When your sync queue isn't going down, that means your device is having trouble syncing. This means your device is either stuck (less likely) or waiting to sync (more likely).
In this article:
A Stuck Sync occurs is 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 error is resolved.
DO NOT UN-INSTALL YOUR MOBILE APP - THIS WILL CAUSE A PERMANENT LOSS OF ANY UN-SYNCED 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 in WiFi + Data or WiFi Only mode.
- No/poor internet connection. The app relies on an internet connection to sync. So your sync speed is dependent on the quality of your connection. A poor signal means the app will be slower to sync. You can check your connection using our network diagnostic tool.
- The app is asleep. This is most common with iOS devices due to iOS's native battery-saving features. The iOS operating system will put all apps to sleep shortly after the screen backlight goes off. When the app is put to sleep, it won't be able to sync.
The best way around this is to make sure that the app stays open and the screen stays turned on.
We recommend that you extend your auto-lock setting so that 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 the Settings.
- Choose Display & Brightness.
- Choose Auto-Lock.
- Choose a longer setting.
You can switch it back to a lower setting after you're all synced down if desired.
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