Sync issues Troubleshooting

  • Updated

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.

  • Therefore, please check that battery saver/ power saver is turned off.mceclip3.png
  • To save your data on Skynamo, your devices storage space is used.
  • The app needs a minimum of 900mb to save data on your device.
  • Check your available storage space and delete apps and files until you have more than 900mb of free storage on your device.
  • Settings > Device Care/ Device Maintenance > Storagemceclip5.png

    Also check the following:

  • Ensure your time settings are set to 24-hour time (not 12-hour time)

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

  • Ensure to switch OFF Automatic Date & Time

     

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Another important step would be to turn off battery optimization for Skynamo:

 

Finally you can clear the cache for Skynamo.

Settings > Apps > Skynamo > Storage > “Clear cache”

 

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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)

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Please check that battery Low Power Mode is turned off.

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  • Ensure your time settings are set to 24-hour time (not 12-hour time)
  • Settings> General > Date and Time > 24-hour time
  • Ensure the "Set Automatically" is switched OFF

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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