> ## Documentation Index
> Fetch the complete documentation index at: https://docs.highailabs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Data Sync Problems

> Help with data not syncing between devices, missing updates, and real-time sync issues.

High IQ uses real-time sync powered by Convex, meaning your data (stash, sessions, reports, favorites) should appear instantly across all your devices. If data is not syncing as expected, follow the steps below.

## How Sync Works

<Info>
  When you add a strain to your stash, log a session, or generate a report, High IQ writes that data to Convex — a real-time database that pushes updates to all connected devices immediately. There is no manual "sync" button because sync is automatic and continuous.
</Info>

## Common Causes

<AccordionGroup>
  <Accordion title="Changes on one device not appearing on another">
    **Symptoms:** You added a stash item or logged a session on your iPhone, but it does not appear on your iPad (or vice versa).

    **Solution:**

    <Steps>
      <Step title="Verify same account">
        Make sure you are signed into the **same account** on both devices. Go to **Settings** (gear icon) in the app on each device and confirm the same email or Apple ID is shown.
      </Step>

      <Step title="Check internet connection">
        Real-time sync requires an active internet connection on both devices. Open Safari on the device where data is missing and confirm you can load a webpage.
      </Step>

      <Step title="Bring the app to the foreground">
        Sync reconnects when the app comes to the foreground. Open High IQ on the device that is missing data and wait 5-10 seconds for updates to arrive.
      </Step>

      <Step title="Force-close and reopen">
        If data still has not appeared after 30 seconds, force-close the app on the affected device and reopen it. This forces a fresh connection to the sync service.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Data appears outdated or stale">
    **Symptoms:** The app shows old information (for example, a strain you removed from your stash still appears, or a report does not reflect your latest sessions).

    **Solution:**

    <Steps>
      <Step title="Pull to refresh">
        On most screens, pull down to trigger a refresh. This forces the app to re-fetch the latest data from the sync service.
      </Step>

      <Step title="Check for app updates">
        Older versions of High IQ may have sync bugs that have been fixed. Update to the latest version from the App Store.
      </Step>

      <Step title="Force-close and reopen">
        Closing and reopening the app establishes a fresh connection and clears any locally cached stale data.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Sync works on Wi-Fi but not on cellular">
    **Symptoms:** Data syncs fine at home on Wi-Fi, but updates stop appearing when you switch to cellular data.

    **Solution:**

    <Steps>
      <Step title="Check cellular data permissions">
        Go to **Settings > Cellular** on your iPhone, scroll down to find **High IQ**, and make sure the toggle is **on**.
      </Step>

      <Step title="Disable Low Data Mode">
        Low Data Mode can interfere with real-time connections. Go to **Settings > Cellular > Cellular Data Options** and turn off **Low Data Mode**.
      </Step>

      <Step title="Check VPN or firewall">
        If you use a VPN or firewall app, it may block the WebSocket connections that real-time sync depends on. Try disabling it temporarily to test.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Favorites or collections not syncing">
    **Symptoms:** Strains you favorited or added to a collection are not showing up as favorited on another device or after reinstalling.

    **Solution:**

    <Steps>
      <Step title="Confirm you are signed in">
        Favorites are stored in your account. If you are using the app without signing in, favorites are local-only and will not sync.
      </Step>

      <Step title="Wait a moment">
        After favoriting a strain, give sync a few seconds. The heart icon or collection badge should update on other devices within 2-5 seconds on a stable connection.
      </Step>

      <Step title="Force-close on the receiving device">
        If favorites are not appearing, force-close and reopen the app on the device where they are missing.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Reports not reflecting latest data">
    **Symptoms:** You generated a report but it does not include sessions or stash items you recently added.

    **Solution:**

    <Steps>
      <Step title="Check report generation time">
        Reports are snapshots generated at a specific time. If you added new data after the report was generated, the report will not include it automatically.
      </Step>

      <Step title="Regenerate the report">
        Navigate to the Reports section and generate a new report. The new report will include all data up to the current moment.
      </Step>
    </Steps>

    <Tip>
      Reports use AI-powered streaming generation and are created on demand. Each new report reflects the latest state of your data.
    </Tip>
  </Accordion>

  <Accordion title="App shows 'Connection lost' or 'Offline' indicator">
    **Symptoms:** A banner or indicator appears in the app saying the connection to the sync service has been lost.

    **Solution:**

    <Steps>
      <Step title="Check your internet">
        Open Safari and try loading any website. If it does not load, the issue is with your network, not the app.
      </Step>

      <Step title="Wait for automatic reconnection">
        The app will automatically attempt to reconnect every few seconds. If your network comes back, sync should resume without any action needed.
      </Step>

      <Step title="Restart the app">
        If the offline indicator persists for more than a minute on a working connection, force-close and reopen the app.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Understanding Sync Latency

| Scenario                      | Expected Latency                   |
| ----------------------------- | ---------------------------------- |
| Both devices on Wi-Fi         | Less than 1 second                 |
| One device on cellular        | 1-3 seconds                        |
| App returning from background | 2-5 seconds to reconnect           |
| After reinstalling the app    | 5-15 seconds for full initial sync |

## Still Having Issues?

<Snippet file="contact-support.mdx" />