Reference Data Error (3000)

The Issue

Users log in and are met with the Reference Data Error (3000). This error prevents them from syncing and, in turn, from completing their tasks. The only way to resolve this issue is for an admin to correct the reference data error.

The Resolution

An Admin or Designer must log into gocanvas.com to correct the reference data errors. If you recently updated your reference data, it is possible that the uploaded data was not formatted correctly. Downloading that file from your Reference Data and Images page would be best. You can then review the reference data, ensure everything is correct, correct any mistakes you see, and then upload it again.

Step by Step

Once a user receives the Reference Data Error (3000) error, you can use the following steps to correct the error.

1. Verify the user's login email.
2. Log into gocanvas.com with an Admin account.
3. Check Reference Data and Images for recently updated reference data.
   1. If you find one that has been recently updated, download the file
   2. Open the file and ensure it is saved as .csv (comma delimited) and not .csv UTF-8.
   3. Ensure that the information within the file matches the standards of a .csv file.
   4. After you check the file and ensure everything is as it should be, reupload the file to the reference data
4. Once you have checked all recently updated reference data, you can have the user log in again and sync
5. If the issue persists, check the user's profile on gocanvas.com and review which forms are assigned to them
   1. If you have Departments enabled, go to the All department or the department they are assigned to.
      (If you don't, you can skip this step)
   2. Go to Account and then User and Seats.
   3. Search for the user using the search bar.
   4. Click on the user's name to access their profile.
   5. Click Form Assignments at the top of their profile page.
   6. Note all forms that they are assigned to and check the reference data for each form.
   7. Once you have corrected any errors and updated the reference data, have the user log in and complete a sync on their device.