Offline Troubleshooting (Mobile)
Overview
If you create or edit a form while you have limited or no data connection, it may not fully sync with the server right away. Until it syncs, the form, or parts of it, stays on your device only and isn't visible to anyone else. This article covers how to spot an unsynced item and how to resync it.
Step-by-Step Instructions
Identify an unsynced form
Look for a red badge on the form in your list:
- A red cloud with an exclamation mark means the form was not uploaded.
- A red circular sync icon with an exclamation mark means the form has not yet finished syncing.
Resync a specific form
- Open the form showing the sync issue.
- Tap More in the toolbar, then tap Support.
- Tap Resubmit Form to try syncing it again.
- If that doesn't resolve it, tap Manage Unsynced Changes to view and manage what's stuck, specifically for this form.
View everything that's unsynced
This gives you a global view across everything on your device, not just forms: forms, asset logs, signed documents, notifications and actions, and signatures. From here you can view unsynced items, retry syncing, or delete corrupted data if needed.
Warning: Deleting unsynced data from here removes it from your device permanently. Only delete an item if you're sure it's corrupted or no longer needed.
What Happens Next
Once a form or item successfully syncs, its icon disappears and it becomes visible to anyone else with access to it, just like anything else in Salus. If a resync attempt fails repeatedly, that's a sign to reach out to Support rather than keep retrying.
Frequently Asked Questions
What's the difference between the two sync icons?
The red cloud with an exclamation mark means the form never uploaded. The red circular sync icon with an exclamation mark means it's partway through syncing but hasn't finished.
What's the difference between Resubmit Form and Manage Unsynced Changes?
Resubmit Form simply tries syncing that form again. Manage Unsynced Changes lets you view and manage exactly what's stuck for that specific form.
Where can I see everything unsynced, not just one form?
Go to My Toolkit > Help and Support. This global view covers forms, asset logs, signed documents, notifications and actions, and signatures.
Is it safe to delete unsynced data?
Only delete an item if you're confident it's corrupted or no longer needed. Deleting removes it from your device permanently.
Does Report an Issue help with sync problems?
No, Report an Issue is a separate option, unrelated to syncing.