Frequently Asked Questions (FAQ)

Quick answers to the most common questions about TerraFlow Mobile and Data Engine.

Getting Started

Q: What devices does TerraFlow Mobile work on?

A: TerraFlow Mobile works on:

  • Android: Version 15.0 or higher (most phones/tablets from 2018+)
  • iOS: Version 13 or higher (iPhone 6s and newer, iPad Air 2 and newer)
  • Tablets: Both Android and iOS tablets supported

For best performance, we recommend devices from the last 3-4 years with at least 3GB RAM.

Q: Do I need internet connection to use TerraFlow Mobile?

A: No! TerraFlow Mobile works offline for data collection:

  • ✅ Collect locate data without internet
  • ✅ Store data locally on your device
  • ✅ Sync to Data Engine when you have connection
  • ❌ Can't access Data Engine or download new jobs without internet
  • ❌ New map tiles won't load (but cached ones work)

Best practice: Sync daily when you have WiFi to back up your work.

Q: How do I get a TerraFlow account?

A: Contact your company administrator or supervisor. TerraFlow accounts are managed at the company level. If your company doesn't use TerraFlow yet, contact sales@terraflow.ca for information.

Q: What equipment do I need?

A: Minimum requirements:

  • Mobile device (Android phone/tablet or iOS iPhone/iPad)
  • GPS (built-in device GPS works, external GPS optional for higher accuracy)
  • Utility locator (Radiodetection, Vivax-Metrotech, or Rycom models supported)

Optional but recommended:

  • External high-accuracy GPS (Trimble, Eos, Spectra Precision)
  • Extra battery pack or charger
  • Protective case for mobile device
  • Vehicle mount for device

Equipment & Setup

Q: Which locators are compatible with TerraFlow?

A: TerraFlow Mobile supports:

Radiodetection:

  • RD8200 series
  • RD8100 series
  • RD7200 series
  • RD7100 series

Vivax-Metrotech:

  • vLoc3 Pro (all variants)
  • vLoc3 RTK Pro
  • vLoc2 Pro

Rycom:

  • 8800 series
  • 8700 series

Check terraflow.ca/support/compatibility for the complete updated list.

Q: My locator isn't on the compatibility list. Can I still use TerraFlow?

A: You can still use TerraFlow Mobile for GPS-only data collection without locator integration. You'll manually enter depth measurements. For locator integration, contact support@terraflow.ca to request support for your specific model.

Q: Do I need an external GPS unit?

A: Not required, but recommended for:

  • Compliance work requiring high accuracy (±0.5m or better)
  • Survey-grade positioning for engineering projects
  • Poor GPS environments (urban canyons, tree cover)

Built-in device GPS (typically ±3-5m accuracy) works fine for most utility locating applications.

Q: How do I know if my GPS is accurate enough?

A: Check the GPS accuracy indicator in TerraFlow:

  • Green & <2m: Excellent for utility locating
  • Yellow & 2-5m: Acceptable for most work
  • Red & >5m: Wait for better signal or move to open area

Ontario compliance: Most applications accept ±5m or better. Check your specific requirements.

Data Collection

Q: How many points should I capture per utility?

A: There's no fixed rule, but here are guidelines:

Minimum coverage:

  • Straight runs: Every 10-15 meters
  • Curves/corners: Every 5 meters
  • Crossing points: Always
  • Depth changes: Always
  • Key features: Valves, manholes, service connections

Better accuracy = more points, but don't go overboard. 100 points for a 50-meter straight run is excessive.

Q: What happens if I capture a point with the wrong utility type selected?

A: You can fix it:

  1. Tap the incorrect point on the map
  2. Edit the utility type in the point details
  3. Save changes
  4. Or delete and re-capture if easier

Prevention: Always double-check utility type selection before capturing.

Q: Can I edit data after I've captured it?

A: Yes! Before syncing:

  • Tap any point to edit information
  • Add/change notes
  • Update measurements
  • Add photos
  • Delete incorrect points

After syncing, data can still be edited in Data Engine by authorized users.

Q: How do I mark a utility as "not found"?

A: If you searched for a utility but it's not present:

  1. Add a note: "Gas not found - searched entire site"
  2. Include your search methodology
  3. Still complete and sync the job
  4. Office staff will generate "Not Found" report

Some workflows have a specific "Not Found" option you can select.

Q: Can I collect data for multiple jobs at once?

A: Not recommended. Complete one job fully before starting another:

  • Reduces confusion
  • Easier to organize data
  • Less chance of mixing up utilities between sites
  • Simpler troubleshooting if issues arise

If you must work on multiple jobs simultaneously, be extremely careful with site/job selection.

Sync & Data

Q: How often should I sync my data?

