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Troubleshooting the Mobile App:
Driver App - Order not syncing to your Carrier TMS? Have the driver force sync.
Driver App - Order not syncing to your Carrier TMS? Have the driver force sync.

Did the driver get pictures, signatures, notes, or change status in the app and it is not showing up in the CTMS? Force sync the order!

Updated over a week ago

If a driver is editing a load and the CTMS website is not updating the information, the driver may need to force sync the order. In most cases, failing to sync can be caused by poor cellular reception or no wifi but sometimes, orders can potentially take hours to update. There is a way to prioritize your app into syncing a particular order.

First, how do you know if your order is properly synced? This can be answered by looking at the status' color from the Active tab in your mobile app. The color coordination is as follows:
NEW = Blue
You will know if you have an order that has yet to sync if it shows up gray with a blinking dot to the left of status.

If this is the case, you can wait for the order to finish syncing to the system. If it takes too long or the information needs to be sent immediately, you can try to force sync the order. Force syncing involves clicking on the order within the mobile app.
If you are on iPhone, take 3 fingers and, at the same time, press and hold on an empty spot. Basically, anywhere where there isn't a button. Like this for example:

If you are on an Android, you will have to do this within the payment section at the very top of the order with only 1 finger. Press and hold here:

Keep your finger still, so it doesn't think you are trying to scroll, for a full 5 seconds. A window will pop up warning about going through a force sync.

Click sync now and all the information should be caught up to speed. The force sync can help instantly but it can also take up to an hour, depending on how much information there is to transfer. The more photos there are, the longer it can take.

If you have any questions or are having a hard time force syncing an order, feel free to reach out to [email protected] or call us at 816-974-7002.

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