This guide will help you troubleshoot where any syncing issues may be occurring and how you can resolve it.
If you have not already done so, please take a look at our other help notes for the Artlogic app.
Basic troubleshooting steps:
There are a few initial steps you can take which may resolve any syncing issues that may be occurring. These are the quickest things to check that you can resolve on your end, so it's a good idea to run through the list prior to using the steps below, or contacting Artlogic Support.
Check you have the latest version of the Artlogic app
See this link for steps on how to do this on your iOS device. It's always a good idea to include the app version when flagging sync issues with Artlogic Support.
Check your iOS device' Internet connection
- If you are not on WiFi, you will need to connect.
- If you are using mobile data, you need to turn that on and check that you have not exceeded your plan. Downloading all your PrivateViews data on mobile data is not recommended as it may use a large amount of your data plan.
Check your iOS device' storage
If your device does not have enough space, you won't be able to download updates to the Artlogic app. Please check your device's data storage capacity.
- Find out here: Settings > General > About and look for 'Available'.
Are automatic updates enabled?
You can check this in the Artlogic app by navigating to Main Menu > Updates > ... > Enable Automatic Updates.
Private Views not updating in the app:
Force an update from the Artlogic app
To force all updates to come through to the app:
- In your Artlogic app, long-press Updates in the left-hand side panel by holding it for a couple of seconds.
- This will allow the Force Updates option to appear in the Updates Window. Press this to trigger an update.
- You can then check that your Private Views are downloading in the Updates Window.
Sync Collections
You can check to see if any updates need to be pulled through to the Artlogic app within the App section of your Database. You can do this by following these steps:
- In your Artlogic Database, navigate to Artworks > Private Views > Collections Management.
From this view, you will see your Private View Collections appear as a grid. - The 'Not synced' message indicates that a collection has not been fully synced. To begin pulling through the Not synced data to the app, click App Settings.
- In the App Settings window, click Save. This should pull through any previously unsaved changes to Automatic Artist Private Views and Custom Private Views to the Artlogic app.
Artwork records aren't syncing to an existing Automatic Artist Private View:
There are a couple of reasons why this may be occurring, both which can be troubleshooted from the Artlogic Database:
Ensure the artwork is connected to an artist record
The quickest way to check this in your database is by opening your artwork record and if the artist selected does not have a paintbrush icon, it is not connected to an Artist record and this will be the reason it has not been shared to the app.
If you are still experiencing issues, make sure that you are keeping your database records clean and there aren't any duplicate artist records. If there are duplicated artist records, it can be fixed using the steps outlined here.
Ensure the artwork is set up to sync in App settings
Check the artwork record itself by navigating to the App tab. From there, ensure that the 'Exclude from automatic Private Views of this artist' option is not ticked:
If this is already unticked, it may be that the artwork's current availability status is not set up to sync through in your App Settings. To check this:
- In your Artlogic Database, navigate to the App section from the Navigation Bar.
- In your App view, click into your App Settings.
- Under the Automatic Artist Private Views tab, scroll down to the 'Select the availability filters that should apply' heading. Only records with the selected Availabilities will be added to Automatic Artist Private Views, so you will need to ensure that the one assigned to the missing record is selected.
If the Availability Status of the not synced artwork record is not selected, it will not be sent through to the Automatic Artist Private View. You will need to tick the availability and click Save to rectify this.
4. These options can also be overridden from the App tab of the Artwork Record itself by ticking the 'Always include in automatic Private Views of this artist' option:
Prices not appearing in the Artlogic app:
Are your visibility settings set up correctly in the Artlogic app?
If prices are unexpectedly not showing in the Artlogic app, it may be due to the visibility settings in the app itself. To check this:
- Open the Private View in the App and click the ... menu icon in the top right-hand corner.
- Click to show the Visibility Permissions sub-menu.
- If either Safe Mode is toggled ON, or Show Prices is toggled OFF, prices will not show. Changing the relevant setting should enable you to see your prices as expected:
Are your app settings set up correctly?
If a record is not displaying a price as expected in an Automatic Artist Private View, you can check the App Settings in your Artlogic Database to see if the price should be sent through. To do this:
- In your Artlogic Database, navigate to the App section from the Navigation Bar.
- In your App view, click into your App Settings.
- Under the Artwork Settings tab, scroll down to the 'Choose how prices are displayed' heading > 'Select any availabilities you would like to . Prices will show only for records with the Availability Statuses selected here, so you will need to ensure that the one assigned to the record missing a price is selected.
- These options can also be overridden from the App tab of the Artwork Record itself by ticking the 'Always show the price of this work in exported Private Views, regardless of the availability' option:
Are your custom Private View's settings set up correctly?
If prices aren't appearing in one or more of your Custom Private Views, it may be that you have not selected for them to be shared in the Private View itself. To check and rectify this:
- In the Artlogic Database, navigate to your Private View (Artworks > Private Views) and click the Pencil icon to bring up the Private View edit window.
- In the Private View Settings panel on the left-hand side, open up the Artwork Settings sub-menu.
- Find the Prices heading and toggle ON 'Show retail prices' > Save.
You can find out more about sharing prices in Private Views here.
Still need help?
If you are still experiencing issues after trying the above steps please get in touch so we can look into it for you further. You can contact us by emailing support@artlogic.net. It's particularly helpful if you can let us know the following details, which help us to investigate issues more thoroughly:
- Which version of the Artlogic app are you using? Steps to check this are here.
- Have you enabled Automatic Updates? Steps to check this are here.
- Have you forced an update from the Artlogic app?