Equipify.ai

Troubleshooting

Syncing & data

Symptoms like stale lists, missing updates across devices, and delayed dashboards—structured checks before assuming a bug.

Quick answer

Start here

Most “sync” tickets are cache, filters, or background job latency—not data loss. Confirm network health, signed-in account/branch, time range filters, and whether the user is viewing cached lists. Then verify the object actually saved with an audit-friendly identifier (work order number, timestamp).

Issues & fixes

My list looks stale / updates don’t appearHard refresh, clear overly narrow filters, confirm branch context, and wait one refresh cycle for search indexes. If still wrong, verify the underlying record changed server-side.Tap to expand steps & related links

Recommended checks

  1. Confirm branch and user — Wrong org context is the #1 false sync report.
  2. Reset filters and sorts — Saved views can hide new rows unexpectedly.
  3. Refresh the view — Use explicit refresh; avoid relying on background polling assumptions.
  4. Validate server state — Open the record by ID/URL to confirm the update persisted.
  5. Capture timestamps — Support triage needs before/after timestamps and user IDs.
Getting started: Help Center overviewData visibility
Two users see different values for the same recordPermissions, branch scoping, draft vs published states, or different record IDs (duplicate customers/assets) cause apparent conflicts. Compare URLs and record IDs—not screenshots alone.Tap to expand steps & related links

Recommended checks

  1. Compare record IDs — Ensure both users are on the same canonical record.
  2. Check branch scope — Multi-branch permissions can hide fields or related lists.
  3. Compare roles — Field-level permissions can mask values vs blocking edits.
  4. Look for duplicate entities — Merged duplicates should be governed by an admin SOP.
  5. Document repro steps — Exact navigation paths reduce back-and-forth with support.
Glossary: Field service managementPermissions & controlsMulti-location
Integrated system updates feel delayedBatch windows, rate limits, and retry queues are normal. Classify whether delay is seconds, minutes, or hours—and whether only certain objects fail (narrow integration scope).Tap to expand steps & related links

Recommended checks

  1. Identify object type — Work orders, invoices, customers, and inventory events often use different pipelines.
  2. Measure delay distribution — P50 vs P95 tells you if it’s systemic or edge-case backlog.
  3. Check integration health — Review connector logs and last successful sync timestamps.
  4. Validate idempotency — Duplicate pushes can cause retries and throttling.
  5. Coordinate with vendor SLAs — Document expected latency in customer-facing SLAs.
Platform: IntegrationsIntegrations

FAQ

When should I open a support ticket for sync?
Open a ticket when you can reproduce missing server-side persistence with record IDs, timestamps, and two user accounts—or when integration error logs show repeated failures after retry.