Offline form data are not sycned

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    Asked on June 07, 2021 at 01:44 PM

    Hi Welvin,

    Thank you for the link. I will study it. But we are extremely nervous today because one of the team leads just reported that all the 46 entries she made today have not synchronised since she returned from the field more than 5 hours ago. I have looked at the submission table and confirmed that indeed only yesterday's entries (through internet access) are showing. We are extremely worried because the field location is very far in the hinterland and a repeat visit is near impossible. How can we get the info off her phone if it is not synchronising?


    Please find attached the error messages.

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    1623081659_60be42bbb8bef_WhatsApp Image

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    Answered on June 07, 2021 at 01:53 PM

    Thank you for the screenshots.

    The error is related to the offline form feature. But since she was able to open the form and submit it, I believe the data is there. Can you ask her to check if the submissions are saved but tagged as "Not Synced"? Offline form entries are saved in the form and viewable as well. They are sync automatically as soon as the device is connected to the internet.

    It is displayed like the following:


    I hope she can see the entries as Not Synced. Otherwise, this needs some further digging, and I can only hope the data is indeed there, waiting to be saved and synced.

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    Answered on June 09, 2021 at 01:34 AM

    Hi Welvin,
    These are all the screenshots from her phone. What do you make of them?

    1623216854_60c052d61a83b_WhatsApp Image1623216853_60c052d5c0e55_WhatsApp Image1623216853_60c052d5b65c4_WhatsApp Image

  • Profile Image
    Answered on June 09, 2021 at 06:35 AM


    Thanks for the additional details.

    Is it possible for her to connect to any other internet connection (like any other Wi-Fi provider or shared mobile data connection) and try to Sync data again?

    Please also ask her to try to make a test submission with an offline form and check if that new submission will be synced/sent to your account.

    Please check and let us know how it goes.

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    Answered on June 22, 2021 at 11:33 PM

    Sorry for the long delay in replying. She did that and there is no change. We have all but given up. Sad really.

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    Answered on June 23, 2021 at 06:49 AM

    Greetings and sorry for the inconvenience,

    Kindly confirm if the user was able to place a new submission? Did it go through? Is it possible to provide a short video of the issue? It will help us escalate the issue to our backend team so they can further investigate it.

    The video can be uploaded on platforms like Google, Dropbox etc and you can share its link here

    Looking forward to hearing from you.


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    Answered on June 28, 2021 at 02:15 AM

    Ok will do.