Find answers to frequently asked questions and troubleshooting steps for configuring, managing, and resolving display or sync issues with your Edlio Mobile App Directory.

Q: What is the recommended way to set up and populate our Mobile App Directory?
A: The most efficient and accurate workflow is using Settings > Folder Settings and pulling staff directly from your existing People Records (rather than manual individual entry or standalone CSV bulk uploads). If you populate Department information in Staff People Records, you can organize staff into specific folders (e.g. Administration, Grade Levels, Athletics, Counseling) or pull all staff into the root folder. Adding individual contacts or uploading CSV files is available as an alternative, but pulling from People Records is the recommended practice for ongoing synchronization.

Q: Why don't staff from our website automatically appear in our Mobile App Directory?
A: The Edlio CMS website staff directory (/apps/staff/) and the Edlio Mobile App Directory are two separate systems:

Q: Can a single contact appear in multiple folders?
A: Yes. When configuring a contact or folder assignments, you can assign an individual to multiple folders (such as Faculty and Athletics). The staff member will display in both sections of the mobile app directory without creating duplicate profiles.

Q: Can Directory access be restricted to specific user groups?
A: Yes. Permissions are configured at the individual folder level under Folder Settings. You can make an internal staff folder visible exclusively to authenticated staff while keeping general directories open to all app users.

Issue: Contact photos appear distorted, stretched, or cut off.
​ Solution: Crop all images to a 1:1 square aspect ratio (recommended resolution: 400x400 pixels in JPG or PNG format) before uploading. Avoid uploading raw full-resolution camera files.

Issue: Folders appear in an unexpected order in the app.
​ Solution: Open each folder under Features > Directory and verify the Display Order integer. Folders are arranged in ascending numerical order (e.g., 1, 2, 3).

Issue: Clicking a phone number doesn't dial.
​ Solution: Verify phone formatting (e.g., (555) 123-4567). Ensure the user's mobile device supports telephony dialing (Wi-Fi-only tablets or Chromebooks without dialer apps cannot place cellular calls).

Issue: Tapping an email link doesn't open a compose window.
​ Solution: Verify that the contact profile has a valid email address with no trailing spaces, and that the user has a default mail client (Mail, Gmail, Outlook) configured on their device. For guidance on controlling email/phone buttons, see Directory: Managing Contact Email & Phone Visibility.

Issue: CSV bulk import reports column or mapping errors.
​ Solution: Always download the fresh sample CSV template directly from the Import dialog before preparing your upload. Ensure all header names match the template exactly. Note that pulling from People Records via Folder Settings remains the recommended alternative to ongoing spreadsheet maintenance.

Q: What happens when staff members leave or change positions?
A: When staff records are updated or removed in central People Records, folder listings update accordingly. If maintaining contacts manually, delete the contact or remove their folder assignments in Features > Directory.

If you encounter issues with Directory configuration or data imports, submit a ticket through Eddy, Edlio's AI support assistant. From your EdlioApp admin dashboard, click the support chat widget in the lower corner, describe your issue, and Eddy will connect you with Technical Support.