Mobile Device Troubleshooting

The Issue

Users attempt to log in and sync, but encounter an error that prevents them from doing so. The issues that cause this to happen vary widely. This article will discuss ways that we can resolve these issues. 

If the following issues occur, please see the corresponding help articles. These issues need to be resolved in a unique way that does not include the user's device.

• No Content 204 Error 
• Reference Data 3000 Error
• User Disabled
• User Not Found
• Invalid Password

Error -1 

Error -1 is an error that signifies an issue with your account. Usually, it is because the account is an expired trial account, and you are trying to log in with it. If this is the case, the only way to log in is to have an account created with your company or to purchase a subscription for your account.

The resolution

Device issues can often be resolved by restarting the device, trying a different device, or updating GoCanvas. Please DO NOT have your users Clear Data or Reinstall GoCanvas, as doing so will delete the data we need to help you troubleshoot. If completing basic troubleshooting steps does not resolve your issue, please contact Support. 

Step by Step

1. Restart the Device
   • Restart means shutting the device down, waiting 30 seconds, and then turning it back on.
2. Verify the device has a STRONG signal and manually Sync
   • Connect to Wi-Fi if possible. Mobile Data may drop during the process and return, making it unstable.
   • To manually sync, once you have logged in, tap the Sync Icon in the corner. It looks like a refresh symbol. Do this even if you completed a sync during login.
   • Completing a Sync may download data you didn't have before, which could help resolve the issue.
3. Try a new device
   • This may be an isolated issue with a specific device or device type. Another device of the same make would also work, but if you find the other device has the same problem, we suggest a new device type.
4. Update GoCanvas
   • GoCanvas may be outdated; please verify that GoCanvas on your device is up to date with the most current version available on your app store.
5. On the device that is having the issues, go into settings and select the option Contact Support
   • Here, you will provide a brief description of the issue. 
     • What is the issue?
     • When did it happen?
   • Contacting us this way will also provide us with the device logs, letting us know what has been happening in GoCanvas on that device. This can give us invaluable information to troubleshoot.