Recover offline Guide sessions and sync conflicts

Use this workflow when Guide session changes remain on a device or an expected Report has not appeared after reconnecting. A prepared offline Guide and a saved session are separate: refreshing a download does not prove that answers synced.

Try normal recovery

1. Return to the device and browser profile where the work occurred, using the same CareMap account. Preserve its local data.
2. Connect to the network and keep CareMap open and visible.
3. Open Settings > Mobile & Offline > Session Sync. Select the affected row’s Details and read the recorded state and retry eligibility.
4. Let eligible changes retry. Checks occur on reconnect, on returning to the app, and about every ten seconds while signed in, online, and visible.
5. Open the affected Guide when you still have access, or check Reports for the expected result. Use Retry session sync when offered for a failed Report capture.
6. Select Refresh sync status to reload the local summary. This button does not trigger replay or confirm server acceptance.

Review the actual Report before attempting another submission. A recovered submitted Report does not mean every previously queued change was included.

Understand work that remains blocked

• Retry: Read Details. A retryable failure does not identify its underlying cause, and native media work may need foreground review rather than automatic replay. Return to the Guide and follow the available upload or capture message.
• Stale package: Review the current Guide while connected and refresh its package as directed. A refresh does not automatically make every old queued change valid for the new content.
• Submitted Report or ended session: The closed session cannot accept the remaining changes. Check the submitted Report; unconfirmed changes kept on the device were not added to it.
• Conflict: Another server change prevents the queued action from applying. Inspect the current Guide/session and involve your administrator or support if it remains unresolved. Session Sync has no overwrite or discard action.
• Missing Guide name: The current workspace may simply lack its display name. The safe Guide and device-session references still distinguish the entry; opening the Guide requires current access.

Preserve work and understand limits

Avoid clearing site/app data or uninstalling while investigating; local records are not a backup on another device. Stay signed in during recovery. Clearing Guide packages does not resolve session conflicts and removes downloaded content you may still need.

A session started offline can expire after 14 days without a recorded update. When recovery detects expiry, it clears that local session and its queued changes and asks you to start from a fresh package. A confirmed deletion of the source Guide can also remove its unreplayable queued changes. Local recovery is not indefinite retention.

If recovery still fails, provide your administrator or support with the Guide and device-session references, device/platform, approximate time, status, recorded failure category, and attempt information. Use an approved channel for any private care information.