Emergency: Data Not Uploading to Server

Support - Online
1

Dear CyberTracker Support Team,

I would like to express my sincere appreciation to your development team for creating CyberTracker. I have been using it for over two years across multiple projects, and it has been an essential tool in my fieldwork.

However, I am currently facing an urgent issue. I recently collected data in the field using my device and attempted to upload it to the server so that I could export it as a CSV file from the web platform. Unfortunately, when I checked the website, the dataset appeared empty and the uploaded data was not visible.

To troubleshoot, I tried the following:

  • Entered new mock data and attempted to upload again

  • Used a different project and a different application

  • Tried uploading from a different mobile device

In all cases, the data did not appear on the server.

This is quite urgent as the data are important for ongoing work. Could you please look into this issue as soon as possible?

Thank you very much for your assistance.

Kind regards,
Arnob

2

Please send versions of the software. Are you using ANDROID or IOS-Devices?
What is standing in Settings → Upload Queue?

And … can you please read here → Upload Failed Unauthorized in upload que - #9 by sophiemaz

3

We are having the same issue. We use both an Android and IOS device and have the same issue with both devices. Yesterday, it worked. today not.

In Upload Queue we can see that the observations were sent to the server…

thanks!

4

Hello HolgerR,

App version is 590.
in upload queue, it shows “success“ status for all the added data. But these are still not visible in the web server.

I read the mentioned thread, and tried what was suggested, i think the problem is within the app code-not uploading to desired location.

Both android and ios devices failed to upload the data to server.

5

We also don’t manage to upload new data now. From both devices. It states the data was uploaded and in the website we see that the last data was uploaded today, but we don’t see the data online.

6

Tried older version of the app, V 585.

Data is still not showing in the server.

7

ok, I see that is no problem of CyberTracker App or basic system of devices. I think you mean with “server” a project which is using “CyberTracker Online”, right?….

So I moved it from “General” to the section “Support online”.

8

Yes, the data is not showing up in the “CyberTracker Online“ website.

9

I tryed it by myself (from Germany) .. There must be some error in visualisation, because the “Statistic” said that are new records available (latest data are from today), but the “View data → Observation table” is empty for today. I hope Louis can help and he know someone who is able to solve this problem. I’m sorry, I cannot help more here …

10

This is exactly our problem as well (tried from Germany and Israel)

11

Can you kindly tell me how to connect/notify Louis?

13

Hello, we are experiencing the exact same issue, we log our data the app says it has uploaded but there is a visualization error online and we cannot export a CSV data file.
If Louis is able to help could we please be also added in this help line

14

Hello @Louis,

We would be grateful if you have any update regarding the issue?

15

Apologies for the delay. We are working on the issue

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16

The issue has been resolved. No data has been lost, there was an issue with the queue processing.

The queue is currently running and should be processed in the next hour or so.

Please let us know if you still have any issues

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17

Many thanks Louis to find a solution!

18

Thanks to Andrew Rushworth for resolving this issue

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