Most sync problems fall into a small number of causes. Work through these in order.
1. Is there actually a network?
A phone can show bars and still have no working data connection. Open a website to confirm.
2. Is the user signed in as themselves?
If a device was handed over without signing out, records may be queued against the previous user and will fail the geography check on upload. Sign out, sign in as the correct user, and sync again.
3. Has the assignment changed since last sign-in?
If a distributor was redeployed after their last sign-in, their queued records may reference a geography they are no longer assigned to. Have them sign in on a connection to refresh the assignment.
4. Are individual records failing validation?
Check the failed items list. Common causes:
- A date of birth in the future, or an age outside the eligibility window
- A household registered against a settlement that was removed from the hierarchy
- A dose recorded before the campaign cycle start date
These need correcting on the device before they will upload.
5. Is the server reachable?
If several devices in different locations all fail at once, the problem is more likely central than local. Check with your programme technology contact before troubleshooting individual devices.
What to include when you raise a ticket
- Device model and operating system version
- The username affected
- Number of pending records
- A screenshot of the failed items list
- Whether other users on other devices are also affected
Never uninstall the app or clear its data to try to fix a sync problem. Unsynced records are stored locally and clearing the app deletes them permanently.