Non-Stop Workforce Syncing Issues

[CodyPatterson]

Hey All,

We are currently using ArcGIS Workforce to assign time-critical locates to utility crews. Emergency tickets typically need resolved in a matter of hours or less. Recently over the past month, the syncing will randomly be stuck on "Cancel Sync" and load indefinitely. The "Reload Map" function will take upwards of two hours, and only around 50% of the time resolve the issue. There has been no map changes since, no process or change, and the server/portal show no errors in any way.

What should I check from here? We have a bandaid method in place to just email the user the ticket information, but we cannot send responses back to the state easily without Workforce, and eventually we will be fined due to missing these locates.

Cody

[MarkBennett]

Hi Cody,

We have had similar issues. When Workforce tickets are sent out half the time they don't sync to the Workers' devices. Other times we hit the sync button to send completed workorders back and the sync button loads forever and doesn't send through. We have experienced these issues whether or not we are on wifi. We have tried going through tech support a few times and currently working on another case, but we have been struggling to nail down the issue.

[ModernElectric]

@CodyPatterson @MarkBennett 

We have had constant issues with this for awhile now and the key factor that I personally have found is the internet/network connection. Even though our tablets (Samsung Galaxy) has an internet provider associated, it only seems to connect and sync when there is a stable and strong internet connection, mostly when the device connections to our operation's WiFi signal, which is very strong. When the tablets are in the field even with a strong Verizon internet connection, our crew runs into constant Syncing issues. Our IT department has done all they can on the devices to ensure a constant internet connection. Not sure if this is a contributing factor in how ESRI has programmed the sync process or not. 

Our "Work-Around" has been the tablet(s) sync when the crew comes to HQ and the WiFi connects and the sync seems to work. Yes, that is not the intention since our Foreman needs time sensitive work orders on the fly.

Not sure if this helps, but this is based on my experience working with Workforce and the on-going sync issues.