When your sync queue won't go down, your device is having trouble syncing. This means your device is either stuck (less likely) or waiting to sync (more likely).
In this article:
Stuck Sync
A Stuck Sync occurs when the app runs into an error that prevents it from uploading your data to our servers (aka "syncing").
This is not a fatal error, and your data is not lost. You can continue adding photos and working in the app. However, your information will not be visible to your team members until the stuck sync issue is resolved.
- Try: Open the app's "Network" tab, select Work Offline for 10 seconds, then switch back to Wi-Fi and Mobile Data. This will kick-start the app's auto-resolvers.
DO NOT UNINSTALL YOUR MOBILE APP - THIS WILL CAUSE A PERMANENT LOSS OF ANY UNSYNCED DATA. CONTACT OUR SUPPORT TEAM ASAP TO HAVE THE SITUATION RESOLVED QUICKLY. YOU CAN REACH US AT 1-888-937-1077 x1 OR SUPPORT@ENCIRCLEAPP.COM.
Waiting to Sync
If you don't see a stuck sync error, then your device is simply waiting to sync. This means there's no error actively preventing the app from syncing; it's just slow to sync.
Why is my app slow to sync?
Slow syncing is usually due to one of these common reasons:
- You're in offline mode. Double-check your "Network Usage" mode and make sure you're either on Wi-Fi and Mobile Data or Wi-Fi Only.
- No/poor internet connection. The app relies on an internet connection to sync. So your sync speed depends on your connection quality. A poor signal means the app will sync more slowly. You can check your connection using our network diagnostic tool.
- The app is asleep. This is most common on iOS devices because of iOS's native battery-saving features. iOS will put apps to sleep shortly after the screen backlight turns off. When the app is put to sleep, it won't be able to sync.
The best workaround is to keep the app open and the screen on.
We recommend extending your auto-lock setting so your device stays awake longer. The more data you have to sync, the longer your device will need to stay awake.
To extend your auto-lock settings, follow these steps:
- Open Settings.
- Choose Display & Brightness.
- Choose Auto-Lock.
- Choose a longer setting.
You can switch it back to a lower setting after your data has synced, if desired.
Updated