't marked **Multi-visit**. On a Fixed Payment service, **Add Subcontractor Expenses** only displays when you select the three-dot icon on the Service Details screen and the service is **Multi-visit**. **What to do** Select **Multi-visit** on the service in **Administration > Estimating > Service Catalog**, then return to the estimate. #### Limit Fixed Price Services section missing on a seasonal service **Why it happens** **Enable Limiting Fixed Price Services** isn't selected, or the service isn't a Fixed Payment service. The section only displays on Fixed Payment services. **What to do** Select **Enable Limiting Fixed Price Services** in **Administration > Configuration**, on the **Application** tab. You can't clear it after you save it. #### Error when adding visits to a capped seasonal service **Why it happens** The service reached its limit and doesn't have a linked T&M service. **What to do** Open the service's Service Details screen, and select an As Needed T&M service in the **Switch To** column. #### Linked T&M service expired when the seasonal cap was reached **Why it happens** The seasonal service is limited by **Contract End Date**, which uses the opportunity's end date, and the T&M service ends on or before that date. **What to do** Give the T&M service an end date at least one day after the opportunity's end date. You can't extend the opportunity's end date after it's won. Contact Aspire Support if you need to extend it. #### Crews can't start the linked T&M service in Aspire Mobile **Why it happens** Aspire Mobile and the Subcontractor Portal hide a T&M service that's linked to a capped seasonal service until the cap is reached or the contract end date passes. This keeps crews from billing overage work by accident. **What to do** To use the T&M service before the cap, have someone in the office schedule it, such as by dragging it onto the Schedule Board. Crews see the new ticket in Aspire Mobile and can work it as usual. ## Scheduling and storm day --- ### #### Crews can't pull tickets, or Schedule an Event is empty **Why it happens** Today's date is outside the opportunity's start and end dates. **What to do** If the start date hasn't arrived yet, services display once it does. If the end date has passed, create a new contract opportunity for the work. Next season, set wide dates, such as September 1 through June 1, before you win the contract. #### Can't dispatch or bill As Needed work for a late storm **Why it happens** The storm fell after the opportunity's end date, so As Needed tickets aren't available. **What to do** Set snow contract dates wide enough to cover early and late storms, such as September 1 to June 1. For work already past the end date, create a new contract opportunity. #### **Schedule an Event** missing from the Schedule Board **Why it happens** Your user role doesn't have the *Schedule an Event* permission, or a ticket window is open. **What to do** Add the permission under **Work Tickets** in your user role, close any open ticket window, and on the Schedule Board, select the three-dot icon to open the action menu. #### Duplicate tickets for the same properties after a storm **Why it happens** The office scheduled an event for a route whose crew also pulls their own tickets. **What to do** Use one method per route, and filter crew-pull routes out when you schedule an event. #### Event visits are in the wrong order, such as 1, 10, 11, 2 **Why it happens** Sequence numbers 1 through 9 sort as text. **What to do** Start sequence numbers at 10 and count up. #### All of an event's tickets landed on one route **Why it happens** The services don't have a default route, so Aspire puts them on the route you pick in **Route (if needed)** on the Create/Schedule Visits screen. **What to do** Set the route and sequence number on the Schedule an Event screen before the season. #### Properties added to a route don't get it as their default route **Why it happens** A route's properties only control what crews or subs can pull. Default routes are set separately. **What to do** Set default routes on the Schedule an Event screen. #### Range billing event list pulls every depth range **Why it happens** The list includes the depth range services. **What to do** Filter the list to only the service you dispatch, such as your lowest depth range. Swap to the right depth range after the storm. #### Seasonal visits show zero hours on the Schedule Board **Why it happens** The service's **Per Visit Hours** is 0, so visits created when you schedule an event in bulk have no length. **What to do** Open the service's Service Details screen on the estimate, and enter **Per Visit Hours**. ## Route Snow Planner --- ### #### Route Snow Planner is empty for a route **Why it happens** The **Division** filter isn't **Snow**, or the date is outside the contract's start and end dates. The route may also have no way to pick up work: no property on its **Property** list, no service with the route as its default on the Schedule an Event screen, and no visit scheduled for that date. **What to do** Set **Division** to **Snow** and choose a date within the contract dates. If you're checking setup before the season, pick a date on or after your contracts start. Then add properties to the route, set default routes, or schedule visits. #### Expected service missing from the Route Snow Planner **Why it happens** The service is optional, it isn't in the Snow division, or the route lists services or service types in its **Services** section and this service doesn't match. **What to do** Add the service or its service type to the route's **Services** section, or check the service's division. Optional services don't appear on the report. #### Property shows on a route with nothing scheduled **Why it happens** The property is on the route's **Property** list, or one of its services has the route as its default on the Schedule an Event screen. Neither needs a scheduled visit. **What to do** Nothing, if the property belongs on that route. If it doesn't, remove it from the route or change the service's default route. #### Service's operations notes don't show **Why it happens** The property has **Snow Notes**, and the report shows those instead of the service's operations notes. **What to do** Add the details crews need to the property's **Snow Notes**. #### Service hours don't match the visit **Why it happens** The visit is scheduled for 0 hours, so the report shows the labor estimated on the service instead. **What to do** Nothing. Use the estimated hours as the expected labor for the visit. ## Time and payroll --- ### #### Snow hours are on the regular pay code **Why it happens** The snow service's **Default Pay Code** wasn't set, or the opportunity was built before you set it. The old default stays on that