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Due to synchronicity or updates between the server and the phone, the phone can end up with stale or incompatible data. To force a full refresh of the user's data, you can navigate to the Mobile Worker's page on CommCare HQ (Users > Mobile Workers > [your mobile worker]) and under the Actions tab click Force Full Refresh on next Mobile Sync.
For each device the mobile worker is on (including Web Apps), this will make it so the next time they sync that device, it will do a Full Refresh of data instead of an incremental sync. This includes case data and fixture data (including lookup tables).
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Use Force Full Refresh instead whenever possible. If you have no access to CommCareHQCommCare HQ, all data can be wiped locally instead, but it comes with fewer safety checks. Please Note that this can result in some data loss if you have valid unsent forms.
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- Log into CommCare
- Look at the Sync with Server button on the home screen. If it says Unsent Forms click on the button to submit those forms to the server
- When on the CommCare Home Screen, Press the Menu button on your phone and choose the "advanced" option. (On a Samsung or a LAVA, Menu is the bottom left button).
- Press Clear User Data
- You will be returned to the login screen. Re enter your username and password and your user data will be re-synced to the device
Fresh Restart
It is occasionally possible to end up putting the phone into a state which needs to be recovered from the cloud, resetting the local install. This is also helpful once problems are diagnosed, but before a fix can be prepared. The steps for doing so are:
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- Make sure any local data is uploaded
- Log in to CommCare with your username and password, and ensure that the applicaiton application isn't loading a screen informing you that it is sending unsent forms
- Log back out
- Clear the local memory on the phone
- Navigate to the phone's applications management menu, generally from the home screen the process is Options -> Settings -> Applications -> Manage Applications
- Navigate to CommCare Android
- Press Clear Data and confirm
- Reinstall your specific app
- Load up a barcode scanner on the device
- Scan the barcode for your application and confirm to navigate to it with CommCare
- Press the install button on CommCare, the screen will freeze but eventually load the login screen
- Restore User Data
- Log in with the username and password as usual. Since the restore is clean, it may take somewhat longer than usual.
Error Messages
"A serious problem occurred while CommCare was trying to download an update (or install your app): CommCare couldn't find the resource with id: commcare-application-profile."
This message, which can show up upon installation, is often due to a bad internet connection. This almost always means you do not have a strong enough Internet connection. Make sure you have Internet access.
"Unfortunately, CommCare Android has stopped"
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If CommCare crashes and you get this message, you can get more detailed information about the nature of the problem by doing the following:
- When CommCare crashes click the 'Report button' in the crash dialog
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- Once the crash report has loaded click on the 'Preview' button
- Scroll to the bottom and click on 'Stack Trace'
- In the stack trace you should be able to find a more detailed error message.
Recovery Mode
CommCare may sometimes enter Recovery Mode.
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- Go to the list of Saved Forms on the device, either by pressing the "Saved" button on the home screen (if it's available), or going to the home screen options menu and then selecting "Saved Forms".
- Click on the filter button in the upper-right corner of that screen, and select "Filter: Quarantined Forms"
- If there are any quarantined forms on the device, they will appear in this list, and you will be able to open them for viewing to determine what exact form they were.
- You can also get more information about what is wrong with a quarantined form by long-clicking on the form in the list, and then selecting "Scan Record Integrity". A dialog will then pop up with some detailed information about the form and what may be wrong with it. This information can be quite dense, but it is very helpful to include if you are reporting an issue to Dimagi about the problematic form.
Submitting Usage Logs
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