If any additional help or answers are needed, please reach out to synchrosupport@bentley.com. 

Status update - spinner takes a long time when syncing changes

Description: After tapping "Sync all" on the "Unsynced items" page, the message "Submitted successfully and processing is in progress. It's safe to close the app now" may be visible and take a few minutes to finish.

Manual fix: This message means that status updates are uploaded and are just being processed on the cloud. It is also safe to close the app at that point.

We understand that the current sync experience includes a spinner that appears to be spinning all the time and never finishes. In addition, there is no indicator of whether status updates are synced successfully from the SYNCHRO Field, which makes it unclear to users when it is safe to close the app. In reality, within a few seconds, after the user taps Sync in SYNCHRO Field if there is no error message prompted, all status updates are submitted to the cloud and await to be processed. It is safe for the user to close SYNCHRO Field within seconds after the user taps to Sync in Field, even if the spinner is still running.

Solution: this will be improved in the future with real-time status updates capability. Internal ref: 915409.

Status update - error "Could not download schedule"

Description: app may show a "Could not download schedule" error when opening the Status update.

Manual fix: This happens when 4D project data is large or complex. Trimming your 4D model by removing all unnecessary relationships and objects will help, those are not limited to 3D, Resource, Resource Group, Task relationships, and assignments. 

Solution: the team is constantly working on improvements and larger updates are coming in the future to resolve this. Internal ref: 867595.

Status update - updates synced from SYNCHRO Field are not visible in SYNCHRO 4D Pro

Description: after syncing changes from the SYNCHRO Field app, changes do not show up in the SYNCHRO 4D Pro transaction history even after long time.

Manual fix: Check if you have "Refresh Token has expired or is missing" in Administration > Manage iModels in your project in SYNCHRO Control. Click "..." then Re-enter user credentials. After this is done, within a few minutes you will see the Status update transactions start to come in the Transaction History UI in SYNCHRO 4D Pro after they are processed by service.

There is no need to Sync changes again in Field. Again, once the user taps Sync to submit status updates from Field and there is no error prompted within a few seconds, all changes have been successfully submitted regardless of the sync spinner's state. Our team is considering an improvement to remove the need for the manual step that requires users to re-enter user credentials. Until then please use this solution and double-check the "Refresh Token has expired or is missing" message in SYNCHRO Control. 

Solution: this will be improved in the future with real-time status updates capability. Internal ref: 915409.

Status update - stage "Applying changes..." takes too long when updating a model

Description: when the large model is being updated, the SYNCHRO Field app may show the "Applying changes..." progress stage for a long time.

Note: this issue was fixed in SYNCHRO 4D Pro 6.5.

Manual fix when using SYNCHRO 4D Pro 6.4 and earlier:

1. Open the project in the SYNCHRO Control web portal and go to "Administration" > "Manage iModel"
2. Open the menu for iModel in question and choose "View CHanges and Named versions"
   
3. Choose the latest change and create a named version for it:
   
4. After a few minutes named version will be created.
5. Go back to the SYNCHRO Field app and attempt to update the model again.