The app doesn't sync: what to do
The app stores everything on the phone and sends it when there is internet. When something doesn't upload or doesn't arrive, the Sync screen shows the reason.
First, look at the Sync screen
- In More, tap Sync (in the Account section).
- Look at the two lists: Waiting to send and Need your attention.
- With internet, tap Sync now, at the top.
When the queue is empty, All synced and No pending changes on this device. appear. The full step by step is in how to use the app offline.
What to do in each case
| What appears | What to do |
|---|---|
| Item under Waiting to send, with Retry at | The app tries again on its own. With internet, tap Try again. |
| No connection to the server. The operation will be sent when the internet is back. | This is normal offline. The record is saved in the queue. |
| The server is unavailable right now. Try again. | The problem is on the server. Wait: the app tries again. |
| Item under Need your attention | The server rejected it. Read the reason, fix it and tap Try again, or Discard. |
| Session expired. Sign in again. | Sign in again with the same email and password. The queue stays on the phone. |
| You don't have permission to do this. | Your profile doesn't allow it. Ask the administrator. |
Discarding can't be undone: the item is not sent and can't be recovered.
What was done on the web doesn't appear on the phone
- Check the internet and tap Sync now.
- Check that the right property is selected: side menu › Switch Property.
- If something is still missing, sign out and sign in to the app again. Before signing out, check that there are no items in the queue.
What was done on the phone doesn't appear on the web
The record is still on the phone. Open the Sync screen and see whether it is under Waiting to send or Need your attention.
Before leaving the farm office, open the Sync screen and check that everything is synced. At the end of the day, do the same when you reach Wi-Fi.
Common problems
I signed out with items in the queue. The changes stay stored on the device and upload when you sign in again with the same account.
Two devices changed the same record. The second upload may be rejected. Check the record on the web, fix it in the app and try again, or discard it.
Nothing works. Open a ticket with a screenshot of the Sync screen. See how to open a ticket.
Next steps
Didn’t this article solve it?
Talk to the GENNO team. Tell us what you were doing and, if you can, send a screenshot.