Sync Troubleshooting for Android

Please provide us with all of the details below if you are having issues syncing on your Android device at [e-mail]. 

• • What is your username?
  • Can you provide the project ID that is having issues syncing?
  • What Android device do you have? 
  • Can you tell us what it says in your sync status screen? How many projects and/or media are unsynced? You can also provide us with a screen shot. 
  • Have you tried to sync again by pressing the sync button?
  • Are there any work orders showing in your list greyed out and showing the arrow icon?
  •  Do you see any projects with a red triangle? Press the triangle to see the error message and let us know what it says or provide a screen shot. 
  • Are you connected to wifi or data when trying to sync? Do you have a strong connection?
  • Are you upgraded to the most recent app version? Please try upgrading if not. 
  • Try quitting and re-starting the app without logging out if syncing is stuck. If you have tried this recommended action, please let us know if this did not resolve the issue. 

  Please review our Android syncing guide to troubleshoot your issue. 

  https://sitecapture.zendesk.com/hc/en-us/articles/211548347-How-to-Sync-Check-Sync-Status 

Other notes:

• If your phone goes to sleep or your app goes into the background when you open another app, the sync can be paused.  We recommend you keep the app open and make sure your phone doesn't go to sleep until after the syncing is complete.