Troubleshooting: Why Isn't a Job Syncing to a Mobile Device?

It can be frustrating when a job doesn't appear on a mobile device as expected. There are a few common reasons why this might happen. Here are some troubleshooting steps to help you get to the bottom of it:

Required Completion Date (RCD)

Firstly, does the job have a Required Completion Date (RCD)? Jobs created without an RCD are considered "Provisional jobs," and these simply won't sync to a user's device.

Sync Period Settings

It's also worth checking if the RCD is outside of your 'sync period'. For example, if you've set a user to only receive jobs due within the next 30 days, and the job's RCD falls beyond that timeframe, it won't sync. You'll notice jobs outside this period have a grey RCD on the Desktop Job list.

You can easily adjust this sync period in the Preferences Menu, under the "Mobile Settings" section. Look for the option labelled "Days of Jobs on Device" – by default, this is usually set to 30 days.

Device Connectivity and Settings

Next, let's consider the device itself:

  • Data Connection: Does the device have a stable data connection? You can quickly check when the phone last synced on the main menu page of the app. A lack of signal is a common culprit.
  • Low Power/Energy Saving Mode: Ensure the device isn't in Low Power or Energy Saving mode. These modes often disable background services to conserve battery, which can slow down or even interrupt the syncing process.

Forcing a Manual Sync

If you've checked all the above points, mobile users can try to force the Syncer to retrieve any missing information. They can do this by holding down the orange "WP" logo at the top right of their app and selecting "Manual Sync" on iOS, or simply "Sync" on Android.

For more in-depth information on this process, our help page on "The Syncer" is an excellent resource.

If you tried these troubleshooting steps and are still having issues, please contact support on support@workpal.app