Thursday, 04 April 2013 14:25

Android Phone - Study Sync Information and Troubleshooting

Understanding

The Study Sync feature pushes your annotations (notes, highlights, bookmarks, book ribbons, and tags) from your device to your Study Sync account. This allows you to access your annotations on your other devices by syncing. If you get a new device, or need to reinstall the Olive Tree app, you can perform a Sync to access any annotations which were previously synced to your Study Sync account.

How to Sync

        From within the Olive Tree app, tap the menu buton on your device

        Tap 'My Stuff'

        Tap on the 'Sync' button at the bottom of the screen

Basic Troubleshooting

If you are not able to successfully Sync, please check the following:

Internet Connection: In order to successfully Sync, ensure that your device is connected to the internet. We also recommend loading the in-app Store, to ensure that the Olive Tree app is connecting to the internet.

From within the Olive Tree app, tap 'Library' 

Tap 'Store'  

        Ensure that the Store loads properly, without any error messages

 30 Second Rule: To Sync you must wait 30 seconds after your Sync competes on one device before syncing from another device.

 Emoticons/Special Characters: The Study Sync feature does not work with emoticons other unusual characters. Here are some examples:

emoticons

If you are using any of these types of characters, please remove them from any notes (do not delete the not itself, just the emoticon) and try to Sync again.

 Password: We recommend that you re-enter your password into the app, in order to ensure that you are logged in properly. Re-enter your password by following the steps below:

From within the Olive Tree app, tap the menu buton on your device

Tap 'Settings'

Tap 'Account Settings'

Tap 'Change Login' to re-enter your password, ensuring that the login is vaidated

If you do not recall your password, click here to reset it.

 Still unable to Sync? Please send in your diagnostic data to Support for review:

        From within the Olive Tree app, tap the menu buton on your device

        Tap 'Email Support' (you will need to have your Email setup on your Androd Phone to send in your diagnostic data)

This will compose a draft of an email to Olive Tree Support. At the beginning of the Email please include the troubleshooting steps you have tried, how long you have been receiving the Sync issue and any other relevant information.

Support will contact you as soon as possible to help resolve the issue. In the meantime, please do not add any new notes, bookmarks or highlights.