Missing or Stuck Submission

The Issue

Sometimes, when you complete or save a submission and your device goes through a Sync, the Submission is not processed as expected. As a result, you can't find it on your device, or you don't receive a completion email. There are a few reasons this happens. This article will help work through these issues. 

Reasons this happens:

• Poor device signal
• Signal interference
• Leaving GoCanvas before the sync is complete
• Data did not sync properly

Prevention

There are multiple ways to prevent this kind of issue. While these steps are not guaranteed to work all the time, they can help avoid Submission issues, depending on your situation.

• Ensure that GoCanvas is up to date.
• Complete the submission without closing or leaving GoCanvas.
• If you need to change apps on the device, "save & close" your work before navigating away from GoCanvas.
• Ensure the device has a strong signal or is connected to Wi-Fi if possible.
• Allow GoCanvas to complete its sync before closing out or changing apps on the device.
• If you are in an area with a weak signal, Disable syncing when completing your submission. It will place the submission in pending until you can get to an area with a strong signal or Wi-Fi. At that time, you can complete your sync and send your data in.
• (Optional) Go to settings on mobile devices and enable "Save to Cloud." This will allow you to save your submissions to our servers without completing them. This step is not suggested if you work in areas where your device signal is weak or interference is an issue.

The Resolution

If your completed Submission does not appear, a few things can be done to resolve the issue. Completing multiple syncs could push the data through. You may also find that your sync is taking longer than usual. This is normally due to a large amount of data, so please allow GoCanvas to work through this process.

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 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. Update GoCanvas
   • GoCanvas may be out of date. Please verify that GoCanvas on your device is up to date with the most current version available on your app store.
   • Or you can go to gocanvas.com/m to download our latest version
4. Complete multiple syncs on the device that completed the submission(s).
   • Sometimes, data stuck on the device did not get pushed through the first time. This will attempt to push it through