Upload and Sync Issues
Upload and Sync Issues
Section titled “Upload and Sync Issues”This guide helps resolve problems uploading scans and syncing data between the iOS app and web platform.
Upload stuck or failing
Section titled “Upload stuck or failing””Upload Failed” message
Section titled “”Upload Failed” message”If upload fails with an error message, try these solutions:
Check internet connection: Open Safari or another app. Verify internet is working. Try loading a website.
Switch networks: If using WiFi, try switching to cellular data. Or try a different WiFi network. Some networks have restrictions.
Retry upload: In the project, tap Settings > Upload Project. Wait for upload to complete. Keep app open during upload.
Restart app: Force quit the app completely (swipe up from app switcher). Reopen and try uploading again.
Upload progress stuck
Section titled “Upload progress stuck”If upload progress bar stops moving or shows “Uploading…” for more than 30 minutes, try these solutions:
Check upload size: Large projects (10+ GB) can take 1-2 hours on slow connections. Verify progress is actually stuck, not just slow.
Check network stability: Unstable WiFi or cellular can cause uploads to stall. Move closer to WiFi router. Or try different network.
Cancel and retry: Tap “Cancel Upload” if available. Wait 1 minute. Retry upload.
Upload on cellular: If WiFi is unstable, enable “Allow Cellular Data” in app settings. Switch to cellular network and retry.
Network connection issues
Section titled “Network connection issues”WiFi connected but upload fails
Section titled “WiFi connected but upload fails”If WiFi shows connected but uploads fail, try these solutions:
Check router internet: Other devices on same WiFi: can they access internet? If not, restart router. Wait 2 minutes. Try again.
Change network profile (iOS): Go to Settings > WiFi. Tap (i) icon next to network name. Scroll down to “Private Wi-Fi Address”. Try toggling this on/off. Forget network and reconnect.
Try different WiFi: Connect to different WiFi network (mobile hotspot, public WiFi). If upload succeeds, your home/office network has restrictions.
Check firewall: Some corporate or public WiFi networks block uploads. Contact network administrator. Or use cellular data or VPN.
Cellular data upload issues
Section titled “Cellular data upload issues”If cellular data upload fails but WiFi works, try these solutions:
Check cellular data enabled: Go to Settings > Cellular. Ensure “Cellular Data” is enabled. Scroll down to find the Plans app. Ensure toggle is enabled.
Check data plan: Verify you have remaining data on your plan. Large uploads (2-10 GB per project) consume significant data.
Disable VPN temporarily: If using VPN on cellular, try disabling it temporarily. Some VPNs interfere with uploads.
Contact carrier: If cellular data works for other apps but not uploads, contact your mobile carrier. Some carriers have upload restrictions.
Upload interrupted
Section titled “Upload interrupted”Upload stops when App closed
Section titled “Upload stops when App closed”If upload stops when you switch to another app or lock device, try these solutions:
Keep app open: Keep the Plans app open and visible during upload. iOS may suspend background uploads.
Keep device unlocked: Prevent device from auto-locking during upload. Go to Settings > Display & Brightness > Auto-Lock. Set to “Never” temporarily. Remember to change back after upload.
Keep device charging: Plug device into power during large uploads. iOS prioritizes battery life and may pause uploads on battery power.
Enable Background App Refresh: Go to Settings > General > Background App Refresh. Ensure it’s enabled globally and for the Plans app.
Upload fails after iOS update
Section titled “Upload fails after iOS update”If uploads stopped working after iOS update, try these solutions:
Check app permissions: Go to Settings. Scroll to find the Plans app. Verify “Cellular Data” is enabled if uploading over cellular.
Reset network settings: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. This will reset WiFi passwords and cellular settings. You’ll need to reconnect to WiFi networks.
Update app: Go to App Store. Tap your profile icon. Scroll to find the Plans app. Tap “Update” if available.
Restart device: Press and hold power button. Slide to power off. Wait 30 seconds. Power back on.
ISP or network blocking
Section titled “ISP or network blocking”Upload works on some networks but Not others
Section titled “Upload works on some networks but Not others”If uploads work on cellular but fail on home/office WiFi, your network may be blocking uploads.
Network restrictions: Some corporate, school, or public networks block large uploads or specific domains. Contact network administrator.
Try VPN workaround: Install a reputable VPN app (e.g., Cloudflare WARP, ProtonVPN). Connect to VPN. Try uploading again. If successful, your ISP or network is blocking uploads.
