Known issue: SMART Mobile on Android not uploading to Connect

SMART Community Forum
1

Hi all,

We’ve identified an issue affecting SMART Mobile on Android devices that upload directly to SMART Connect. An Android system update can trigger the issue, and the symptom is that the device fails to upload data to Connect, even when the server is online.

This is fixed in SMART Mobile v6.12 and later. However, devices that are already affected cannot recover automatically, and the app will need to be deleted and reinstalled.

If your device is not uploading to Connect:

  1. Back up your data first: open Settings > Data archive > Backup
  2. Uninstall SMART Mobile
  3. Install version 6.12 or later
  4. Restore your backup and/or re-download your packages from Connect

If you have questions or run into problems, please reply in this thread. And please share this with anyone in your network who uses SMART Mobile with Connect.

3

Hi James

Thank you for the heads up, this bug is affecting a few of our devices. When I followed your steps, this returned an archive file containing a project.json metadata file, reporting 0 locations and 0 sightings. Similarly, when I went to Settings → Manage Backups → share backup (keep data for 90 days), this returned a file with no locations/sightings. I can see the data I am unable to upload to connect in my project history, but it is not reaching the data queue before the bug boots me out of the app. I have been able to recover this data via the bug report, but I just wanted to flag this here before anyone reinstalls without checking that their backup files contains their data.

Thank you, and let me know if you need my bug report and the two archive files to investigate further.

All the best
Mich

4

Hi Mich,

The backup is not strictly necessary, but it is important to get any data off your device before uninstalling a package.

My recommendation is:

  1. Install the latest build 615 - this addresses a data format problem we recently found with 612. You do not need to uninstall any old builds, just upgrade
  2. If your data is stuck on the device, use your project Settings → Recover Connect Data. This will get you a JSON file you can send to yourself and import manually.
  3. Uninstall and reinstall your Connect package in the usual way

From then on, everything will work properly.

If you feel you have lost data, please send me a bug report from the device.

Thanks,
-Justin