Sync Health
See exactly what's stopping a rep's data from reaching the web app — and fix it before it piles up.
Field Pro is offline-first: reps capture work on their phones and it syncs to the server when they're online. Sometimes the server can't accept a record because the data behind it doesn't add up. Sync Health is where those refusals surface, so you can clear them.
Open it from Settings → Team & Access → Sync Health. It's for admins and managers.
📷 [SHOT: sync-health-1] — web — Sync Health screen listing refused records grouped by rep — caption: "Each refused record is one thing blocking a rep's sync."
What this screen shows
Sync Health lists two kinds of problems:
- Refused records — items the server received but rejected because something about the data is invalid. Each refused record blocks that rep's syncing until it's resolved.
- Push refusals — attempts to send data that the server turned away.
Each entry comes with a reason explaining why it was refused.
Warning: A single refused record can hold up everything queued behind it for that rep. The longer it sits, the more field work stacks up unsynced on the phone. Treat refusals as urgent.
What to do about a refusal
You don't fix the refusal on this screen — you fix the underlying data it's complaining about.
flowchart TD
A[Open Sync Health] --> B[Find a refused record]
B --> C[Read the reason]
C --> D[Fix the underlying data]
D --> E[Rep's next sync clears it]
E --> F{More refusals?}
F -->|Yes| B
F -->|No| G[Rep is syncing cleanly]
- Open Sync Health and find a refused record.
- Read the reason — it tells you what the server objected to.
- Fix the underlying data that the reason points to — for example a missing or conflicting field on the related outlet, order, or visit.
- On the rep's next sync, the corrected record goes through and the block clears.
- Work down the list until that rep has no refusals left.
📷 [SHOT: sync-health-2] — web — A single refused record expanded to show its reason — caption: "Read the reason, then fix the data it points to."
Tip: Reasons usually name the data at fault. Start there rather than asking the rep to re-enter everything.
The link to the rep's phone
When a rep's record is refused, their mobile app flags it as needs attention — so the rep sees that something didn't go through, and you see why on Sync Health. The two views are two ends of the same problem. Clearing it here is what lets the rep's app go back to syncing cleanly.
Best practice: Glance at Sync Health regularly, especially after a busy field day. Catching a refusal early keeps one bad record from stranding a whole day of a rep's work.