Reference
My work is not syncing
Clear the queue on this device so inspections, photos, and work saved offline reach the server.
Last updated: October 2026
What you'll need
| Tier | Any plan |
| Platform | Web app or the installed app, on the device that captured the work |
| Permission | None beyond the access you already use to do the work |
| Where | My Account, then Offline health, and the list badge on the record |
Work through these checks
- Reconnect to a stable network. Sync now stays disabled while the device is offline.
- Open My Account and find Offline health. The sync queue shows how many items are pending and how many have failed.
- On the inspection or work record, read the badge. Offline, Pending Sync, and Sync Failed all mean the server does not have it yet. A cleared badge means it has landed.
- Select Sync now when you are online and the button is available. It stays disabled while a sync is already running, or when nothing in the queue is ready. A pending item is ready after its wait has passed, and only for the first three attempts.
- For a row under Failed sync items, select Retry while you are online. Sync now does not pick up a failed row. Report copies a support reference your administrator can search in logs. Select Discard only after support confirms that item should be dropped. Discard removes it from this device and cannot be undone.
- If sign-out is refused, field work is still on the device. Stay signed in, retry the failed rows, and try sign-out again after the queue is empty. Signing out is also blocked while you are offline, so the next person on a shared device cannot upload your work.
Limitations
- A failed item is not sent by Sync now. Use Retry on that row.
- After three failed attempts the item leaves the active queue. It stays on the device with the dead letter badge, and still offers Retry, Report, and Discard.
- Discard deletes the unsynced copy on this device. It does not undo anything already accepted by the server.
- Work captured on another device is not in this queue. Prepare and sync on the device that holds the record.
Frequently asked questions
The badge still says Pending Sync after I reconnect.
The app retries on its own, then waits before the next attempt. Open Offline health and select Sync now once the button is available. If the row is under Failed sync items, use Retry instead.
How do I know the server has it?
The Offline, Pending Sync, or Sync Failed badge clears. Until then the record is only on this device.
Can I clear the browser to force a sync?
No. The unsynced copy lives in this browser. Clearing site data drops it. Use Retry or Report first.
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