Introduction
Syncing data effectively is crucial to ensuring smooth operation within the app, especially when working on multiple projects simultaneously. However, users may encounter various syncing issues that could hinder their progress.
This guide provides a comprehensive overview of the available syncing tools and methods to troubleshoot common problems.
From force re-syncing projects to monitor upload status, and utilising the "Reset Sync" and "Emergency Upload" features, this guide will help you understand how to handle syncing challenges.
Below are a couple of ways to fix synchronisation errors when project content is not synchronising properly. By following these instructions, you can maintain data integrity, resolve errors efficiently, and minimise disruptions to your workflow.
Force Resynchronisation
Tapping the resynchronisation button in the top right corner does not always start the sync process immediately. This can happen when the app is syncing another project since only one project can be synchronised at a time:
The synchronisation of the given project will start as soon as the sync running for the other project has completed. The speed of completion of the synchronisation depends on many things including the size of the project, and internet speed.
Note: Tapping the re-sync button when the project is already being synced has no effect, since the project is already syncing.
Note: In many cases (when you see error codes like 502, 503, internet connection error) pressing the re-sync button should fix the sync errors.
Upload Status of Synchronisation
In the points section of the upload synchronisation status there is a hidden view that displays more information of the two statuses: "waiting to upload" (grey clock icon) or "what has failed to upload" (red error icon).
Tap 3 times on the text to show the Upload status:
The Upload status shows some basic information about what should be uploaded. When experiencing syncing issues, you can take a screenshot of this data and send it to our customer support chat. A screenshot of this may be helpful for our developers to resolve the synchronisation issues:
Reset Synchronisation
The "Reset Sync" function is hidden by default and will appear when you encounter upload errors. However, it is possible to display it at any time by pressing on "Last synchronisation" for 10 seconds as shown in the screenshot below.
Note: The "Reset Sync" action deletes all data about the project from the app, resulting in all the data which has not been uploaded to be lost.
Follow the steps below the reset the synchronisation:
Press and hold the ‘’Last Synchronisation’’ status for 10 seconds:
Tap on the "RESET" button to complete the synchronisation reset:
Emergency Upload
The Emergency Upload function is always hidden. This is the last resort for synchronisation issues.
Note: Only execute Emergency Upload when instructed to do so by our customer support team. Activating this function requires an undefined period of time for our developers to handle the Emergency Upload.
To display the Emergency Upload button you can follow the procedure shown in the images below:
Press and hold the ‘’Last Synchronisation’’ status for 10 seconds:
The buttons: ‘’Reset Sync’’ and ‘’Emergency data upload’’ below will appear (you may need to scroll to the bottom to see them):
Tap on "Zip & Upload" to complete the emergency upload from your side:
Got a problem? Contact our support or ask your questions online directly on the app.