Troubleshooting

Sync issues

How sync works

The rep app saves every action on the phone first, then uploads it when there is a connection. During sync the app uploads pending items first, then downloads updates from the office such as customers, products and prices.

Symptom: an invoice or collection does not appear on the dashboard

Ask the rep to open the app and check the internet connection.
The app retries automatically at growing intervals, when the connection returns and when the app is reopened. After five failed attempts a document is marked failed and automatic retries stop.
The rep taps the sync badge at the top of the main screen to retry. If documents failed, the badge opens a list of them with Retry and Delete; ask the rep to retry rather than delete.
On the dashboard, look in Invoices or Collections after the upload. An invoice shows its Synced at time.

Symptom: a document was refused after upload

The server checks every document and may refuse it for a data reason, not a connection one:

Not enough van stock: check the van's stock in Vans → Current Stock.
No price for the product in that unit: add it in Price Lists.
Credit limit exceeded or credit not allowed: check Pricing & Credit on the customer page.
Not enough warehouse stock for a loading: the loading shows as Rejected in Van transactions, and the rep sends a new one.

Symptom: a dashboard change has not reached the phone

Updates come down with the next sync. Ask the rep to open the app while online. Changes do not alter a journey that is already open; its plan is fixed when it opens.

Important warnings

Do not uninstall the app while the phone holds unsent documents. Signing out keeps them on the phone, and they upload after the rep signs back in.
The company cannot be changed in the app while unsent documents exist.
Retrying never duplicates a document; each one carries an identifier that prevents double recording.

Office alerts