If you are not working offline, ensure you have a stable internet connection. A slow internet connection can impair the performance of docu tools.
Problem: Error Messages When Logging in with a New User on Your Mobile Device
If you receive an error message when attempting to Log in with a new user on your mobile device, follow these steps to resolve the issue:
If the previous user had unsynchronized offline data, you cannot Log in with a new user to avoid data loss.
First, Log in with the previous user, synchronize the offline data, and then Remove the Project.
After completing these steps, you can then Log in as a new user.
Note: If the previous user has downloaded offline data, but it is fully synchronized, you will be prompted to confirm the Removal of all downloaded data before you can Log in with the new user.
Problem: Incomplete Photo Uploads When Working Online on iPhone/iPad
If images are not fully uploaded while you are working online with your iPhone or iPad, follow these troubleshooting steps:
If an image could not be uploaded, a
Re-uploadFunction button usually appears. Click the Function button and check again if the photo has been uploaded to the Web app.
If step 1 does not resolve the issue, close the app and reopen it. This will initiate another attempt to upload the photos. Please be patient as it may take some time for the photos to be uploaded.
If the images are still not visible in the Web app after the above steps, please create a Service ticket for support from our Service Team.
Notes on Changing User Roles or Removing Project Members with Unsynchronized Offline Data
If all data is synchronized, the synchronization process proceeds as usual.
If you change a user's Role or Remove a user from a Project while the Project is still downloaded on their mobile device and their offline data has not yet been uploaded to the cloud, you should consider the following scenarios:
Sync Error: "No permission to synchronize: Your Role has been changed or you need to be invited to the Project first. Contact your Admin."
When you attempt to change a user's Role in the docu tools Web app, a warning appears prompting you to check if the user has synchronized all their data. Contact the user and ask them to perform the synchronization if there are still unsynchronized data on their mobile device.
If a user receives a lower Role than their previous one, they may lose the necessary rights to upload data to the server, leading to a "failure" during synchronization.
To fix this, temporarily either reassign the user their old Role or Admin rights to facilitate data synchronization. After successful synchronization, you can Assign the new Role again and ensure that the user's data matches the new Role.
After a final data synchronization, the user's data will be aligned with the new Role.
Sync Error: "No permission to synchronize: Your Role has been changed or you need to be invited to the Project first. Contact your Admin."
This error message can be caused by 2 scenarios: Removing a member from the Project and Removing a member from a Team.
When you attempt to Remove a user from the Project members in the docu tools Web app, a warning appears prompting you to check if the user has synchronized all their data. Contact the user and ask them to perform the synchronization if there are still unsynchronized data on their mobile device.
However, no warning is issued when Removing a Team member from a Team. Please contact the user directly to find out if there are any unsynchronized data, and if so, ask them to synchronize before proceeding.
If a user is Removed from the Project or Team members while they still have unsynchronized data on their tablet and no longer have the necessary rights to upload data to the server, synchronization errors can occur.
To fix this, temporarily re-invite the user to the Project or Team with the previous Role so they can perform the synchronization. Once the synchronization is successful, you can permanently Remove the user from the Project members.
After a final data synchronization, the Project will automatically be Removed from the user's device if they were Removed from the Project.
If the user was only Removed from a Team, they will continue to see the Project with their current Role.
Synchronization Stuck in Status "Checking Project Status"
When you attempt to Deactivate a Project in the docu tools Web app, a warning appears prompting you to check if all involved users have synchronized their data. Contact the user and ask them to perform the synchronization if there are still unsynchronized data on their mobile device. Deactivating a Project can lead to synchronization errors if users have unsynchronized data on their tablets and no longer have the necessary rights to upload data to the server.
To fix this, temporarily reactivate the Project so that users can perform the synchronization. After a successful synchronization, you can permanently Deactivate the Project.
After a final data synchronization, the Project will automatically be Removed from the users' devices.
Problem: Incomplete Data on iOS Devices
Some synchronization issues or incomplete data sets on iOS devices can occur when multiple devices are synchronized simultaneously.
To fix this, please try to force synchronization again by following the steps described in this article.