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Troubleshooting synchronization problems

Data synchronization issues in mobile app

Thao Nguyen avatar
Written by Thao Nguyen
Updated over a week ago

If you are having problems syncing in your mobile app, here are a few things to check to make sure that the mobile app is being used correctly:

  • Each user can only see his or her own interventions. The application is optimised so that only his or her interventions are visible. No need to worry about not seeing your co-workers' interventions.

  • Are you connected to the right account? If not, it is possible to log out and then log back in. Importantly, on the Android app, you need to go to the settings, then to "Sync", then reset the last sync date, after changing users.

  • Make sure that only one user logs in from the mobile device, if so, remember to reset the last sync date after logging in with another user.

  • Ensure that a user is only using one mobile device.

  • Test the internet connection of the device by trying to access a new internal search. If the internet connection is poor, the application will not be able to send and receive data.

  • Do you have the latest version of the mobile app? If not, you can update it and try again.

  • Have you imported data via the import tool? If so, please make sure that the data have been properly encoded. Otherwise, it can cause errors. A simple way of detecting this problem is that the synchronisation lasts less than a second when there are several hundred data to be sent/received. To fix this, the incorrectly imported data should be deleted and then re-imported.

  • As a last resort, it is sometimes necessary to uninstall and reinstall the mobile app (this problem can happen to any device, regardless of its brand or value).

If the problems persist, we are available to analyse your problem. Please tell us the user ID, and the application he/she uses (Android or iOS). Furthermore, if you have a specific example of interventions that are not sent or received, it will also be useful for troubleshooting.

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