Troubleshooting the app

Sometimes a form, job history or another item will seem like it’s stuck. This can be for many reasons.

  • No data connection
  • Incorrectly logged in
  • Logged in as someone else
  • Wrong information
  • User hasn’t synced with the platform


The last one is the major reason for the majority of failed uploads, this in itself has many reasons, the majority of which can be fixed by the following steps.


An indication of this is checking the user’s phone activity on the platform. Many times if a user cannot sync, the activity says the user has not synced for a number of days.



NOTE: If there are pending uploads or data still on forms waiting to sync, then under no circumstance is the FormsFly app to be uninstalled.

If the FormsFly app is uninstalled and reinstalled then all data will be lost. There is nothing we can do to recover this after a reinstall.


  1. Either make sure the phone power is sufficient or plug into a power source.
  2. Confirm that the phone is connected to a good reliable data connection, either mobile data or Wi-Fi.
  3. Check phone OS. Update if available
  4. Check FormsFly App. Update if available.
  5. Confirm email/login credentials for App.
  6. Reboot phone.
  7. Open the FormsFly app
  8. Check data connection
  9. Login to app
  10. Go to settings
  11. Sync app

Syncing the App

How to Synchronise the FormsFly app

This would be necessary after any new Form version and new or modified Template document.


If using a Form from a sent Task, any existing forms sent previously to a new form version or Template, would not reflect the changes.
In this case, the old Task would need to be cancelled and a new Task sent to the device. Whether this Task was sent from the Platform or via the API system like a Widget.


After a new version or template has been published or uploaded and any new task has been sent, the sync needs to be done on the device.

Click the cog in the top right of the app screen.


Then click on “Check For Updates” part way down the page.
formsfly setting screen

You will then see the Updates Progress.


If the update lasts only a second, it is possible the device isn’t connected to a data network like 3g or WiFi at that moment so click the Update button again until the Progress popup lasts for a few seconds. There should be a notification icon appear to indicate the device is syncing.