A: Best practices:

  • Ideal: After every job completion
  • Minimum: End of each day
  • Critical: Before device battery dies or if switching devices

Don't let unsynced jobs accumulate. If your device fails, unsynced data is lost.

Q: What happens if my sync fails?

A: Your data is still safe on your device:

  1. TerraFlow stores data locally
  2. Sync automatically retries when connection improves
  3. You can manually retry: Menu → Synchronize
  4. Data won't be lost, just not uploaded yet

See Troubleshooting Connection Issues for help with persistent sync problems.

Q: Can I delete jobs from my device after syncing?

A: Yes, once synced (✅ green checkmark):

  • Data is safely stored in Data Engine
  • You can delete from device to free space
  • Data remains accessible in Data Engine
  • Office staff can still generate reports

Never delete unsynced jobs! You'll lose that data.

Q: How much storage space does TerraFlow use?

A: Typical usage:

  • App install: ~200 MB
  • Average job (no photos): 5-10 MB
  • Average job (with photos): 20-50 MB
  • 100 jobs with photos: 2-5 GB

Recommendation: Keep at least 5GB free space on your device for smooth operation.

Q: Is my data backed up?

A: Once synced to Data Engine, yes:

  • Multiple redundant copies
  • Secure cloud storage
  • Daily backups
  • Disaster recovery plan

Before syncing: Data only exists on your device. That's why regular syncing is critical!

Reports & Compliance

Q: Why does Ontario require separate maps for each utility?

A: Ontario regulations (and ORCGA best practices) require per-utility mapping for:

  • Safety: Excavators focus on specific utility they're near
  • Clarity: Reduces visual confusion
  • Liability: Each utility owner has distinct responsibilities
  • Compliance: Meets "Call Before You Dig" requirements

TerraFlow Data Engine automatically generates these separate reports.

Q: How long are locate reports valid?

A: Typical validity periods in Ontario:

  • Standard locates: 30 days
  • Emergency locates: May be shorter (check ticket)
  • Some jurisdictions: 60-90 days

Always verify with your local utility coordination center. Mark expiration date clearly on reports.

Q: Can I generate reports from TerraFlow Mobile?

A: Basic reports yes, full compliance reports are better generated in Data Engine:

  • Mobile: Quick site maps, field sketches
  • Data Engine: Full per-utility reports, compliant formatting, customization

Most companies have office staff generate final reports using Data Engine for quality control.

Q: What disclaimers do I need on Ontario reports?

A: Required disclaimers include:

  • Location accuracy statement (±X cm)
  • "Depths measured from grade at time of locate"
  • "Private utilities may exist that are not shown"
  • "Underground conditions may have changed since installation"
  • "Hand-dig within 1 meter of marked utilities"
  • Utility-specific warnings (gas explosion risk, electrical hazards, etc.)

See Generating Ontario-Compliant Reports for complete list.

Technical Issues

Q: Why is TerraFlow Mobile draining my battery so fast?

A: GPS and Bluetooth are power-intensive:

To conserve battery:

  • Dim screen brightness
  • Close other apps
  • Disable unnecessary location services
  • Use battery saver mode (but may reduce GPS accuracy)
  • Carry backup battery pack

Average battery life: 6-8 hours of active field use on most devices.

Q: TerraFlow Mobile keeps crashing. What should I do?

A: Try these steps in order:

  1. Restart the app (force close and reopen)
  2. Restart your device (power off completely, power on)
  3. Check device storage (need 1GB+ free space)
  4. Update TerraFlow Mobile (check app store for updates)
  5. Clear app cache (Settings → Apps → TerraFlow → Clear Cache)
  6. Reinstall app (last resort - only if recent work is synced!)

If problems persist, contact support@terraflow.ca with device details.

Q: My GPS shows good signal but positions are way off. Why?

A: Possible causes:

1. GPS drift:

  • Normal variance (2-5 meters)
  • More noticeable when stationary
  • Improves when walking

2. Multipath interference:

  • GPS signals bouncing off buildings
  • Solution: Move to more open area

3. Wrong coordinate system:

  • Settings may be incorrect
  • Check Settings → Location Settings
  • Verify coordinate system matches your region

4. Device GPS calibration:

  • Try GPS calibration app
  • Or restart device

5. External GPS connection issue:

  • Verify correct GPS device selected
  • Check NMEA settings

Q: Can I use TerraFlow on multiple devices?

A: Yes, with same login:

  • Use on phone and tablet with same account
  • Data syncs across devices
  • Don't use simultaneously on multiple devices for same job
  • Log out when switching devices for best results

Some companies have single-device licenses. Check with your administrator.

Billing & Licensing

Q: How much does TerraFlow cost?

A: Pricing is set at the company level, not individual users. Contact your company administrator or sales@terraflow.ca for pricing information. Typically billed as:

  • Per-user annual subscriptions
  • Per-device licenses
  • Enterprise agreements

Q: Can I use TerraFlow after my subscription expires?

