Overview & background
If you experience syncing issues - like plans that do not update, photos missing when you view your plans on the Fieldwire web app after adding them via the Android app, or any information that you're seeing on the web version that does match with the mobile version - please follow either the pertinent Download or Upload issue troubleshooting steps.
A "Download issue" is when information from your Fieldwire web app isn't syncing to your Fieldwire mobile app. An "Upload issue" is when information isn't syncing (uploading) from your mobile device to the Fieldwire web app.
- What to check before Troubleshooting
- How to Troubleshoot Download issues
- How to Troubleshoot Upload issues
What to check before Troubleshooting
1. Ensure that your device is running the device OS and the latest version of Fieldwire.
To confirm the latest OS and Fieldwire app versions, refer to this article:
Am I using the most up to date Mobile Operating System and App version for Fieldwire?
To check the Operating System on your device, head to your device settings, select 'System' and choose 'System Update':
Note: Settings will differ depending on the Android device.
To check the version of Fieldwire you are running, open your Fieldwire App and select 'Support' at the top right of your Projects Dashboard:
Note: If the Fieldwire app needs an update it will state UPDATE instead of OPEN when you search for 'Fieldwire' on the Google Play Store. Be sure to click UPDATE whenever it shows up here.
2. Ensure that you are logged into the correct account
Some companies or jobsites will have users share their devices - if you notice any synchronization issues, confirm that you're logged into the correct account. You can confirm which account you're logged into on Android from the 'Support' option:
If you're on the web, you can confirm the account you're logged into under the 'Profile settings' option:
3. Ensure that your device has enough storage space
On an Android smartphone or tablet, we recommend that you allot 3-6GB of the storage device on your device for Fieldwire to sync at optimal speeds. We tend to recommend using Fieldwire on mobile devices with more than 30GB of storage - 64GB is generally enough, even for those on multiple projects with several thousand sheets.
Please refer to this article for additional guidelines on how Fieldwire stores project content on your device: Does my mobile device have enough date capacity and available storage?
Troubleshoot Syncing issues on Android Devices
How to Troubleshoot Download issues
Step 1: Disable Smart Synchronization on your device. From the 'Profile' option on the Project Dashboard, choose to disable 'Smart Synchronization' - This will help the efficacy of the following steps:
Step 2: Remove any projects you are not actively working on. From the 'Settings' tab, in a project, you can choose to 'Remove [the project] from [the] device' - The 'Remove from project' option will NOT remove your access to the project, but it will disable the project on your device, freeing up storage space. This will help free up information for new content to download, and will reduce the size of the syncing queue, which could result in more expeditious syncing:
Tip: If this is a download issue, you can remove the problematic project and re-enable it as an additional troubleshooting step. If this is an upload issue, do not remove the project or you will lose the unsynced information.
Refresh the screen - Within the Fieldwire app, or from the Project Dashboard, go to the 'Plans,' 'Tasks,' or project list page and use your finger to swipe down the screen - or from the 'Project Dashboard' choose the 'menu' option and choose to 'refresh' the page - You should see a blue bar moving along the top of the screen:
Tip: Close all other apps that are running in the background.
If none of the above resolve the issue, then please uninstall and reinstall the Fieldwire app.
How to Troubleshoot Upload issues
Step 1: Follow Steps 1-3 of the Download Troubleshooting Steps.
Step 2: Connect to a different wifi network, preferably with Upload Speeds of >20Mbps.
The information should begin to sync again. If this does not, contact email@example.com.
If this is an upload issue, do not uninstall the Fieldwire app or you will lose the unsynced information.