Good day,
One of the user’s data is not being exported from his phone. He gets the error message “Connexion Problem. Failure to connect. Try again later”. Normally for that CA, data should export automatically every 20mn when there is a connection. He has data that he logged 2 weeks ago that still has not gone through although he has a stable internet connection. How can we solve this please?
Thank you.
Hi Marine,
I’m not sure what is causing the connection issue but here are my thoughts on how to address this:
-
Get the existing data from the phone: On the device, open the patrol package, open settings and view “exported data”. This should show you a list of data collected and awaiting import. You can manually share each patrol here. Select the data, share (via email, WhatsApp etc.) and manually import the data to your SMART software.
-
Fix the app: once you have recovered all the data from the device, on the phone, uninstall the SMART Mobile app, then reinstall it from the app store. Make sure to provide all the necessary permissions to SMART Mobile.
-
Re-install the patrol package & test data upload to make sure it is working as expected before returning the device to the field.
If the problem persists on this device, but works on other devices, the device may be the issue.
Cheers,
Alex
Hi Alex,
Thank you for getting back to me.
I did a test on one of the CA by logging an incidental incident and I did not click on “Export data” as my user cannot export (i.e. it says blue and when he clicks he gets the error message). Therefore, when I check on “Exported data”, it’s not there which makes sense.
The CA works on my device though so I asked the user to check if he can do an update.
The user clicked on recover connect data and then he was able to export data but I have not received them on my side and they are not under Exported data, nor under history. They are just gone…
Hi Marine,
Once you used the option to “recover connect data” you’ll need to connect the device to your computer to import the data.
You can try to do the direct “import from device”. Failing this, you can search the devices root folder to find the data packages and import from file.
As mentioned, once we do this, let’s reexport the SM package and test the upload before returning the device to the field.
Cheers,
Alex