Device-to-Device Sync Troubleshooting

Device-to-Device SyncThe Device-to-Device Sync process relies on an intricate process of communication between your devices via a Dropbox based cloud repository for your diary data. It relies on a specific series of steps to get up and running properly and can some times be interrupted by a communications issue or a build up of too much data to sync. If you are experiencing trouble with the CPT Sync Services, these are the troubleshooting steps that we recommend.

Check the Sync Process Status for error messages

  • It is possible that everything is working normally as the sync process can be time-consuming if your devices haven’t recently been synced and there is a large amount of data to exchange and incorporate into the database.
    • This may not be the case in your situation, but it’s the easiest to check by going to the CPT Settings tab -> Cloud Services -> Device Sync Services and looking for the progress bar and message window in the “Manual Sync Operations” section of the table.
    • Do you see any activity and/or messages in that progress window? If so, what is it showing?

Check Dropbox session status

  • First you need to make sure that each device is Linked to your Dropbox account.
    • In CPT, go to Settings tab -> Cloud Services -> Dropbox Login and see what the button at the bottom of the screen says. If it says “Unlink Dropbox”, that means the app is currently linked. Verify this on both devices.
    • If it says “Link Dropbox”, then you are not linked and need to tap that button and enter your Dropbox credentials to allow Dropbox and the app to communicate.
  • Second, it is critical that you use the same Dropbox account (username/password) when linking each device. If this is in doubt, unlink both devices and then re-link them using the same Dropbox login credentials.

Synchronize to a Master Database on both devices

  • The sync process relies on the definition of a common starting point (the master database) which then has incremental changes made to it as data is entered/changed on each device. So it is important that you begin the sync relationship by exchanging a common master database between devices. This is also a step that can be taken in situations where the devices get out of sync and you want to get them aligned back with one another.
  • When setting up the sync services, did you originally copy the master db from your iPad to the repository and then from the repository to your iPhone?
    • If in doubt, we’ll discuss how to do this in the next item.

Restart the Sync Services

  • This series of steps will have you first shutdown the CPT sync services on both devices and then restart them from scratch. This will usually clear up any misalignment of the databases and/or bad sync data that could be causing a problem.
  • For the purposes of these instructions, I’m going to refer to a “Primary Device” and a “Secondary Device”. The primary device is the one that currently holds the latest and greatest version of your data and will be used to create the master database which will be propagated to the secondary device(s).
  • Steps to Restart Sync Services
    • Disable Sync Services on Both Devices
      • On your Secondary Device in CPT, please go to Settings -> Cloud Services -> Device Sync Services and select the option “Turn Off Sync Services for Device”. This will turn disable the sync services on your device and will remove the connection from the Dropbox repository.
      • Now on your Primary Device in CPT, go to Settings -> Cloud Services -> Device Sync Services and select the option “Delete All Local & Remote Sync Data”. This will turn disable the sync services on your iPhone and will remove your iPhone from the Dropbox repository and will remove the repository from Dropbox.
      • Now, on both devices in CPT, please go to Settings -> Cloud Services -> Dropbox Login and tap the button labelled “Unlink Dropbox”.
      • After unlinking Dropbox, please exit CPT and reboot each device so we can be sure the connections are completely detached.
    • Enable Sync Services on Both Devices
      • Now on your Primary Device, open CPT and go to Settings -> Cloud Services -> Dropbox Login and tap the “Link Dropbox” button. Enter your Dropbox credentials to connect to the service and connect the CPT app.
      • Once connected, go to Settings -> Cloud Services -> Device Sync Services and tap the “Activate Sync Services” option. Wait for the process to confirm that the sync services are connected and running before proceeding.
      • On your Secondary Device, open CPT and go to Settings -> Cloud Services -> Dropbox Login and tap the “Link Dropbox” button. Enter the same Dropbox credentials and connect CPT to the service.
      • Once connected, go to Settings -> Cloud Services -> Device Sync Services and tap the “Activate Sync Services” option. Wait for the process to confirm that the sync services are connected and running before proceeding.
    • Exchange Master DB
      • Now that both devices have the sync services enabled, let’s get the databases synchronized to the same starting point. On your Primary Device, select the option to “Upload Master DB to Cloud”. Once that process is completed, you should wait a minute or two to ensure that the database has synchronized to the Dropbox cloud repository.
      • Now on your Secondary Device, select the option to “Download Master DB to Device”.
    • Test Synchronization
      • Once that has completed, you can tap on the History tab on the Secondary Device and you should see the diary data from the Primary Device. This will indicate that both devices now have the same starting db to work from. Future additions on either device will be synchronized via the Dropbox repository and will show up on the other device after a few moments. Give it a try to verify this.

Contact Us

  • If the sync services are still not functioning properly after you’ve followed the steps above, please contact us so that we can assist further. It’s important that you let us know which of the above steps you tried and what the answers and/or deviations from the expected outcomes were so that we can diagnose the issue better.