FieldKo’s mobile app is designed to work both online and offline, automatically syncing your data with the cloud (Salesforce) whenever it has connectivity. However, there may be times when you notice that your records (such as visits, forms, or other updates) aren’t syncing or the sync process appears stuck.
Maybe you completed some work on your device and it hasn’t shown up in the web app, or the app shows a syncing spinner that doesn’t finish. Don’t worry – if your data isn’t syncing properly, there are some simple troubleshooting steps you can try on your mobile device to get things back on track.
Steps to Fix Sync Issues
Often, sync problems can be resolved by forcing the app to fully refresh its connection and data. We recommend the following sequence to clear out any stuck data and re-sync your FieldKo app:
Perform a “Reset Sync” in the FieldKo app. Open the FieldKo mobile app and go to the app menu (for example, tap the menu icon ☰ in the corner). Find and tap Reset Sync. It may take a couple of minutes as it resets the sync state.
Log out of the app. Once the Reset Sync is done (or if it doesn’t seem to complete, proceed anyway), log out of your FieldKo account on the mobile app. You can usually log out via the app menu (look for a Log Out option in Settings or at the bottom of the menu). Ensure you confirm any prompts to fully sign out.
Completely close the FieldKo app. After logging out, force close the app on your device. This step is important to stop any background process. On most phones, you can force close by swiping the app away from the recent apps list (on iPhone, swipe up from the bottom and flick the FieldKo app off the screen; on Android, use the Recent Apps overview and swipe it away or use the “Force Stop” option in Settings if necessary). Make sure the FieldKo app is not running at all in the background.
Relaunch FieldKo and log back in. Open the FieldKo app again by tapping its icon. Log in with your username and password as usual. The app will load your data from Salesforce. Give it a moment to initialise.
Run “Reset Sync” one more time. After logging in fresh, go to the menu and tap Sync and then click Reset Sync again. This second sync reset ensures that your device fully synchronises with the cloud, now that you have a clean session. The app will try to pull down all the latest data from the server and push up any pending changes from your device.
Verify your records. Once the sync completes, check if the previously stuck or unsynced records have gone through. For example, if you had a visit report that wasn’t showing up, see if it appears on the web dashboard now, or if a form you submitted is marked as synced. In the app, you might see status indicators (like a checkmark or the absence of the “sync” icon) indicating the data has synced.
By performing the above steps, you essentially force a full refresh of the FieldKo mobile app’s data. This two-stage approach (reset sync, relogin, reset sync again) often clears up any lingering sync issues. It addresses both any temporary glitch in the local app and ensures a fresh reconnection to the server.
Additional tips:
Stable Connection: Make sure you have a reliable internet connection while syncing. If you’re on cellular data, ensure you have decent coverage; on Wi-Fi, ensure the network is working. A very poor or dropping connection can cause sync to hang or fail.
Time for Sync: After doing a reset sync, give the app a bit of time to process. If you have a lot of data, the sync might take a couple of minutes. Avoid navigating away or doing too many actions during the sync. You can usually continue using the app, but try to stay on a stable connection until sync finishes.
When to Contact Support
If you’ve tried the above steps and records still won’t sync or keep getting stuck, it may indicate a deeper issue. For example, there could be a specific error with a particular record, an issue with your user account, or a bug affecting the sync process.
Here’s what to do if the problem persists:
Try one more time: It can be worth repeating the reset-and-sync process one more time to be absolutely sure. Occasionally, doing the sequence twice ensures everything is fully cleared.
Check for app updates: Ensure you are using the latest version of the FieldKo mobile app. An outdated app might have known sync issues that are fixed in an update. If an update is available in the App Store or Google Play, install it and then try syncing again.
Contact FieldKo Support: If after all attempts your data still isn’t syncing correctly, it’s time to get in touch with our support team. You can reach out to FieldKo Support (for example, via WhatsApp by clicking here or by emailing [email protected]) and let them know you’re experiencing mobile sync issues. Provide details such as your username, the type of record that won’t sync, and any error messages you saw. Our support team can investigate server logs and help resolve issues that can’t be fixed through the app alone.
Remember, sync issues are usually temporary and can be resolved with the steps above. FieldKo is built to cache data offline and synchronise when possible, so your work is not lost even if sync is delayed. By doing a manual Reset Sync and login cycle, you’re giving the app a fresh start to catch up with the server.
We’re here to help if something still isn’t working – don’t hesitate to contact support so we can ensure your FieldKo mobile app is syncing smoothly again.