A survey is stuck in Failed
Failed means the app tried to upload an item and the last try did not work. The item is still saved on your device. Nothing has been lost.
Find the failed items
- Tap the sync chip at the top of the screen when it shows, for example, 2 failed. Or go to Me, then Device, then Upload queue.
- Look in the Failed section. Under each item, the app says why it failed in plain words.
Read the reason
Some common reasons and what to do:
- No signal when it last tried. Move to better signal. It retries by itself.
- Too large to upload on this connection. Connect to Wi-Fi, then retry.
- Paused until the subscription renews. The owner must renew. The item uploads by itself after that.
- Stopped retrying. Tap Retry. The app has stopped trying by itself after many tries. Only you can start it again.
An item that says Waiting for its site to upload first is not failed. It is in the Waiting section, and it uploads by itself after its site.
Try again
- Make sure you have signal. Retry does not work while the device is offline.
- Tap Retry on the item, or Retry all at the bottom of the queue.
- Wait for the item to move to Uploading, then out of the list.
Keep a copy
Before you do anything else, tap Save what’s on this phone as a file. This saves every item in the queue, with its photos and voice notes, to one file. Nothing is removed from the device.
Some items show Discard. Discard removes that item from this device for good. Save the file first and only discard if you are sure.
If it is still failed, report a problem
- Go to Me, then You, then Help and support.
- Tap Report a problem.
- Under What went wrong?, say what happened, then tap Send report. The app adds your app version, device and sync status for you.
If the report cannot be sent, for example with no signal, tap Email us instead.
You can also email support@treeatlas.app. Please include:
- your device, for example iPhone or iPad
- the app version, shown as Version on Help and support
- the site name
- the reason shown under the failed item
- what you have tried
We reply by email.