Applicable to End Users
Use this topic if message synchronization does not complete as expected after you install or reinstall the Capture Mobile app.
Synchronization is taking a long time
The Synchronizing messages screen retrieves your messages from the last two months from the server. The time taken depends on the size of your message history, and a large history can take more than 20 minutes.
Keep the app in the foreground until the progress bar completes.
Make sure the device has a stable network connection.
The progress bar restarted
If you close the app during synchronization, the progress bar restarts from the beginning of the display the next time you open the app. Synchronization continues from where it stopped, and messages that were already retrieved are not synchronized again.
Synchronization stopped and the chat list is displayed
If the network connection is lost, the app opens to the chat list and continues synchronizing in the background when a connection is available. Reconnect the device to a network and keep the app open.
Some chats or messages are missing
Messages older than two months are not restored.
Chats that you cleared or deleted before uninstalling the app are not restored.
Broadcast channels and broadcast messages are not restored.
For the full list of what is and is not restored, see Restoring Your Message History After Reinstall.
Contacting support
If synchronization does not complete after these checks, send your app logs to Smarsh Support. For more information, see Sending Capture Mobile Logs.