What should I do if the logs have delay or stopped syncing in MyOperator mobile app?

What should I do if the logs have delay or stopped syncing in MyOperator mobile app?

Applies to: Agents, Team Leads, Admins
Outcome: Restore near-real-time log sync in the MyOperator mobile app and confirm it’s working.

Prerequisites

  • Confirm the call appears in web: Dashboard → Calls → Logs.
    • If the call is missing on web, it won’t show on mobile—fix web-side first.
  • Update the app to the latest version (Play Store/App Store).
  • Stable internet on the phone (Wi-Fi or mobile data).

Step-by-step (do these in order)

  1. Pull to refresh in the app
    • Open Logs → swipe down to refresh.
    • Expected: New calls appear within ~10–30s of the call ending.
  2. Check you’re logged in as the right user
    • Menu → Profile: verify phone number matches your MyOperator user.
    • If wrong, Log out → Log in with the registered number (OTP).
  3. Enable background data & battery settings (Android)
    • Phone Settings → Apps → MyOperator → Mobile data & Wi-Fi → Allow background data.
    • Settings → Apps → MyOperator → Battery → set to Unrestricted/Don’t optimize.
    • Notifications on (so the OS doesn’t throttle).
  4. iOS background refresh
    • Settings → General → Background App Refresh → On for MyOperator.
  5. Clear temporary cache (do not clear data)
    • Android: Settings → Apps → MyOperator → Storage → Clear cache.
    • Reopen the app and refresh Logs.
  6. Time & date auto-sync
    • Settings → Date & time → Enable Automatic date & time. Clock drift can delay sync windows.
  7. Force close & relaunch
    • Close the app from app switcher → reopen → refresh Logs.
  8. Quick test call
    • Place/receive a test call → confirm it shows on web Logs first, then on mobile after refresh.

Expected result: New calls appear on mobile within seconds (typically under a minute) once the above is set.

If logs are delayed (not stopped)

  • Measure the delay: note call end time vs mobile appearance.
  • Typical healthy range: <60s after call end.
  • If consistently >2–3 minutes, continue with Troubleshooting below and share details with Support.

Troubleshooting (common causes → fixes)

Symptom

Likely cause

Fix

Web shows call; mobile doesn’t

App throttled in background

Set Battery = Unrestricted, Allow background data, then relaunch

Nothing new on web or mobile

Upstream logging delay

Verify on web Logs; if missing there, check DID mapping/callflow first

Only some users affected

Wrong login/user mapping

Verify user’s registered mobile; re-login

Delay spikes during day

Poor/variable network

Switch to stable Wi-Fi; avoid VPN that blocks push

“No internet” banner

OS permissions

Allow Network, Notifications; disable data saver

After update, logs stopped

Stale cache/session

Log out/in, clear cache (not data)

Provide details to Support (copy-paste)

To: support@myoperator.co
Subject: Mobile app logs delayed/not syncing — [Account/Company]
Body:

  • Affected user(s): [name & phone]
  • Issue type: Delayed / Stopped / Zero visibility
  • Delay observed (mins): [ ]
  • Last call end (IST) & when it appeared on web: [ ]
  • When it appeared on mobile (IST): [ ]
  • Device & OS: [Android/iOS, version]
  • Network: [Wi-Fi/4G/5G, carrier]
  • Steps tried from the checklist: [ ]
  • Screenshots/screen recording: [attach]

Prevention tips (keep sync snappy)

  • Keep app updated; enable auto-update.
  • Avoid aggressive “battery saver/optimizer” modes for MyOperator.
  • Ensure automatic time sync is on.
  • Open the app at least once a day to keep the session fresh.