opportunity. **What to do** Set the **Default Pay Code** on the service in **Administration > Estimating > Service Catalog**. For existing opportunities, update it on the service's Service Details screen in the estimate. On a won opportunity, the change only affects visits that don't have time logged yet. To change the default pay code on a won opportunity, you need the *Edit Default Hourly Pay Codes in Any Stage* permission. #### Employee was paid the pay code's rate, not their own snow rate **Why it happens** The employee doesn't have a pay code override for the same snow pay code that's on the service. The override only applies when the pay codes match. **What to do** Open the employee's contact record and add an override for the snow pay code that's on the service. #### Snow pay code causes payroll export errors **Why it happens** More than one of **Premium Dollars**, **Premium Percent**, or **Fixed Rate** has a value, or the pay code doesn't match your payroll provider's code. **What to do** Open the pay code in **Administration > Application > Lists > Pay Code**. Enter a value in only one of **Premium Dollars**, **Premium Percent**, or **Fixed Rate**, and match the **Pay Code** to your payroll provider's code. ## Review and invoicing --- ### #### Seasonal ticket is in **Pending Approval** **Why it happens** Someone completed it before the season ended. This usually happens when time is accepted in **Time Entry**, but it can also happen from the work ticket. **What to do** Uncomplete it so it can take time from later storms. #### Range billing ticket priced at the wrong depth **Why it happens** The ticket was created for one depth range, and more snow fell. This happens when you dispatch the low-range ticket or the forecast was wrong. **What to do** Swap the service to the right depth range before the ticket is invoiced. If the ticket is already **Complete**, uncomplete it, swap the service, and then complete it again. Marking snow services **Requires Approval** helps here, because completed tickets wait in **Pending Approval** instead of moving to invoicing. #### T&M invoice has a minimum charge line you can't remove **Why it happens** The T&M service has a minimum charge or minimum hours set. **What to do** Avoid minimums on snow T&M. Minimum hours also count only labor items, not equipment. #### Per Service or T&M ticket missing from invoicing **Why it happens** The ticket isn't complete or approved, or the crew's time and materials haven't been entered. **What to do** Check that all time and materials are on the ticket, then complete and approve it. In the Invoicing Assistant, check that the **As of Date** is on or after the ticket's completed date. #### T&M ticket bills more than you can justify **Why it happens** T&M bills all the time and materials reported. **What to do** Override the price when you approve the ticket. #### Equipment missing from a T&M invoice **Why it happens** The crew didn't clock in to the equipment, or it was added after the ticket was completed. **What to do** Add the equipment as a material in time entry. If the ticket is complete, uncomplete it from the work ticket, add the equipment, and complete it again. #### Seasonal invoice missing from the Invoicing Assistant **Why it happens** The Invoicing Assistant only shows seasonal invoices for the month of the **As of Date**. **What to do** Set the **As of Date** to the month the invoice was due. #### Invoicing Assistant line has no checkbox **Why it happens** Something the invoice needs is missing, such as billing terms or a tax jurisdiction. The line's status shows what's missing. **What to do** Select the line and fix what its status shows. #### Partial Occurrence not available on a ticket **Why it happens** The ticket is complete, its invoice type isn't Per Service, or the user doesn't have permission. **What to do** Uncomplete the ticket, or check its invoice type. To apply a partial occurrence in Aspire, you need the *Partial Occur* permission and either *Full Access to Schedule Board*, *Read Only Access to Schedule Board*, or *System Admin*. For crews to enter one in Aspire Mobile, their mobile role needs **Partial Occurrence**, and **Enable partial occurrence to be specified from Aspire Mobile** must be turned on. For more information, visit [Snow Administration and Configuration](/docs/snow-administration). #### Weather event problems Logging Weather Events has its own troubleshooting list, including events missing from the Related Event list or the Weather Events report, missing ZIP codes, and event details that don't print. For more information, visit [Logging Weather Events](/docs/logging-weather-events-for-invoicing#troubleshooting). ## Materials --- ### #### **Allocate from Inventory** shows an error **Why it happens** One of the selected items isn't an inventory item, so Aspire doesn't allocate any of them. **What to do** Clear the item that isn't an inventory item and try again. Buy that item on a purchase receipt instead. #### Materials came out of the wrong inventory location **Why it happens** The allocation used a different **Inventory Location**. Each branch has a default location, but you can change it on each allocation. **What to do** Check the **Inventory Location** every time you allocate, and change it when the materials came from somewhere else. #### Material or subcontractor cost posted to warranty **Why it happens** The purchase receipt's **Received** date is after the ticket's completed date. **What to do** Select **Unapprove**, then **Unreceive**. Correct the **Received** date, then receive and approve the receipt again. ## Snow lists --- ### #### Snow list is empty **Why it happens** Your snow services aren't in a division named exactly "Snow," or the filters don't match your invoice types. **What to do** Check the division name on your snow services, and check the list's invoice type filters. #### List is missing tickets **Why it happens** A list only loads a set number of records at first. **What to do** Select the database icon at the right end of the toolbar to load every record. #### Teammate can't see your list **Why it happens** The list isn't shared with them. **What to do** Open the list, select **Save**, and add them under **Share With**. #### Can't share a list with a role **Why it happens** Only users with the *System Admin* permission can share lists with roles. **What to do** Share the list with individual users instead, or ask your administrator. ## Related articles - [Snow Season Overview](/docs/snow) - [Snow Season Readiness Checklist](/docs/snow-season-readiness-checklist) - [Snow Administration and Configuration](/docs/snow-administration) - [Setting Up Snow Services](/docs/snow-season-setup) - [Snow Operations Playbook](/docs/snow-operations-playbook)