Understanding Data Synchronization

Overview 

Data synchronization ensures that records captured in the field (e.g., via a mobile tablet or EHR app) are successfully uploaded to the central cloud database. Use this guide if you notice a "Sync Pending" status or missing records in the web portal.

Identifying the Issue Check the Sync Status Icon in the top right corner of your application:

• Green Check: Fully synchronized.

• Amber Arrows: Sync in progress.

• Red Exclamation: Sync failed/Network error.

Recommended Troubleshooting Steps

1. Check Connectivity: Ensure the device is connected to a stable Wi-Fi or LTE network. Note: VPNs or strict firewalls in some hospital bays may block the sync port.

2. Manual Sync Trigger: Go to Settings > Account > Sync Now. This forces the application to re-attempt the handshake with the server.

3. Verify SSO Status: If your agency uses Azure SSO, your session may have expired. Log out and log back in to refresh your security token.

4. App Update Check: Ensure you are running the latest version of the software. Outdated versions may have deprecated sync protocols.

When to Contact Support 

If the red exclamation point persists after a manual sync and a reboot, please create a support case. To expedite your request, please include:

• The Device ID found in the "About" menu.

• The specific Incident Number(s) that are failing to sync.

• A screenshot of the error message, if visible.