Troubleshooting

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You can refer to the Troubleshooting guide below to help resolve common issues:
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[av_heading heading=\’Synchronisation messages\’ tag=\’h3\’ link=\’\’ link_target=\’\’ style=\’blockquote modern-quote\’ size=\’\’ subheading_active=\’\’ subheading_size=\’\’ margin=\’\’ padding=\’10\’ icon_padding=\’10\’ color=\’\’ custom_font=\’\’ icon_color=\’\’ show_icon=\’\’ icon=\’ue800\’ font=\’\’ icon_size=\’\’ custom_class=\’\’ id=\’\’ admin_preview_bg=\’\’ av-desktop-hide=\’\’ av-medium-hide=\’\’ av-small-hide=\’\’ av-mini-hide=\’\’ av-medium-font-size-title=\’\’ av-small-font-size-title=\’\’ av-mini-font-size-title=\’\’ av-medium-font-size=\’\’ av-small-font-size=\’\’ av-mini-font-size=\’\’ av-medium-font-size-1=\’\’ av-small-font-size-1=\’\’ av-mini-font-size-1=\’\’ av_uid=\’av-2eam0s\’][/av_heading]

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At the bottom of the \’Apps\’ list shows the status of the last synchronisation.

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If you experience any issues with synchronisation, refer to the message below. This provides a description of the message and the potential resolution.
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[av_toggle title=\’Updating User Data\’ tags=\’\’ custom_id=\’\’ av_uid=\’av-azhfwc\’]
Sync in progress and awaiting completion.
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[av_toggle title=\’Last Updated (Date & Time)\’ tags=\’\’ custom_id=\’\’ av_uid=\’av-8gg1sc\’]
Sync completed successfully at date/time shown.
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[av_toggle title=\’Unable to sync – no network\’ tags=\’\’ custom_id=\’\’ av_uid=\’av-889c7w\’]
AppCan XP unable to sync due to no network connection available.

Resolution: Check device has connectivity (WiFi, 4G) and resync.
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[av_toggle title=\’Sync Failure – Network connection interrupted\’ tags=\’\’ custom_id=\’\’ av_uid=\’av-6gtlpo\’]
AppCan XP unable to complete sync due to network connection lost.

Resolution: Check device has connectivity (WiFi, 4G) and resync
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[av_toggle title=\’Sync Failure – Unauthorised\’ tags=\’\’ custom_id=\’\’ av_uid=\’av-4hd5os\’]
Potential permissions issue, user not authenticated due to incorrect password.

Resolution: Log out of AppCan XP and log in again. If sync failure continues to show, contact AppCan support.
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[av_toggle title=\’Unexpected Sync Failure\’ tags=\’\’ custom_id=\’\’ av_uid=\’av-34gtrw\’]
AppCan XP unable to complete sync due to server side error

Resolution: Log out of AppCan XP and log in again. If sync failure continues to show, contact AppCan support
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Make sure \’Location\’ services are enabled on your device.
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[av_heading heading=\’Data Recovery Message\’ tag=\’h3\’ style=\’blockquote modern-quote\’ subheading_active=\’\’ show_icon=\’\’ icon=\’ue800\’ font=\’\’ size=\’\’ av-medium-font-size-title=\’\’ av-small-font-size-title=\’\’ av-mini-font-size-title=\’\’ subheading_size=\’\’ av-medium-font-size=\’\’ av-small-font-size=\’\’ av-mini-font-size=\’\’ icon_size=\’\’ av-medium-font-size-1=\’\’ av-small-font-size-1=\’\’ av-mini-font-size-1=\’\’ color=\’\’ custom_font=\’\’ icon_color=\’\’ margin=\’\’ margin_sync=\’true\’ padding=\’10\’ icon_padding=\’10\’ link=\’\’ link_target=\’\’ id=\’\’ custom_class=\’\’ av_uid=\’av-kkvpdvk6\’ admin_preview_bg=\’\’][/av_heading]

We have built in ‘Data Recovery’ functionality, to prevent loss of Data Collector records.

This message should never appear if the record has been closed in a controlled manor, but could occur, for instance, if the device was powered down before a record was submitted / saved, or switching to another application without exiting the record submission.

Clicking on ‘Load’ will restore the record, and clicking on ‘Abandon’ will delete the record.

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AppCan Support