Device syncs need to be completed so that the latest information is sent to the Access Care Planning, such as new visits, visit updates and activities.
Types of sync
There are three types of sync available: standard sync, clean sync, and auto sync.
⚠️Important: Don't complete a clean sync when logged into a visit or completing a form, as all data would be deleted.
Sync type | Description |
Standard Sync | Typically performed at the end of visits to upload data back to the web console. |
Clean Sync | Used when new information, such as visits, has been added but isn't appearing in the app. However, we advise using clean syncs sparingly, as they wipe all data from the device and re-download it, which can be time-consuming. |
Auto Sync | Is configured within the tenant preferences and automatically syncs the device in the background at set intervals. Standard syncs must still be completed manually, even when auto sync is enabled. |
Sync mismatch
Notifications about sync mismatches on your Care Planning server are routine system alerts that typically indicate a missed visit. This occurs when a visit has been updated on the rota but hasn’t appeared on the carer’s app due to a failed sync.
This message means that changes were made to the schedule, but the carer has not yet synced their mobile device. As a result, they won’t see the latest updates.
To resolve this, instruct the named carer to perform a manual sync on their device. It’s important that the sync is completed while the Care Planning app remains open. If the app is closed or the device screen turns off during the process, the sync may be interrupted. To clear the message from the web console, simply click close or the X.
Example
View employee sync times
If you want to see how often a carer is syncing their device or when they last synced their device this can be done from the user device relationship report. To access this follow these simple steps:
Click the three-line menu.
Click Reports.
Under other reports, select User Device Relationship.
This will generate a report containing information about each device on your system, such as the branch and users the device is assigned to and sync times.
Report field | Description |
Last API call time | The last time a device attempted to send a request to our servers for information. |
Last API call success | Whether or not the last API call succeeded in communicating with the server. |
Last successful sync | The last time a device successfully completed a sync. |
Device name | Name of the user device. |
App version | What version of the Access Care Planning app the device is on. |
UUID | Unique device ID. |
Device failed to sync
If your device is failing to sync, there are a few key things to check. First, ensure the device is connected to the internet via mobile data or WiFi, ideally via Wi-Fi if available, for a stable connection. Next, make sure you remain in the Access Care Planning app during the sync process. Avoid letting the screen go dark or switching to another app, as this can interrupt the synchronization and prevent it from completing successfully.