Troubleshooting

Common issues and solutions for offline mode, plus frequently asked questions.

Common Issues

Items Not Uploading?

Check:

Internet connection is working
Autosync is not paused and Force Offline Mode is off (Settings → Offline & sync)
App is open
Device storage isn’t full

If the camera shows Sync paused … Waiting for network to improve, the connection is too weak for now — uploads pick up again on their own once it improves.

If it shows Autosync paused … Resume in Settings, uploads are paused on purpose. Uncheck Pause Autosync in Settings → Offline & sync to start them again.

If issues persist, view the upload queue in Settings → Offline & sync or contact support.

Upload Count Isn’t Going Down?

If the number waiting to upload stays the same for a long time:

In Settings → Offline & sync, make sure Pause Autosync, Force Offline Mode, and Low Battery Mode are all unchecked. Pause Autosync left on is the most common reason nothing uploads.
If the Home screen shows New version available or Update ready to install, install the update first. Updates often include upload fixes.
Connect to good Wi-Fi, plug the phone in, and tap Upload Queue Mode. It keeps the screen awake until the queue is empty.
If the count still doesn’t move, tap View Queue to open the Upload Queue. Each entry shows its type (item, room, label, or photo), the Job it belongs to, when it was Created, and how many upload Attempts it has made. The Job shows its name only for the job you currently have open; other jobs show a short code. An entry with a high Attempts count, or one from a job you no longer use, is the likely blocker.
An entry marked On Hold won’t upload yet, usually because its box, tag or textile is still open in the camera. Go back to that job’s camera and close it (Close Box, Close Single, or tap the mode again to leave it) and everything in it starts uploading.

If holds are what’s left, Settings → Offline & sync and Upload Queue Mode say how many uploads are on hold instead of that there’s nothing to upload, and the Home screen shows the same notice once they’ve sat for half an hour. Tap Unblock there to close any open box, tag or textile and upload everything on hold in one go.

Only tap Delete on an entry (or Clear All) if you’re sure you don’t need it. Deleted entries never upload, and the photos in them are lost. If you can’t tell which entry is stuck, contact support with a screenshot of the Upload Queue before deleting anything.

Web Dashboard Says a Device Is Still Uploading?

A job’s dashboard on the web shows a yellow 1 device uploading (or 2 devices uploading, and so on) bar when a phone still has items for that job in its queue.

Hover over the bar to see Pending uploads by user. It shows whose phone it is, what’s waiting, and when that phone was last seen.
On that phone, open ContentsPal on good Wi-Fi and leave the app open until Settings → Offline & sync says there’s nothing to upload.
Back on the web dashboard, click Refresh Now at the bottom of the page. Dashboard statistics otherwise update once a day, so the bar can stay until then even after the upload finishes.

To check every phone at once, see the device status on the Members tab in Managing organization members.

Running Out of Storage?

Let current uploads complete
Check Settings → Offline & sync → View Backup
Delete unnecessary files
Remove cached jobs you’re not using

App Running Slow?

Remove unused offline jobs (keep 5 or fewer)
Let the upload queue finish
Restart the app
Update to the latest version

Common Questions

Q: How long does offline data last? A: Until it’s uploaded or you delete the app. Data survives app restarts and device reboots. Items queued for a job that has since been deleted can’t upload, so they are taken out of the queue instead of retrying.

Q: Can I work on multiple jobs offline? A: Yes, if you downloaded them to your device beforehand.

Q: What if I run out of storage? A: New photos won’t save. Free up space immediately.

Q: Can I edit items after they upload? A: Yes, uploaded items work exactly like online items.

Q: Are offline photos lower quality? A: No, quality is the same online or offline.

Q: How do I know uploads are complete? A: Check Settings → Offline & sync - when it says “Nothing to upload”, you’re done.

Q: Can I pause uploads? A: Yes, use “Pause Autosync” in Settings → Offline & sync. Remember to uncheck it afterwards, or nothing will upload.

Q: A label scan says it can’t reach the server. Is the label missing? A: No. Some scans look the label up online, such as Scan on the Home screen and the Scan tab in Warehouse Mode. In the Scan tab, Can’t reach the server — check your connection and scan again or Scan failed — try again means the lookup didn’t get through, usually because of weak signal. Move to better signal or Wi-Fi and scan again. If the label really isn’t in your organization, the scan says No vault or code found instead.

Need Help?

If you’re having issues:

Check this FAQ
Go to Settings → Help & Support → Contact support
Visit our support portal: https://support.contentspal.com

When contacting support, include your device model, app version, and screenshots of any errors.

Last Updated: September 2026