Mobile Device Troubleshooting

The Issue

Users attempt to log in and sync, but they are met with an error message that prevents them from doing so. The issues that cause this to happen vary and reach across a wide range. This article will discuss ways that we can resolve these issues. 

If your users face the following issues, please see those specific 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

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. Completing these actions before we can assist you will delete the data we need to help you troubleshoot. If completing basic troubleshooting steps do 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 the login process.
   • 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, a new device type is suggested.
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   • GoCanvas may be outdated; please verify that GoCanvas on your device is up to date with the most current version available on your app store.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.