This article explains what happens to work recorded offline when the app reconnects, including when another device changed the same record. It is for anyone who needs to confirm that their offline work was recorded.
What happens when you reconnect
When connectivity returns, the app sends your queued changes. Changes normally upload automatically in the background.
To review the upload queue on mobile:
- Tap the round cloud button at the top right of the header. If it is showing a status message, tap it once to shrink it, then tap it again.
- In Your changes, review the status card and the pending changes under Jobs and Other changes.
- Tap Upload now, or let the changes upload automatically.
- After nothing is waiting, tap Get latest data to pull a fresh copy.
The queue is available only on mobile. Each person can see only the queue on their own device.
When a Sync conflict notice appears
A Sync conflict notice appears only when the server refuses a queued change because the record was changed elsewhere. This can happen when a risk assessment, recommendation or attachment was changed on another device while you were offline, or when you completed a risk assessment that was already completed on another device.
- The newer version on the server remains.
- Your queued change is dropped.
- Your queued change is never retried.
- Nothing is merged.
The notice is the only sign that this queued work was dropped. Work you believe you saved on-site can therefore be absent after syncing.
A similar conflict can occur when you change an Activity's frequency to another Activity of the same type that already has that frequency on the item.
Important: job answers are not covered by the notice
Job answers do not use the conflict notice. If the same job was edited or completed on the web while you were offline, and the visit is still open, your queued answers overwrite the web answers silently as soon as they sync. No Sync conflict notice appears.
This means that the absence of a notice does not prove that the answers you entered offline are still the answers recorded on the job.
When the visit was signed off elsewhere
If the visit was already signed off on the web, your queued sign-off is not applied. Your queued job answers are refused unless you are a Manager or above. In that situation, you see Sync failed. You also see Visit sign-off failed, and your sign-off is not the one recorded.
A queued sign-off fails in the same way when the visit was signed off elsewhere, even if no job changes were waiting behind it.
Check what was actually recorded
After syncing, re-open the risk assessment, recommendation, attachment, job or visit and check the recorded information. If the work is missing or the recorded answers are not what you intended, redo it if it still matters.
For a more recent copy, use Get latest data after the pending changes have finished uploading. That option is unavailable while changes are waiting, an upload is running or the device is offline.
Avoid simultaneous editing
Avoid editing the same risk assessment on the web and in the app at the same time. The same record can be replaced when the offline queue is uploaded, and job answers can overwrite web changes silently.
If a queued change fails to upload
A failed upload is different from a conflict. Failed items appear in their own section in the sync-status sheet.
- Tap Retry on an item, or tap Retry failed to retry all temporary failures.
- If the item cannot be recovered and only Delete is offered, confirm the deletion only if you accept that the change will be permanently discarded.
Retry is available for temporary network or server errors. A permanent client error offers Delete because sending the same rejected data again would fail in the same way.