Hi SMART Forum,
My field team is experiencing an issue when trying to export data from SMART Mobile to the desktop on two separate devices. When attempting to export, the devices show a “Connection Failed” message, even when not pugged in.
We’ve already tried the following troubleshooting steps:
- Restarting both the mobile devices
- Using different USB cables and ports
- Confirming that the correct project is loaded on both devices and desktop
This is the first time we’ve encountered this problem.
Screenshots and bug reports are attached for reference.
Any insights or suggestions would be greatly appreciated.
BugReport-1_Dedre_HCS.zip (2.8 MB)
One bug report is 4.4mb and will not allow me to upload.
Hi Kelly,
It looks like SMART desktop may not be detecting the device. Most commonly this issue occurs due to poor connection (i.e. phone is not in “file transfer mode” or the data cable is broken etc. but I appreciate you’ve already explored these).
When connecting to your computer are you able to see that the device is connected / do you have access to the files on the device? If so, you can try to check the SMARTdata folder and manually import them to SMART desktop from here.
If this works, afterwards, I’d recommend checking you’re using the latest version (v.562) as this includes bug fixes.
Failing this… I’m not an expert in debugging the reports but it looks to me like there could be an issue aligning the data in the device / configured model with the data model in desktop. Is it possible the data model has been modified? If so, this could be blocking the import but I think a connection issues is most likely.
Cheers,
Alex
Hi Alex,
Thanks so much for getting back to me. We managed to save the data this morning, thank goodness!
We believe this was most likely a bug.
Even when trying to recover the patrols by plugging the device directly into the laptop, the patrols weren’t showing , it was as if they weren’t compressing/preparing for export.
Interestingly, although the device wasn’t connected to SMART Connect in any way, my team member managed to recover the data via the ‘Recover from Connect Data’ option, which then aloud her to import to desktop via cable, which doesn’t really make sense. And no changes have been to the Data Model. But, long story short, we’ve successfully retrieved the data.
The team will factory reset the two devices that experienced the issue and upload the new APK file, and we plan to do the same to all devices in the field. However, I wasn’t able to find version v562 on the SMART website, could you please send this to me?
Many thanks,
Kelly
Glad to hear it worked out, Kelly.
“Recover Connect data” should only ever be available when you are using Connect. I would be interested in a bug report from that device.
After the data is exported, you can see it from the “Exported data” page (off the SMART Settings page). If you are having trouble with cables, you can share it using another channel and then import the JSON file manually.
In recent builds we have an option off the Main app settings page → Data archive → Manage backups. This gives you yet another way to prevent data loss.
You can always get the latest version of SMART Mobile from here:
Download | CyberTracker Wiki
However, the store version is generally recommended as that will always be up to date.
Cheers,
-Justin
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