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Article #154 HotSync Operation was Interrupted. Some of your Data was NOT Backed Up.

Description: When trying to sync a handheld computer, it shows the problem, “HotSync operation was interrupted. Some of your data was NOT backed up. For details, tap HotSync Log on the HotSync screen.”

Resolution: This message indicates that the handheld computer was able to reach Solid MultiConnect, however it was either prevented or not able to connect to the mobile unit record’s data for integration, or the sync was ended prematurely due to the connection being lost or disconnected.

  1. The first place to look is to view Solid MultiConnect on the office computer. Providing that Solid MultiConnect has not been shut down and restarted since receiving this error message, use the [Details >>] button to display the ‘Event Log’ which contains information about the sync sessions since Solid MultiConnect was last opened, with the most recent information at the bottom.
  2. Scroll down to the very bottom of this log to view the end of the failed sync attempt.

If the Connection was Prevented:

  1. Roughly six lines up from the end, there should be the line written, “______***User ID and Serial Number Don’t Match!
    If this line is NOT written here, skip down to the section, “If the Connection was Lost During a Sync.”
  2. If this is the case, then what has happened is that this mobile unit record is expecting a different handheld computer to connect to it.
  3. When a relationship is initialized between a handheld computer and a mobile unit record, a serial number is registered to both of them. When a handheld computer syncs, its serial number (such as ‘795496548’) and cost center number (such as ‘001’), must match that of a mobile unit record in order to sync to its data. The above ‘User ID and Serial Number’ message will display if these number don’t match up.
  4. This typically occurs when:
    1. A new handheld computer has been recently added to the system
    2. A handheld computer in storage or disuse is being used once again
    3. Mobile unit records have been hard reset and reinitialized recently
  5. What this often means is that two of the company’s handheld computers may be set to the same number! The first step is to verify that this is the case.
  6. Mobile unit numbers can be verified either in Solid Sales Pro’s ‘Main Menu’, or will appear in the top right corner of the ‘HotSync’ screen. Check all handheld computers to verify what their mobile unit number is and ensure that none of them are set to the same mobile unit number.
  7. If this IS the case, that two handheld computers have the same mobile unit record number, please contact a Solid Innovation Customer Service Representative immediately for a consultation before either of these matching handheld computers are synced, or make any more transactions.

If the Connection was Lost During a Sync:

  1. If the line of ‘User ID and Serial Number Don’t Match’ is not present near the bottom of Solid MultiConnect’s log, then while the handheld computer was in the middle of a connect session, something happened to interrupt that connection.
  2. The first thing to try is to attempt the sync connection again. You may be surprised to find that it’ll work fine this time.
  3. If the handheld computer is syncing via a wireless connection such as a Wi-Fi wireless hotspot or cellular connection, ensure that there are three to four bars of signal strength before trying the connection again. Less than two bars of signal strength could result in a dropped sync connection.
  4. If the handheld computer is syncing via a USB or Serial cable, directly into the office PC, then try unplugging the cables and examine the ends for tarnish, corrosion, or damage. They can be cleaned using a cotton swab and rubbing alcohol if needed. Once plugged back in, try the sync again.
  5. Restarting the computer running Solid MultiConnect may also resolve this kind of problem.

Last modified on 20 Feb 2018

Additional Info

  • Software Components: Solid Sales Pro
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