Spectra/myStratus Desktop | Troubleshooting the Mobile App

PLEASE NOTE:
The majority of the contents in this guide apply to both StudioPlus Spectra AND myStratus Desktop.
In most cases, instructions referring to "Spectra" also apply to myStratus Desktop.

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Contents

Welcome
myStratus API and Zapier Integration
Lab Integration
- Getting Started with Lab Integration
- Enabling Lab Integration
- Production Statuses for Lab Integration
- Price List for Lab Integration
InspiredByYou.com 2.0
- Overview
- Features
- Existing Users - Upgrading Process
  - Transitioning to InspiredByYou 2
  - Additional Set-up
- New Users - Setting up InspiredByYou
- FAQ's: InspiredByYou.com 2.0
Getting Started
- Overview
- Getting Help
- myStratus
- Best Performance Practices
- Basic Setup How To's
Getting Around the Software
- Navigating Spectra Video
- Home Page Overview
- FAQ: How to read Today's Snapshot
- Customizing the Home Page
- Notification Center
- Company Shortcuts
- FAQ - Alphabetized List of All our FAQ's
Menus
- File Menu
- Go Menu
- Maintenance Menu
- Utilities Menu
- Tools Menu
- Reports Menu
- Help Menu
Accounting
- Accounting Overview
- Setting up the Accounting Link - NEW to 2021 - QuickBooks Online
- Using the Accounting Link
- End of Day Wizard
- Cash Reconciliation
- FAQ - Unlocking Posted Invoices
- FAQ - Reconciling with QuickBooks Desktop
Advanced Features (Tools)
- Filters
- Triggers
- Triggers - 2016 and Older
- Wizard Builder
Appointments & Sessions
- Scheduling Overview
- Help! Should I create an appointment or session?
- Using the Scheduling Wizard
- Appointments
- Sessions
Calendar
- Calendar Overview
- Calendar How To's
- Customizing the Calendar
Clients
- Clients Overview
- Client Reference
- Client Ribbon
- Clients Hub
- Client Wizard
- Client How To's
- Customizing Clients
- Client Maintenance
- Client Referral Programs
Communication
- Communication Overview
- Messages Hub
- Communication Wizard
- Managing Scheduled Communication Jobs
- Form Letter Builder
- HTML Email Builder
- FAQ - Header / Footers Printing on HTML Letters
- FAQ - HTML Emails vs. Email Form Letters
- FAQ: How to export SendGrid HTML Emails and use them in Stratus
- Communication Maintenance
- Email
- Phone Calls
Control Center
- The Control Center
- Control Center Logs
Credit Card Processing
- Credit Card Processing Overview
- TSYS (Cayan) Credit Card Processing (US)
- Genius Credit Card Terminals (US)
- eWAY Credit Card Processing (AU NZ)
- Global Payments Credit Card Processing (UK, EU, Canada)
Dashboard
- Dashboard Overview
- Dashboard Examples
- Performance Panels
- Dashboard Reports
- Reading your Dashboard
- Arranging your Dashboard
- FAQ: How to Delete a Dashboard Report
- Setting up Budgets
Data Management
- Spectra Database Utility
- myStratus Database Utility
- Internet Update Utility - Spectra 2014 or older
- Maintaining your Spectra Database
- Database Backup Best Practices
- Updates and Upgrades
- FAQ - Upgrading to Spectra SQL
- FAQ - myStratus Firewall
Digital Workflow
- Digital Workflow Overview
- Workflow Ribbon
- Workflow Hub
- Digital Workflow Reference Guide
- Digital Template Builder Overview
- Printing Workflow
- Workflow How To's
- Digital Integrations
- Digital Maintenance
Hubs
- Hub Overview
- Customizing the Hubs
InSpiredByYou.com 1.0 (Spectra only)
- Setting up InSpiredByYou
- Synchronizing InSpiredByYou
- Using InSpiredByYou
- Tips for Managing InSpiredByYou
- Contracts - SPECTRA only - IBY 1.0
- Client Album Statuses
- FAQ - Finding InSpired Orders in Spectra
Invoices
- Invoicing Overview
- Invoicing Setup
- Invoices Hub
- Invoice Reference
- Invoice Ribbon
- Features of the Invoice Line Item Detail Screen
- Invoice Wizard
- Invoice How To's
- Invoice Maintenance
Mobile Devices
- MyStratus Mobile App (Stratus ONLY)
- Google Syncing
Online Booking (myStratus ONLY)
- Getting Started with Online Booking
- Online Booking Overview
- Online Booking Set Up
- Online Booking Set up - Session and Appointment Types
- Online Booking Set up - Time Slots
- Online Booking Set up - Additional Features
- Online Booking Promotions
- Online Booking for Organizations
- FAQs - Online Booking
Payments and Refunds
- Features of Payment and Refund Records
- Payment Wizard
- Payment How To's
Price List
- Price List Overview
- Price List Reference
- Price List Ribbons
- About Item Types
- Creating a Coupon or Promotion
- Creating a Package
- Inventory
- Advanced Pricing
- Unit Pricing
- Importing a Price List
- Price List View Options
- Price List Maintenance
Production
- Production Overview
- Production Hub
- Production Order Reference
- Production Order Ribbon
- Preproduction Order Reference
- Preproduction Order Ribbon
- Production How To's
- Production Maintenance
Reports
- Sales Tax Report
- Account Receivable Aging Report
- Customer Deposit Reconciliation Report
- Print Group of Invoices Report
- Order Status Report
- Pictorial Directory - Deprecated 2018
- Time Sheet
- Employee Commissions Report
- Inventory Quantity On-Hand
- Client Referral Report
- Lists and Labels
- Organization Reports
- Gift Certificate Reports
  - Gift Certificate Activity
  - Gift Certificates Outstanding
- Loyalty Rewards Reports
  - Loyalty Rewards Activity
  - Loyalty Rewards Outstanding
- Analysis Reports
- Custom Reports
- Dashboard Reports
- Saved Reports and Report Subscriptions - NEW 2020!
StudioPlus Finale
- StudioPlus Finale Overview
- Setting up Render Jobs
- Finale Ribbon
- Finale Settings
- Using Finale
- Tasks
Users and Security
- Audit Trail Logs
- Data Entry Validation
- GDPR Practices (EU)
- FAQ: How to add Allow Marketing flags
- Time Clock
- FAQ: How to fix overlapping Clock in's
- FAQs - Ex-Employees
- Setting up Users
- Setting up Departments
- Setting up Security
- Security Settings
Web Forms (myStratus ONLY)
- Introduction to Web Forms
- 1. Web Forms Preferences
- 2. Building Web Forms
- 3. Creating Web Forms for Clients
- 4. Accessing Web Forms
- Web Form Statuses
- Bulk Create Web Forms
Optional Add-Ons
- Perfectly Clear Plug-in
- myStratus Maps
- DataSafe (Spectra only) - Depreciated 2023
  - Getting Started with DataSafe
  - Troubleshooting DataSafe Setup
- StudioPlus Mail
- OnLocation - Depreciated 2023
  - Getting Started with OnLocation - Depreciated 2023
  - Tips for using OnLocation - Depreciated 2023
- SMS Text Messages
- How to flag many clients SMS texts boxes
Appendices
- End User License Agreement
- StudioPlus Mail TOU

