Android

Nothing is syncing

1. Check credentials.  Login successful
2. Send logging report to support. (See Instructions below)

Some records did not sync

1. Open the record, click “Update/Save” to refresh the last update stamp.
2. Sync Again.  Press & Hold the sync button. Select “Re-read all data”

App is crashing on Open (varies by Android version):

1. On the Android, open the mutli-tasking portion of the phone (usually this is holding the home button to quickly flip between open apps)
2. On the PlanPlus Mobile app thumb nail, press and hold till you see “more info” appear
3. Select “ClearData”,
   then restartPlanPlus Mobile and see if the issue is still reproducible.

Sync is creating some duplicate contacts or duplicate appointments. (Only a few records are duplicating) 

1. Do any of the duplicate records have non (a-z , 1-9) characters such as <,*$,#,”,>? If so, try removing these characters and Re-sync.
2. Disable any other sync connections you may have configured.
   1. Disable Outlook 365 cloud sync connector (See instructions below)
   2. Disable Google cloud sync connector (see instructions below)
   3. Disable or Uninstall Outlook desktop Sync utility (link to instructions below)
3. Re-Sync.  Did it work?
   1. Still a problem? Send 3 examples of records that duplicated and 3 examples of records that did not duplicate
4. Create a Support Ticket &/or Send Logging report to support. (See instructions in next dropdown)

Problem with Recurring Appointments or Tasks

1. Delete recurring appointments in mobile app.
2. Setup all recurring Appointments/Tasks in Online.
3. Re-Sync.  Did it work?
4. Still a problem? Send sync log to support.

Intermittent sync issues

1. Possible problem connecting to server. Try again.

If you have a different issue please contact support.

HOW TO’s:

How to turn on logging and send log to technical support
In the PlanPlus Mobile app:

1. Go to Settings > Logging and Support
2. Mark the Start Logging checkbox
3. Manually initiate sync. (wait for sync to complete)
4. Go to Settings > Logging and Support
5. Select: Email Log to Support
6. Email to: support@planplusonline.com

How to Disable Outlook 365 sync connector

1. In your PlanPlus Online account go to the Setup Wizard (Account>>Preferences>>Setup Wizard)
2. In the “Plugins, Connectors, Sync & Add-ons” section click on the “Setup / Manage Your Connectors”
3. Click on “Edit” for the sync connector you wish to remove
4. Click on “Remove”

How to Disable Google Cloud sync connector

1. In your PlanPlus Online account go to the Setup Wizard (Account>>Preferences>>Setup Wizard)
2. In the “Plugins, Connectors, Sync & Add-ons” section click on the “Setup / Manage Your Connectors”
3. Click on “Edit” for the sync connector you wish to remove
4. Click on “Remove”

How to Disable Outlook desktop Sync utility

1. Click on PlanPlus Online Sync Setup
2. Click on Settings
3. Click next then “Configure”
4. Click on Applications (2nd tab) and uncheck all 3 boxes (Contacts, Tasks, Appointments)
5. Click apply then OK
6. Click Next-
7. On this page select “Sync Manually”. Click Next
8. Click Finish

How to Uninstall Outlook desktop Sync utility

1. Open your Control Panel
2. Click on Programs & Features
3. Right Click on “PlanPlus Online Sync”
4. Click “Uninstall”