Introduction

When a user is using Wello applications across multiple devices, such as Windows and Android, the expected behavior is for work orders and related data to remain identical and synchronized. Occasionally, data differences may appear between the two devices if synchronization has not been completed.

How Synchronization Works

When the same account is used on multiple devices, data syncs automatically every two minutes by default when the app is open and connected to the internet. This ensures that any new or updated information is transferred between devices during the next sync.

The synchronized data includes:

Work orders and job updates
Customer information and contacts
Equipment details
Tasks and timesheets
Any changes made on either device

If data on one device does not appear on another, perform a manual synchronization on both devices. This process ensures the latest information is uploaded to the back office and then distributed to all devices.

To sync correctly:

Make sure both app is connected to the internet.
Confirm that both devices are linked to the same service organization and service area.
Perform a manual sync from the main-menu on both devices

Example Scenario

Situation: A technician uses both a Windows laptop and an Android mobile device. On July 30th, a new planned work order was created and appears on the Windows application but not on the Android device.

Cause: The technician’s Android device has not synced since July 28th, so it is working with outdated data.

Resolution: Once the technician manually initiates a sync on the Android device, the work order appears.

So, if you notice missing work orders or other data differences, make sure the devices are connected to the internet and to the same service organization and perform a manual sync on both devices.

Once synchronization is completed, work orders and other data will align across all of the devices.

You can also adjust the sync frequency in the app settings to any interval between 1 minute and 30 minutes. Additionally, some actions, such as completing a work order, will trigger an automatic sync.

Notes

Each device can only sync with one service organization at a time. If you belong to multiple organizations, you must switch manually.
Only data relevant to your assigned service area is synchronized.

Why a Work Order May Not Sync After Completion

Completing a work order normally triggers an automatic sync, ensuring that the data is uploaded to the portal without any additional steps. However, there are situations where this process may not complete successfully. In such cases, the app is unable to send the work order online, leaving it in an in progress status.

Common causes include:

The work order contains a part that exceeds the available stock limit.
The device still has pending unsent data from earlier activities.
A network disruption occurs during the sync attempt.
Work orders completed offline have attachments/files that are still stuck in the upload queue, preventing the sync from finishing

When these issues arise, the app will often display notifications such as:

“There is data waiting to be sent online, please try to sync again and do not uninstall the app.”
“There is 1 completed work order which is not sent online. Click here to try again.”

These notifications indicate that some data—either the work order itself or related items like attachments—has not yet been successfully uploaded to the server. In some cases, completed work orders may no longer be visible in the app, making it difficult to identify which ones are affected

What to Do

Perform a manual sync again, ensuring the device has a stable internet connection
Keep the app open long enough for all pending uploads to complete. If the issue persists: Check for stock or data-related issues in the work order. Be aware that attachments/files stuck in the upload queue may be blocking the sync
If affected work orders cannot be found: This may be expected, as completed work orders can disappear from the app interface. Continue syncing until all pending data is successfully transmitted

Once all data (including attachments) is uploaded, the notification will clear and synchronization will complete.

Summary

Synchronization between devices ensures that work orders, customer details, equipment data, and tasks remain consistent across all devices. Automatic sync runs every two minutes, but manual synchronization may be required if updates are missing. Regular syncing helps maintain accuracy and prevents delays in accessing up-to-date information.

If synchronization issues persist, ensure that all pending data, including any attachments or files, has been fully uploaded, as incomplete uploads may block the process.

If problems continue after syncing, please contact support through the in-app chat or the Help Center ([email protected]) for further assistance.

FAQs

1. Why don’t I see the same work orders on all my devices?
This usually happens when one of the devices has not synced recently. Perform a manual sync on both devices to ensure all data is up to date.

2. How often does the app sync automatically?
By default, the app syncs every 2 minutes when it is open and connected to the internet. You can adjust this interval in the app settings.

3. What should I do if a work order is missing?
Make sure your device is connected to the internet and linked to the correct service organization and service area, then perform a manual sync.

4. Why do I see a message saying “data waiting to be sent online”?
This means some data has not yet been uploaded to the server. It could be due to network issues, pending data, or attachments/files still uploading.

5. Why is a completed work order not syncing?
Common reasons include stock limit issues, invalid data, network interruptions, or attachments/files stuck in the upload queue.

6. Why can’t I find the work order that failed to sync?
Completed work orders may disappear from the app after processing, making it difficult to identify which one failed. Continue syncing until all pending data is sent.

7. Can attachments affect synchronization?
Yes, if attachments or files are stuck in the upload queue, they can prevent the work order from syncing completely.

8. Can I sync multiple service organizations at the same time?
No, each device can only sync with one service organization at a time. You must switch manually if you belong to multiple organizations.

9. What should I do if syncing keeps failing?
Retry manual sync, check your internet connection, and ensure there is no invalid data or stock-related issue. Keep the app open until all pending uploads are completed.

10. When should I contact support?
Contact support if: