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Troubleshooting Synching Issues
Troubleshooting Synching Issues

Device not synching or stuck somewhere in the sync process? Follow the steps below to help resolve the problem

Charlotte Rimmer avatar
Written by Charlotte Rimmer
Updated over a week ago

Initial Checks

  1. Check that your device is connected either to working WiFi or cellular data. The WiFi/data may be poor and cause sync problems. Remember, you can continue to use Zuant completely offline, and we can retrieve any missing badge data post-show. If the internet goes down, continue to capture leads as normal and re-sync once connected back up again.

  2. Check the device is running the most up-to-date version of the app. This can be done by going to the main Zuant screen (where you see Events and Showroom) and tapping on the three lines at the top right to open the menu. The version number is at the very bottom of this section. If you are not running the latest version, you will need to update the app via the App/Play Store. You MUST NOT delete the app if any leads have been captured, as data may be lost otherwise.

Device Stuck at 0%

  1. This could be due to a user’s password being changed while the user was already logged in to the app.

    If you are a Power User, confirm the credentials being used and then attempt to update the user in Cloud with the SAME credentials. If you get the “credentials must be unique” message, then the credentials are correct, and a password change is not the issue.

    If you have been able to update the password successfully, then have the user log out of the app, log back in with the new password and attempt to sync.

  2. Sometimes, if the device is set to a date/time that doesn’t match the timestamps within the Zuant server, this can cause the app to get stuck. This could be at 0% or any other sync interval.

    You will need to adjust the device to the correct time zone. On iOS, go to Settings, choose General > Date & Time, and set this to Automatic. Then attempt to re-sync.

If you have checked all of the above and are still having issues, then please follow the next steps below and contact your Customer Success Manager with this information

Next Steps

  1. Please provide screenshots of the following:

    The main sync screen showing where the device is getting 'stuck'

    The Sync Statistics Screen (this can be accessed by tapping the 'i' in a circle in the top right corner of the main sync screen

    Please expand the problem section/s within the Sync Statistics Screen so that we have more visibility and take a screenshot

  2. Send a Diagnostic Report:

    Go to the home screen of the app (where you see the coloured blocks for Events and Showroom) and tap on the three lines to the top right of the screen

    Tap the little 'i' in a circle next to the version number at the bottom of the screen

    Click "Send diagnostic report"

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