Situation: If there is No entries are created in recent time.

Resolution: 

Step 1: Inform merchant to check the last entry date in tally

Step 2: Inform merchant that the last sync time in mobile app is based on the last entry created in tally 

Step 3: Inform merchant to try creating a new entry sync data in mobile app.

Disposition > If resolved Sync Issue - Sync issue- Mobile  

Step 1:  Check with the merchant  that what is the last sync time and date on mobile app. (is it current time and date or not)

Step 2: If the date and time are not current then check if the desktop app is syncing or not from the system.

Step 3: If the Desktop app is syncing then check with the mobile network from mobile settings > Apps management > Biz Mobile app > Restrict mobile and Wi-Fi data usage. Check with enable and disable data usage 

Step 4: If the Data usage is disabled then enable it to sync the data on the mobile biz app.

Step 5: Try to change the mobile network to a Wi-Fi network to sync the data in the Biz mobile app

Step 6: Check with the Hardware of the mobile as Storage is available in the device or not as the Biz app requires storage to sync the data.

Step 7: If you see fail to connect to the server or fail to sync data error then try connecting to a different mobile's hotspot to resolve the issue.

Step 8: If all the above steps are clear and then the data is not synced, there might be a special character in the data which is not allowed to sync the data in mobile. Raise a ticket and forward to the L2 outbound team.

Disposition > If resolved Sync Issue - Sync issue- Mobile  

Step 1:  Check with the customer that what is the last sync time and date on mobile app. ( is it current time and date or not )

Step 2: If the date and time is not current then check if the desktop app is syncing or not from the system.

Step 3: If the Desktop app is syncing then check with the mobile network from mobile settings > Apps management > Biz Mobile app > Restrict mobile and Wi-Fi data usage. Check with enable and disable data usage 

Step 4: If the Data usage is disabled then enable it to sync the data on the mobile biz app.

Step 5: Try to change the mobile network to a Wi-Fi network to sync the data in the Biz mobile app

Step 6: Check with the Hardware of the mobile as Storage is available in the device or not as the Biz app requires storage to sync the data.

Step 7: If you see fail to connect to the server or fail to sync data error then try connecting to a different mobile's hotspot to resolve the issue.

Disposition > If resolved Sync issue - Sync_Mobile

If Not Resolved:

If all the above steps are clear and then the data is not synced, there might be a special character in the data which is not allowed to sync the data in mobile. Raise a ticket and forward to the L2 outbound team.

Note- If the issue is not resolved, then forward that call to the L2 team or raise a ticket.

Step 1: Failed to Sync error appears on the mobile app while syncing the data.

Step 2: Check with the customer by changing the network of mobile from mobile network to WiFi or vice versa.

Step 3: If the issue still persists, then check with the merchant mobile storage. If the storage is almost occupied with more than 90% then this Failed to sync error will appear as biz mobile app consumed storage to sync the data and use it offline

Step 4: Guide the merchant to create some space by deleting the Gaming apps or other apps which are not required, Or delete photos and videos which are not needed. Inform the customer that when the space is available then it will sync the data.

Step 5: If Space is available and still the same issues persist, then check with network settings done for Biz app in mobile. ( Mobile settings > Manage Apps > Biz app > Network > Data usage)

Step 6: In this Data usage setting the Background unrestricted should be enabled, the network should be enabled for both WIFI and mobile network.

( NOTE : This network setting differs from Android mobile to IOS Mobile. In IOS this setting is not there and for IOS one can check only with storage steps )

Step 7: If IOS storage is available and still the sync is not updating then try to download any file from from FILES > iCloud and check any file is downloading or if not downloading then ask the merchant to check their IOS device in apple service center as nothing is downloading in their IOS devices.

Step 8: If all steps are proper and still their is sync issue in mobile then raise a ticket with all details ( device, company name)  and forward to L2 team as need to check more with detail investigation with special character issue concept. As well L2  need to reproduce on their end with the same issue

Disposition > If resolved Sync Issue - Sync issue- Mobile