Procore’s own help centre handles how-to questions and problems inside the software. Your IT provider looks after the technology underneath it: tablets, internet connections, logins, single sign-on, security and backups of business files held elsewhere. That split matters when construction IT support Manny Rahat is needed and a crew can’t open drawings on site.
If Procore won’t load, the cause could be the app, the tablet, the connection or the way someone signs in. A good IT partner checks the parts your business controls, then works with Procore Support if the problem is inside Procore itself.
What Procore’s own support covers, and what it doesn’t.
Procore Support is the right place for questions about how Procore works, how to use its tools and faults with the Procore platform. For example, if a project feature isn’t behaving as expected for several users on different devices and connections, it may be a Procore issue.
Your IT provider doesn’t replace Procore’s product support. They’re responsible for the devices, accounts and connections your team uses to reach it. They can also help work out where a problem sits, so you’re not left guessing which support team to contact.
A practical split looks like this:
- Procore Support: product questions and faults within Procore.
- Your IT provider: business devices, network access, user accounts, identity settings and security around the service.
- Your project administrator: project-level access and permissions, such as whether a subcontractor can view a particular document.
Some issues need more than one party. Your IT provider should be able to gather useful details, check the business-side setup and help direct the problem to the right place.
What your IT partner should handle.
Devices and site tablets
Site tablets need to be suitable for the work, kept updated and configured securely. Your IT provider should help you keep track of which devices are in use, who has them and what to do when one is lost, damaged or replaced.
If Procore is slow or won’t load on one tablet, the IT provider can check the operating system, browser or app, available storage and device condition. They can also compare it with another device. If the same drawing opens in the site shed but not on one tablet, that’s useful evidence that the issue may sit with the tablet rather than Procore.
Site connectivity
A tablet can be working properly and still struggle if the connection is weak. Your IT provider should help check Wi-Fi in the site shed, mobile coverage where the crew needs to work, and whether the connection is dropping out or running slowly.
Large drawing files can take time to download over a weak 4G connection. A provider can check the connection and help identify whether the delay affects one device, one location or the whole project team. Where suitable, they can advise on options such as better site Wi-Fi or a 4G failover connection. The right setup depends on the site and the available services.
Logins, SSO and MFA
Your IT provider should help manage business sign-ins, including single sign-on (SSO) where it’s configured. SSO lets staff use their business account to sign in to approved services. Multi-factor authentication (MFA) adds another check, such as an authenticator prompt, to help protect that account.
If someone reports Procore login problems, your provider can check whether the business account is active, whether the SSO setup is working and whether MFA is blocking or delaying access. Procore handles its side of the service, but your business’s identity settings are managed through its own IT systems.
Mailbox, file access and staff changes
Procore invitations and notifications rely on staff being able to access the right business email account. Your IT provider can help check mailbox access and make sure the account is working as expected.
When a staff member or subcontractor leaves, access needs to be reviewed. Your project administrator should update project permissions in Procore. Your IT provider should disable or update the person’s business accounts and remove access to other services they no longer need.
Backups and security around Procore
Your provider should discuss which business files sit outside Procore and how they’re protected. That may include Microsoft 365 mailboxes and files, local documents or copies of project records your business retains elsewhere. The right approach depends on where information is stored and your business’s retention needs.
The aim is to know what is backed up, how it can be restored and who is responsible for each system. Don’t assume that a copy held in one service also covers files stored somewhere else. It is worth testing that recovery rather than taking it on trust.
The problems that usually aren’t Procore’s fault.
When a crew reports “Procore not loading” or a “Procore slow connection”, it helps to check the basics before treating it as a software fault. Common causes include:
- A tablet that’s too old or out of date. The device may not be running well enough for the app or browser your team uses.
- Weak or unstable site internet. A tablet may work in town but struggle inside a site shed or on a section of the job with poor mobile coverage.
- A large drawing file over a hotspot. The connection may not be fast or stable enough to load it quickly.
- An SSO setup issue. A login that keeps looping may point to an identity or sign-in configuration problem.
- An account or permission problem. A user may be able to log in but not have access to a project or document. A project administrator usually manages those Procore permissions.
- A genuine service issue. If the problem affects multiple users, devices and connections, Procore Support may need to investigate.
A useful first check is to compare. Does the same user have trouble on another device? Can another person open the same drawing? Does the issue happen on both site Wi-Fi and mobile data? Those answers help narrow down the cause.
Why single sign-on matters more than it sounds.
SSO connects access to Procore with your business sign-in. Staff use one managed identity rather than relying on a separate password for every service. Your IT provider can help configure the business-side settings and test the sign-in process with your team.
MFA adds a second check to that sign-in. This can reduce the risk of someone getting into an account with a stolen password alone. If your company uses SSO, your IT provider should explain where MFA is configured and who can help if a user loses access to their sign-in device.
There should also be a clear process for staff changes. When someone leaves, their business account can be disabled, but project access may need a separate update by the Procore administrator. Make sure both steps have an owner. Otherwise, an account might still have access to project information after the person no longer needs it.
A checklist to give a prospective IT provider about Procore.
Ask these questions before you appoint a provider or review your current arrangement:
- Who checks a Procore login issue first? Ask how they distinguish between a Procore problem and an issue with your business sign-in.
- Do you support the tablets our crews use? Ask how device updates, replacements, lost tablets and secure setup are handled.
- Can you check site connectivity? Ask whether they can investigate Wi-Fi, 4G coverage and slow connections at your work locations.
- Who manages SSO and MFA? Confirm who configures business identity settings and helps staff recover access.
- What happens when a staff member or subcontractor leaves? Make sure business accounts and Procore project permissions are both reviewed.
- Which files are backed up outside Procore? Ask what is covered, how restoration works and who is responsible for it.
- How do you work with Procore Support? Your IT provider should be clear about what they can diagnose and when an issue needs to go to Procore.
The aim isn’t for your IT provider to answer every question about Procore. It’s for them to take responsibility for the devices, accounts and connections your team depends on, and help get the right people involved when something goes wrong.
MTR IT supports Procore alongside Microsoft 365, Buildxact, Xero and 3CX for builders across Melbourne. Call 03 9087 4390 and speak to a real person. If you want to know what that support should cost, read our free guide to a fair IT support price.
