I recently tried to import data from SMART mobile into SMART desktop by plugging in the phone to the laptop. I pressed import and then after a few minutes it said ‘not responding’ with an option to wait for program or end program. I waited for program and still didn’t do anything then I eventually ended the program and reopened SMART. I went to import again and it only imported the same days data that was collected when it should have imported data for 18 days. I have searched on the device in internal storage and in SMART mobile but there is no data. I have searched for orphan data all over the laptop but there is nothing. Any advice?
Sorry to hear of your issue. As you may already know, SMART Mobile will clear data after import so it appears that SMART Mobile was given the signal that the data was imported but the software (or OS) crashed during import and did not manage to create these patrols. This may sadly mean that the data was lost.
However, it’s possible the data is stuck in the device. In the settings of the Mobile package have you already checked the “exported data” option to see if any JSON data is actually remaining on the device?
If so, and the issue is simply that the direct import functionality isn’t working for the data, you can share this data and import it manually.
I’m afraid this may mean the data is lost. I would do some desk testing to see if the error repeats and whether it is associated with any particular devices before continuing with data collection.
However, if you can please share the error log from SMART desktop (see help menu) along with a bug reg from SMART Mobile (see settings) we may be able to determine what happened.
Thank you. I have shared the desktop error log. When I go to share/save the SMART mobile log, there is nothing there Dekstop error log 16 10 2023.txt (1.9 MB)
You can check your archive folder on the desktop. If the system attempted to process a smart mobile file and failed, it should go into that archive folder which you can see under “field data” ->“Smart Mobile”->“Import”
The SMART Mobile bug report contains backup information we can use to reconstruct your data. We should be able to use it to figure out what happened as well.
Sorry, every time I sent the bug report from SMART mobile to my email, there was nothing attached. It was a blank email. I have just tried to send it through Whatsapp and it worked. Turns out the zip file was too big to send through email and too big to send through this forum. How would you like for me to send it?
