Why isn't my phone syncing?

Captures wait on the phone until they can upload. They are safe there. Here is how to get them moving.

Check the status

1. Look at the sync badge. Offline or Offline with a count means the phone has no connection. Uploading with a count means it is working.
2. Open More, then Sync, or tap the badge. You see what is waiting and when the phone last synced. Open Details for the network status.

Fix it

1. Move to a place with a steady signal or Wi-Fi.
2. Tap Sync now.
3. If you see that some items did not upload, tap Retry uploads, or Retry on a single item.
4. Keep the app open for a minute after you reconnect.

If it still does not sync

• Turn airplane mode on and off, or switch between Wi-Fi and mobile data.
• Make sure the phone has free storage. Below 500 MB the app warns you.
• Update the app from the App Store or Google Play.
• Email [email protected] with your team name, the visit and a screenshot of the Sync screen.

Do not

• Do not sign out while items are waiting. Signing out removes them from the phone. The sign-out sheet warns you and the button reads Sign out and delete.
• Do not delete the app while items are waiting, for the same reason.
• Only use Remove on a failed item if you are sure you do not need it.

Good to know

• Uploads keep going in the background after you end a visit. A notification shows how many are left.