A: View-only access:

  • ✅ View existing data
  • ✅ Export your data
  • ❌ Cannot collect new data
  • ❌ Cannot sync to Data Engine
  • ❌ Limited reporting features

Contact your administrator to renew subscription.

Q: Do I need separate licenses for Mobile and Data Engine?

A: Typically no. TerraFlow subscriptions usually include:

  • TerraFlow Mobile (field collection)
  • Data Engine access (office/reporting)
  • Number of users varies by plan

Check with your company administrator for your specific plan details.

Training & Support

Q: Is there training available?

A: Yes! Several options:

Self-guided:

  • Help documentation (you're reading it!)
  • Video tutorials (on website)
  • Quick start guides

Live training:

  • Initial onboarding sessions
  • Custom workflow training
  • Office staff training
  • Advanced features workshops

Contact training@terraflow.ca to schedule training for your team.

Q: How do I get technical support?

A: Multiple support channels:

Email: support@terraflow.ca

  • Response within 24 hours (business days)
  • Faster for urgent issues

Phone: [Your phone number]

  • Business hours: 8am-5pm EST
  • Emergency line for critical field issues

Help Center: www.terraflow.ca/resources/help

  • Searchable documentation
  • Video tutorials
  • Troubleshooting guides

Response times:

  • Urgent (field work stopped): 2-4 hours
  • Important (affecting productivity): Same day
  • General questions: 24-48 hours

Q: Can I request new features?

A: Absolutely! TerraFlow values user feedback:

  • Email: feedback@terraflow.ca
  • Include detailed description of what you need
  • Explain your use case
  • Popular requests often get prioritized

TerraFlow has a history of implementing user-requested features.

Best Practices

Q: What are the biggest mistakes new users make?

A: Top 5 mistakes to avoid:

1. Not syncing regularly

  • Leads to data loss if device fails
  • Creates sync bottlenecks

2. Collecting with poor GPS accuracy

  • Results in inaccurate positioning
  • May not meet compliance standards

3. Wrong utility type selected

  • Requires time-consuming corrections
  • Can cause compliance issues

4. Insufficient point coverage

  • Makes reports inaccurate
  • Requires return trips

5. Forgetting to add required information

  • Depth, material, size, etc.
  • Delays report generation

Q: How can I work faster with TerraFlow?

A: Efficiency tips:

Setup:

  • Create custom workflows for common job types
  • Set up default disclaimers
  • Pre-configure equipment settings

Field work:

  • Keep device in easy-reach location
  • Use external GPS for faster acquisition
  • Take photos sparingly (only when needed)
  • Add notes as you go, not later

Sync:

  • Sync over WiFi when possible (faster)
  • Sync after each job (not end of day)
  • Keep photo quality at "medium" setting

Learn shortcuts:

  • Long-press for quick actions
  • Swipe gestures for navigation
  • Batch operations where available

Q: Should I use my personal phone or get a company device?

A: Considerations:

Personal device pros:

  • Already familiar with it
  • One device to carry
  • May be newer/better

Personal device cons:

  • Battery drain affects personal use
  • Storage space shared
  • Privacy concerns with company data

Company device pros:

  • Dedicated to work
  • Company covers costs/damage
  • Can leave at work
  • Clear separation

Most companies provide dedicated devices for field staff. Check your company policy.

Data & Privacy

Q: Who can see my collected data?

A: Access is controlled by permissions:

You can always see:

  • Your own collected data
  • Jobs assigned to you

Others who may see your data:

  • Your supervisor/manager
  • Office staff generating reports
  • Company administrators
  • Users with "View All" permissions

Cannot see your data:

  • Other field locators (unless specifically shared)
  • Outside companies (unless you export/share)
  • TerraFlow staff (except for support purposes with permission)

Q: Is my data secure?

A: Yes, TerraFlow uses enterprise-grade security:

  • Encrypted data transmission (HTTPS/TLS)
  • Encrypted data storage
  • Secure authentication
  • Role-based access controls
  • Regular security audits
  • SOC 2 compliance

Your data is as secure as online banking.

Q: Can I export my data?

A: Yes! Multiple export formats:

From TerraFlow Mobile:

  • Basic CSV export
  • Photo galleries
  • Map screenshots

From Data Engine:

  • CSV/Excel (point data)
  • CAD formats (DXF, DWG)
  • GIS formats (Shapefile, KML, GeoJSON)
  • PDF reports
  • Image exports

You own your data and can export it anytime.

Still Have Questions?

Can't find your answer here?

Search the help center: www.terraflow.ca/resources/help

Contact support:

  • 📧 support@terraflow.ca

Request documentation: If something's not documented, let us know! We'll add it to the help center.

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Last updated: October 2025 | Updated monthly with new FAQs