Lost patrols upon returning to internet connection

Hi all, I ran into an issue lately with an NGO that is using SMART mobile offline during their patrols. They sync their data when returning to WiFi, which seems to be a common thing with long disconnected patrols in other organisations.

The problem that they had occurred after going into the field for some time. I think they might have had more than 5 patrols all queued in SMART mobile awaiting internet connection. When they returned to the office and tried to sync the data, they lost most of it (as in it never uploaded). I was able to check the device and there was no data remaining - so it should have been all be uploaded. I checked the Connect instance and could not find any evidence of the patrols that they had undertaken. Luckily they are newish to SMART and tend to take backup data of their patrols.

I have advised that they avoid having more than two patrols on a device before returning to WiFi.

Does anyone know if there is a hard limit? I just assumed that it was dependent on phone storage space. My thanks in advance.

Hi just checking back here. Has this happened to anyone else (I don’t mind comments about past versions). That org. is running 7.5.7.

Hey There

Apologies that there has been no response yet.
When sending data from SMART Mobile to the server is that export been completed without problem and now you are running into issues of the Data Q processing into the desktop software?

If its the data processing into the CA, then maybe you can try increase the highlighted settings to see if that helps.

Hi thanks for the reply. I wasn’t in the field with the organisation, but from what they are describing, about 10 patrols were made. When they returned to a wifi signal, only two of the patrols uploaded. I inspected the device and there was no data remaining in the project. So it was as if up to 8 patrols were lost from the upload queue.

There is no technical limit on the number of queued patrols.

If you can get a bug report from the device, all data should be recoverable. Maybe we can figure out what happened as well.

Cheers,
-Justin

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Thanks Justin. Especially for confirming what I suspected - no technical limit. I thought I had the bug report. I will try and obtain it and share.