Sync Issues

Sync issues occur when changes made on the mobile app are not appearing in the office view, or vice versa. Most sync issues are caused by connectivity problems and resolve on their own.

Check the Sync Indicator First

Open the mobile app and look at the sync status icon in the top corner:

If Sync Is Stuck (Spinning for More Than 5 Minutes)

1. Check your device's internet connection (open a browser, try loading a page)
2. If you have connectivity, close the app completely and reopen it
3. Pull down on the Today screen to force a manual sync
4. If still spinning, note what actions you took and contact support

If Sync Shows a Red Error

A red error means the app tried to sync and received an error response.

Common causes:

• The server is temporarily unreachable (wait a few minutes and retry)
• A specific action failed validation (contact support with the error message)
• Your session expired (log out and back in)

To get the error details:

1. Tap the red indicator
2. Read the error message displayed
3. Share it with support if you cannot resolve it

If Office View Isn't Updating

If a technician completed stops and the office still shows them as pending:

1. Ask the technician to check their sync indicator
2. If the technician shows green, refresh the dispatch board in the browser (press F5 or pull to refresh on mobile)
3. If the technician shows orange/red, the data hasn't been sent yet — wait for sync or follow the steps above

Data Never Recoverable

In rare cases, if a device is permanently destroyed (lost, broken) with unsynced data, that data may not be recoverable. This is why keeping the sync queue clear at the end of each day is important.

Next Steps

• Offline Usage
• Offline Problems