PC 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
   • By restart, I mean 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 using an ethernet cord or your signal strength. The Wi-Fi signal may drop during the process and return, making it unstable.
   • To manually Sync, once you have logged in, click the Sync Icon in the top right 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 work, too, but if another device has the same issue, it is suggested that you try a new device type.
4. Update GoCanvas
   • To download the newest version, please go to gocanvas.com/m
   • Once you finish the download, please run the installation file.
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.