Resolving an upload problem

If your records are still waiting to upload, use the result on the Sync screen to decide what to do next. This article covers Single User mode in the new Time Portal Mobile app.

Keep your saved work

Do not uninstall the app or clear its data while work is waiting to upload. Do not re-enter the work just because an upload failed; some records may already have reached the server.

1. Check the account and records

Confirm that you are signed in to the account that recorded the work.
Open Time records, find the workday, and expand it.
Check the approval and upload labels for the records you expected to send.

Uploaded: that complete record has been acknowledged by the server. Check other records separately.
Completed + Waiting to upload: review the workday and complete its approval before retrying the upload.
Approved + Waiting to upload: your approval is saved, but the complete record still needs a successful upload.
Clocked in: the work is still open. In Single User mode, finish the work and approve it before uploading; clock out when you finish working.
Practice: training records stay on the device and are not uploaded as real work.

See Understanding approval and upload status for the full explanation of these labels.

2. Open Sync and read the message

Connect to the internet, open the menu, and select Sync. Keep the app open until the attempt finishes. Read Sync details, including any error messages.

No internet connection

Sync incomplete showing No internet connection, with Try again and OK controls.

Check your Wi-Fi or mobile data connection. If you are on Wi-Fi, check whether the network requires you to sign in through a browser.
Once the connection is working, return to Sync and select Try again.
If no connection is available, select OK and retry later. After initial setup, you can continue recording work with the information already downloaded.

If you have not completed initial setup on this device, reconnect and finish the required download before starting work.

Some records uploaded and others did not

A sample partial upload reporting one record remaining, with Try again and OK controls.

Example with sample counts and an employee ID.

Read the uploaded and remaining counts. The unsent records remain on this device for another attempt. A count of records is not a count of workdays: one work record may contain a clock-in, clock-out, and production.

Follow any specific action in the message.
Select Try again when ready.
Review the new result and check the affected records in Time records.

A record remains Waiting to upload until all of its parts have been acknowledged. Do not recreate records that already uploaded.

Sync is already running

Wait for the current attempt to finish before trying again.

A sign-in or access message appears

If the message asks you to log in again, sign in to the same account and retry Sync while connected. If it says your account does not have mobile access, contact your company administrator. Keep the app and its saved data on the device.

Another part of sync could not finish

Sync also downloads company information. An incomplete result does not always mean that every upload failed. Read the individual messages and check record statuses before deciding what remains. Retry when instructed; contact support if the same error continues.

3. Confirm what remains

After retrying, check Sync details and Time records. Home's Records to upload shows upload-ready items; it does not include all work still waiting for approval. Check Items to approve as well.

OK leaves the result screen. It does not fix an incomplete upload. Sync complete confirms a successful attempt, but does not automatically approve unreviewed work.

Single User mode does not upload automatically. Open Sync while connected to send eligible records and see the result.

If the problem continues

Open the menu and select Support. Include:

The workday and records that are still waiting.
The exact message in Sync details, or a screenshot.
The uploaded and remaining counts, and affected employee IDs if displayed.
What happened in Sync and when you retried.

Use Upload diagnostics if support requests it. Diagnostics help investigate the problem; uploading them does not replace uploading your work records.