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 iOS 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 iOS and Fieldwire iOS 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 iOS of your device, go to the device settings, select 'General' and 'Software Update':
To check the version of Fieldwire you are running, open your Fieldwire App, then select 'Support' at the bottom of your Project Dashboard:
The version of Fieldwire currently on your mobile device is indicated under 'App Info':
Note: Check this article to see the current version of Fieldwire. If the app needs an update it will state 'UPDATE' instead of 'OPEN' when you search for 'Fieldwire' on the App Store. Always choose to 'UPDATE'.
2. Ensure that you are logged into the correct account
Some companies or job sites 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 iOS from the 'Profile' option:
If you're on the web, you can confirm the account you're logged into under the 'Profile settings' option:
If you captured photos on Device A while logged into Account A, but are not seeing these photos on the web, you'll need to go through the upload troubleshooting steps on Device A, while logged in under Account A.
3. Ensure that your device has enough storage space
On an iOS 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 iOS devices
How to Troubleshoot Download issues
Try each of these quick fixes in succession: if #1 doesn't fix your issue, try #2, and so forth
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: Log out and log back in - At the bottom of the project dashboard on your mobile device, there are three buttons: "Profile", "Support", and "Log out". When experiencing syncing issues in iOS, it is crucial that you click the "Log out" button and then log back in. Doing this clears up any potential authentication based syncing issues. This is the most important step when troubleshooting sync issues
Step 3: 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.
Step 4: Ensure 'Background App Refresh' is enabled - In the Settings of your iOS device, you'll see that there's a new permission for "Background App Refresh". This option allows the Fieldwire iOS app on your device to sync with the Web even when the Fieldwire app isn't open. However, in order for the Fieldwire app to sync in the background, your device needs to be connected to power and the Fieldwire app needs to be open in the background (not force closed). You can have your device locked or you can be using another app on your iOS device and the Fieldwire app will still sync in the background.
Note: If you have your iOS device set to "Low Power Mode" the background app refresh will automatically be turned off.
Step 5: Refresh the screen - Within the Fieldwire app, go to the contingent 'Plans,' 'Tasks,' or 'Project' list tab and use your finger to swipe down the screen. That should refresh the app. You should see a blue bar moving along the top of the screen, indicating that your mobile project data is syncing to the web:
Step 6: Restart the device - To do so, follow these specific steps:
- Go to your iOS device's 'Settings'
- Click 'General'
- Click 'Shut down'
- Slide your finger to turn off the device
- Turn the device back on
Step 7: Re-sync the Project by using the 'Force Downloads' function
Important: Performing this action will remove and replace all the Fieldwire information on your mobile device for all of the projects you have synched to it. We recommend you only take this action if you have time to re-download all that content, and you must be connected to WiFi if you want to avoid using a substantial amount of your mobile data. Keep the app open while the data is repopulating.
- You will not lose any new data that has not yet synced.
- Depending on the number of projects and the amount of data in each project, this can last 12+ hours.
- Keep the Fieldwire app open on the device during this process. Prior to selecting 'Force Downloads', adjust the auto-lock settings on your device (Settings > Display & Brightness > Auto-Lock > Never).
Click your project name in the upper-left to get to your all-Projects Dashboard:
Click 'Force Downloads' at the bottom of the Support page:
Note: If you select the 'Version' option after "Force Downloads" you will see the logs to indicate that content is downloading to your device:
If none of the above resolve the issue, then please uninstall and reinstall the Fieldwire app.
How to Troubleshoot Upload issues
Step 1: Try the 'Download' troubleshooting steps 1 through 6.
Step 2: Brute-upload the content through the 'Force Upload' option under the 'Support' tab.
Important: This is a Debug tool. You must be connected to WiFi to avoid using a substantial amount of your mobile data. Keep the app open while the data is repopulating. Adjust the auto-lock settings on your iPad prior to selecting this tool. (Settings > Display & Brightness > Auto-Lock > Never)
Go to the 'Support' Tab
Select 'Force Uploads'
Step 3: Reset Network Settings
If you experience synchronization issues, resetting your device's network settings serves as a great 'catch-all' remedy.
To Reset Network Settings perform the following steps:
(Settings > General > Reset > Reset Network settings)
After you reset your network settings, try Steps 1-2 of Upload Troubleshooting. You can also adjust your auto-lock settings and select 'Force Uploads' again. 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.