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Home > Mobile Devices > MyStratus Mobile App (Stratus ONLY) > Troubleshooting the Mobile App
Troubleshooting the Mobile App

NOTE: This feature is available in the Standard, Professional, and Enterprise versions of myStratus Desktop. Spectra does not include this feature.

The Mobile App is actually a fairly new Stratus feature, and doesn’t have the identical features as Stratus Web and Desktop . So, when things don't seem to be adding up correctly in the mobile app, try these troubleshooting tips to see whether the issue can resolve itself. Also, if after going through these troubleshooting tips the issue still hasn't been resolved, feel free to contact Tech Support for further guidance.

1. Has the App finished its initial sync?

After you are first able to log into the mobile app, the app must complete one, continuous sync in order for all of your data to sync over. So if you close the app before it finished the sync, then it will not be able to finish.
Check under More > Sync Information to see the status of the app's synchronization.

2. Have you recently changed your password for Stratus?

If you have recently changed your password in Stratus, but haven't updated it in the mobile app, then the app will stop syncing. When the password has been changed, the mobile app will send one prompt and leave a notification in the Notifications tab in the app.

To update your password in the mobile app, go to More > Settings, and enter in the correct password.

3. Have you fully closed out of the app and went back in?

While it may seem contradicting to the initial sync, it is good to fully close out of the app if you are not using it. This way, it can start a fresh sync the next time you open the app.
For iOS Users: To fully close out of the mobile app, double tap the home button of your device, and where it shows the mobile app, swipe the page up so it disappears from view.

For Android Users: The ability to fully close out of an app is different for each device.

4. Have you tried resetting the app?

Sometimes devices have difficulties syncing to Stratus. When this happens, and the above steps do not help, then the next step to try is to reset the app.
To reset the mobile app, go to More > Utilities >Reset Local Database. You will then be prompted to reset the app. Note: This does not delete your data, it merely resets the connection between the app and your data.
After you have reset the database, you will need to log into the app again and allow it to complete its initial sync again.

5. Have you tried to uninstall and reinstall the app?

It could be that the app isn't up to date or it's having issues connecting to the data from your device.
If none of the above tips have helped, try resetting the app as described in Step 4, uninstalling the app, restarting your device, and reinstalling the app.