Check parental controls: Some home routers have parental controls or content filters. Check router settings or contact person who set up router.
Use alternative network: Try uploading from different location (home, office, coffee shop, mobile hotspot).
Specific error: “cannot connect to server”
Section titled “Specific error: “cannot connect to server””If you see “Cannot connect to server” or similar network error, try these solutions:
Check server status: Visit the Plans web platform in Safari. If website loads, servers are working. If website doesn’t load, there may be service outage.
Check DNS: Try changing DNS settings. Go to Settings > WiFi > tap (i) next to network > Configure DNS > Manual. Add “1.1.1.1” (Cloudflare) or “8.8.8.8” (Google).
Disable IPv6 temporarily: Go to Settings > WiFi > tap (i) next to network > Configure IP > Manual. This is advanced; contact support if needed.
Storage and quota issues
Section titled “Storage and quota issues””Not Enough Storage” error
Section titled “”Not Enough Storage” error”If upload fails with storage error, try these solutions:
Check device storage: Go to Settings > General > iPhone/iPad Storage. Ensure at least 2-5 GB free. Delete unused apps, photos, or videos if needed.
Check cloud storage quota: Log into web platform. Check your account storage quota. If you’re at limit, delete old projects or upgrade plan.
Upload older projects first: Upload and then delete older completed projects to free up device storage. Then scan new projects.
Upload completes but data missing on Web
Section titled “Upload completes but data missing on Web”If upload shows success but data missing on web platform, try these solutions:
Wait for processing: Large projects can take 5-30 minutes to process after upload. Refresh the web page after waiting.
Check project status: In web platform, check if project shows “Processing” status. Wait for processing to complete.
Verify upload completed: In iOS app, check if project shows green checkmark or “Uploaded” status. If not, upload may not have fully completed.
Re-upload: In iOS app, tap Settings > Force Upload. This re-uploads any missing data.
Sync not working
Section titled “Sync not working”Project changes Not syncing
Section titled “Project changes Not syncing”If changes made on one platform don’t appear on the other, try these solutions:
Manual sync: Pull down on project list to refresh. Or open specific project to trigger sync.
Check “last synced” time: In project settings, check “Last Synced” timestamp. If outdated, pull to refresh or force sync.
Check internet: Verify internet connection on both devices. Both iOS app and web platform need internet to sync.
Wait a few minutes: Sync can take 1-5 minutes depending on connection speed and data size.
”Sync Conflict” message
Section titled “”Sync Conflict” message”If you see sync conflict errors, this means the same data was edited on multiple devices simultaneously.
Choose which version to keep: The app should prompt you to keep iOS version or web version. Choose the version with your most recent work.
Avoid simultaneous editing: Don’t edit the same project on iOS app and web platform at the same time. Upload from iOS first, then edit on web.
Contact support: If conflicts occur frequently, contact support with project details.
Advanced troubleshooting
Section titled “Advanced troubleshooting”Clear app cache
Section titled “Clear app cache”If sync or upload issues persist, try clearing app cache:
In app settings: Open the Plans app. Navigate to Settings > Advanced > Clear Cache. Confirm. Restart the app.
Note: This does not delete your projects or scans. It only clears temporary files.
Reset network settings
Section titled “Reset network settings”If multiple network/upload issues persist, reset network settings:
Navigate to reset: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
Confirm reset: This will reset all WiFi passwords, cellular settings, and VPN settings. You’ll need to reconnect to WiFi networks.
Test upload: After reset, reconnect to WiFi and test uploading again.
Check date and time settings
Section titled “Check date and time settings”Incorrect date/time can cause upload authentication failures.
Check settings: Go to Settings > General > Date & Time. Enable “Set Automatically”. If already enabled, try toggling off and back on.
Still having issues
Section titled “Still having issues”If upload or sync still does not work after trying these solutions:
Contact support: Provide the following information:
- Device model and iOS version
- Network type (WiFi, cellular, both?)
- Specific error messages
- Project size (how many scans?)
- Whether upload works on different network
- Whether VPN helps or doesn’t help
Check service status: Visit the Plans status page or contact support to verify there are no ongoing service disruptions.
Related documentation
Section titled “Related documentation”See iOS scanning issues documentation for scanning problems, iOS permissions issues documentation for permission errors, and FAQ documentation for common questions about sync and data management.