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How to restore unsynchronized data

Makiko Nomoto
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If the app shuts down unexpectedly during a synch and, despite many attempts, there is still unsynchronized data in your project,

you can restore all of the app’s data to do an analysis to find the root of the problem and potentially update the project on our servers. 

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  1. Data restoration can only be done if it has been validated by our teams. (If this hasn’t been done, please read the article I have a sync error.)
  2. After the data has been restored, we ask that you delete/reload the project on your tablet.
    From the time you send us your file, please do not work on the project using this tablet.
    You can, however, work on the project using a different tablet. Please refer to this article : Locally deleting and restoring a project

 

 

Steps to restore data:

 

ANDROID :

Screenshot_2020-11-25_at_09.42.42.png

Step 1: Send the finalcad.log file

The Client Support team reviews the possible reasons for the problems encountered on your tablet using this file. Follow these steps:

  1. Select “My files” from the device’s home screen.
  2. Select the device’s “Storage” menu.
  3. Select the device’s “Data” menu.
  4. Browse to Android > data > com.knowledgecorp.finalcad > files, and select finalcad.log.

Email the file to support@finalcad.com.

Step 2: Send the entire folder

Once the above steps have been completed, the Support team might ask you to send the entire folder. If this happens, please follow these steps:

  1. Select “My files” from the device’s home screen.
  2. Select the device’s “Storage” menu.
  3. Browse to Android > data > com.knowledgecorp.finalcad > files,

in other words, use this path: {sdcard}/Android/data/com.knowledgecorp.finalcad/files.

“{sdcard}” is an absolute path to the SD card, which can be /mnt/sdcard, /sdcard, /storage/emulated/0 or /storage/sdcard0 depending on the tablet.

  1. Select the entire contents of the folder.
  2. Create a .zip file so you can send it to us at support@finalcad.com. If the file size is too large for email, you can use WeTransfer.

iOS

Steps to restore data: Before starting, download iTunes to your computer from this page.

  1. On your device (iPad, iPhone), open FINALCAD and tap on the help icon.
  2. Select “Advanced.” 
  3. Select “iTunes Export.”
  4. When the checkmark appears, connect your iPad/iPhone to your computer.

Screenshot_2020-11-25_at_09.53.05.png

  1. Open iTunes, then click on the icon for your device.
  2. Click on the “File Sharing” menu option.
  3. Click on the “Finalcad” icon.
  4. Click on the “Export for support” folder. 
  5. Click on “Save.”

Screenshot_2020-11-25_at_09.53.17.png

If you have multiple projects and only one of them is not synchronizing, then in the Documents folder, keep only this project in order to reduce the size of the data to send, then zip all the files. Send the zipped files to support@finalcad.com via WeTransfer or a similar service.

 

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