In this article, learn how to create a backup copy of your mobile database and send to Idencia customer support for troubleshooting
Applicable Subscription Levels:
QC MANAGER | STARTER | PRO | PRO+ | ENTERPRISE
Overview
It is possible due to unforeseen events that your Idencia Mobile app will not be able to synchronize with it's server. When this happens, the Sync date on the device will not update and after 12 hours you will see a message stating that your device is not syncing. In this case, it is important to backup your Idencia mobile app database and send it to our Technical support team so we can synchronize this data for you.
This article explains how to do this process.
Backing Up Your Database
The first step to this process is to back up your mobile app database. To do this, follow these steps.
- From the tablet's Home screen, start the Idencia mobile app.
- From the Home screen, select the menu icon in the top right corner, then select Settings.
- Make a note of what the Default Scanner option is set to
- Press the Backup Database button
- The Downloads folder in your device's file system will open by default.
- Tap Save.
A message will display saying the database backup file was created.
Uploading your Database Backup to Filemail
To send this database backup to Technical Support, you must upload it to our Filemail account. To do this, follow these steps.
- Download and install the Filemail Mobile App from Google Play (click here).
- From the tablet's home screen, start the Filemail mobile app. The app should open a New email screen.
- To: avanikiotis@idencia.com
- From: your email address
- Subject: Idencia backup file
- Message: Brief explanation of why backup was necessary.
- Tap the Add files button in the lower right corner.
- If necessary, tap Allow to allow the app to access files on your device.
- The Downloads folder will open. If another file location opens, navigate to the Downloads folder.
- Scroll through the list of files. You should find one or more files called idencia-<DATE>.db. Select the file with the most recent <DATE> value.
- Tap the Send icon in the upper right corner (paper airplane).
- Tap One week.
- Tap Send. The file will be uploaded.
- Optional: Copy the download link to your clipboard or share the link with someone else.
The database backup file will be uploaded to Filemail and Idencia will be notified. We will start working on synchronizing this data to your server and will notify you when complete.
Clear the Mobile Database
Once the upload is complete, you can clear the data for your Idencia app by using the Application Manager in your device's Settings app. You will then need to log into Idencia again the next time you start the Idencia app and it will re-build your mobile database. Note: the unsynchronized data won't be available to your device until after we have successfully synchronized it to your server.
NOTE: Following these steps will clear all Idencia data from your mobile device! If you have unsynced data on your tablet that you cannot recreate, be sure to backup your database using the instructions above first!!
To clear the data for your Idencia app, follow these steps:
- Press the Home button on your tablet to go to your main Home screen.
- Select the Apps icon, and then the Settings app.
- Scroll down the list of options on the right side and select "Application" or "App Manager". If you don't see this option, press the "General" tab at the top of the screen.
- Once the Application Manager is selected, scroll down the list of apps, and select the Idencia app.
- Press the Clear Data button, and then Ok at the warning message.
- Press the Home button for your tablet to go back to your main Home screen.
- Press the Idencia app to start it again.
- Log into the app with your email address, password and server name. Your server name is the first part of your Idencia Management Portal website name. For example the server name for mycompany.idencia.net is mycompany.
Following these steps should log you in and start a fresh sync of your data.