Sync issues can have many causes, this guide will walk you through some basic troubleshooting steps you can perform to try and resolve your issue before reaching out to your Admin and SiteCapture Support.
Troubleshooting Steps
1. Do not log out of SiteCapture or uninstall the app
Logging out or uninstalling the app while a sync is being performed will cause the sync to be disrupted, resulting in your project data and photos being lost. While troubleshooting your issue, make sure to keep the app running.
You can do the following without data loss:
- Close the app.
- Update to the latest app version.
- Refresh your app configuration.
2. Check for Sync Errors
On the project list, you will see a red 'i' icon along with the number of photos that are unable to sync if you have a sync error.
Tap the red 'i' icon to see more information about the error.
A pop-up will display with additional information about the error.
Sync Error Messages and Steps to Resolve
| "You do not have permissions to see or change this project." |
Contact your administrator to ensure that you are assigned or have been granted share access to the project.
Now, ensure you are on a strong internet connection, press the Red Sync button at the top of your screen and leave the app open until it fully syncs. |
| "An issue occurred while accessing project data." |
Contact your administrator to ensure that you are assigned or have been granted share access to the project.
Now, ensure you are on a strong internet connection, press the Red Sync button at the top of your screen and leave the app open until it fully syncs. |
| "Cannot sync without an internet connection." | Ensure you are on a strong internet connection, press the Red Sync button at the top of your screen and leave the app open until it fully syncs. |
| "An error occurred during the sync process. Please try syncing again later." |
Contact your administrator to ensure that you are assigned or have been granted share access to the project.
Now, ensure you are on a strong internet connection, press the Red Sync button at the top of your screen and leave the app open until it fully syncs. |
| "WiFi Required to Sync" | Ensure you are on a strong internet connection, press the Red Sync button at the top of your screen and leave the app open until it fully syncs. |
Additional Steps
Below are common ways to resolve a sync issue while on site:
- Ensure you are updated to the latest app version.
- Press the red sync icon to re-trigger the sync.
- Close out of and re-open the SiteCapture app without logging out.
If you are not seeing a red sync error, but instead are experiencing long sync times:
- Leave the app open and running for 15 minutes, make sure your screen stays on.
- Check the amount of projects visible in the app
- Close out of and re-open the SiteCapture app without logging out.
Contacting SiteCapture Support
If you have taken all the appropriate steps to resolve your sync error and are still experiencing issues, you will need to contact your administrator to have a support ticket made for your issue. Below are the recommended steps to have your issue resolved as fast as possible:
1. Contact your administrator and ensure that:
- The project experiencing issues is assigned or shared with you.
- Only necessary work is appearing in your mobile view (see this guide on how your admin can edit your mobile view: Select view to be used for mobile projects).
2. Capture screenshots of:
- Any errors you are seeing.
- Your sync status screen.
3. Send your device logs to SiteCapture
Have your administrator help you send an e-mail to: support@sitecapture.com with the following information:
- Your Username.
- The ID(s) of the project(s) with sync issues. (See this article: Find Project ID and Username.)
- Confirmation that you have tried all of the steps outlined in this guide.
- Confirmation that you have sent SiteCapture your Device Logs.
- Screenshots of any sync errors and your sync status screen.
- The time the error first occurred.
Please see our iOS syncing guide for more information on syncing:
iOS: How to Sync & Sync Status Settings
Comments