Sync issues Troubleshooting

One of Skynamo’s greatest strengths is our ability to function fully when there is no internet connectivity.

All data is stored locally on the device until an internet connection is restored and the data can be sent up to Skynamo's cloud servers.

Skynamo can function without internet activity, however if the application is without connectivity for more than 2 hours, the following error messages might appear:

Steps for Android devices:

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All interactions and visits can still be successfully completed, the data is just stored on the device and uploaded to the server at a later stage.

If you have received an error message as above, please perform the following troubleshooting checks.

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  • Please ensure you have Wi-Fi connection or that your Mobile data is turned on.
    • Mobile Data (on) / Wi-Fi (on)
    • If you are not in a Wi-Fi zone you can switch this off if you know you do have Mobile data
  • Check that the flight mode is turned “off”
    • Flight Mode (off)
  • To refresh your data settings, turn your data off and on again
  • Check that you are connected to the internet by trying to “Google” a word eg."Weather" mceclip2.png
  • If the “Google” page does not load or gives the ‘no internet connection’ message, check your device data balance.

 

 

Skynamo relies on many services and functions on your device and to work optimally it must not be restricted.

#1: Make sure your Skynamo app is up to date:

- Go to your Google Play Store > Search for Skynamo > Click on Skynamo > Click on the green Update button if there is one:

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If it simply says "Open", then your Skynamo app is up to date

 

#2: Check that your battery saver/power-saving mode is turned OFF:

-Settings > Battery and Device Care/ Device Maintenance > Battery > Power-saving (OFF)

 

#3: Check your available storage space and delete apps and files until you have more than 2GB of free storage on your device:

- Settings > Battery and Device Care/ Device Maintenance > Storage > Available space > Ensure that you have at least 2 GB of space available

 

#4: Ensure battery optimization for Skynamo is turned OFF:

-Settings > Apps/Application Manager > Skynamo > Battery > Optimize battery usage > All apps > Skynamo > Not Optimized:

 

 

 

OR

-Settings > Apps/Application Manager > Skynamo > Battery > Unrestricted

 

To see how to switch OFF battery optimization for Lenovo, click here. 

 

#5: Clear your cache for Skynamo:

- Settings  > Apps/Application Manager > Skynamo > Storage > Clear cache

 

#6: Ensure that your device's software is up to date:

-Settings > Software Update > Download and install > Install the update if one is available

 

Steps for iOS devices:

When the application is not syncing it will display the number of items to still sync. To manually sync: Tap on “Synchronize now”

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Please perform the following troubleshooting checks.

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  • Please ensure you have Wi-Fi connection or that your mobile data is turned on.
    • Mobile Data (on) / Wi-Fi (on)
    • If you are not in a Wi-Fi zone you can switch this off if you know you do have Mobile data
  • Check that the Airplane mode is turned “off”
    • Airplane Mode (off)

 

Check the Settings on your device:

#1: Please check that battery Low Power Mode is turned off:

Settings > Battery > Switch Low power mode OFF

 

#2: Ensure your time settings are set to 24-hour time (not 12-hour time):

  • Settings> General > Date and Time > 24-hour time

 

 

#3: Ensure that your device's software is up to date:

Settings > General > Software update > Download and install (if an update is available):

 

#4: Check that your device has sufficient storage space. You will need at least 2GB of available storage space:

Settings > General > IPad/iPhone storage > Ensure at least 2 GB of space is Available:

 

-If you do not have at least 2 GB of storage space  available, please delete any unwanted apps, photos, videos, documents, etc. from the device until 2GB becomes available

 

#5: Ensure background app refresh is switched on:

Settings > General > Background app refresh > Ensure that it is on and that it is switched on for Skynamo:

 

#6: Ensure Skynamo settings are correct:

-Settings > Skynamo > Location on Always

-Settings > Skynamo > Motion and Fitness ON

-Settings > Skynamo > Background app refresh ON

 

VERY IMPORTANT: Once you have performed the above checks, please restart your device to ensure all changes are being implemented.

 

To watch a quick demo, click the link below:

https://academy.skynamo.com/mod/resource/view.php?id=820&forceview=1

 

If none of these steps work to get you in sync then please contact Support on:

SA - +27 861 345 345

UK – +44 203 150 0217

USA - +1 917 242 3582

email support@skynamo.com

 

 

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    Siphamandla Zulu

    Hi mine it doesn't gives me any message, I write all my reports and press finish but manager doesn't get any feedback

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