Sync & Network Issues
Resolve connectivity and data synchronization problems in Olympus Cloud. This guide covers offline sync behavior, network troubleshooting, WiFi vs. cellular considerations, VPN conflicts, webhook delivery, and data sync delays.
How Sync Works
Olympus Cloud uses a combination of real-time and background sync to keep your data current.
| Sync Type | When It Happens | Data Types |
|---|---|---|
| Real-time | Immediately on action | Clock-in/out, messages, schedule changes |
| Background | Every 5-15 minutes | Analytics, reports, dashboard metrics |
| On-demand | When you pull to refresh | All visible data |
| Offline queue | When connectivity is restored | Actions taken while offline |
Offline Sync
What Works Offline
When you lose network connectivity, Olympus Cloud queues actions locally and syncs them when you reconnect.
| Feature | Offline Behavior |
|---|---|
| Clock in/out | Recorded locally with timestamp, syncs on reconnect |
| View schedule | Last-downloaded schedule available (read-only) |
| Break start/stop | Recorded locally, syncs on reconnect |
| View messages | Previously loaded messages visible |
| Send messages | Queued, sent on reconnect |
| Request time off | Queued, submitted on reconnect |
What Requires Connectivity
| Feature | Why |
|---|---|
| Shift swap requests | Requires real-time availability check |
| Open shift pickup | Requires confirmation from server |
| Schedule publishing | Must notify all affected employees |
| Report generation | Queries live data |
| Payroll sync | Requires connection to payroll provider |
Offline Sync Indicators
| Indicator | Meaning |
|---|---|
| Cloud icon with checkmark | Fully synced, connected |
| Cloud icon with arrows | Sync in progress |
| Cloud icon with exclamation | Pending sync items (offline) |
| Cloud icon with X | No connectivity, items queued |
Resolving Offline Sync Issues
If data taken offline has not synced after reconnecting:
- Open Olympus Cloud and verify you have internet connectivity
- Pull down to refresh on the main screen
- Go to Profile > Sync Status to view pending items
- If items are stuck, tap Retry Sync
- If sync continues to fail, check for app updates
- As a last resort, contact support with the sync error details
Clock-In Timestamp Accuracy
Offline clock-ins use your device's local time. If your device clock is incorrect, the recorded clock-in time will also be incorrect. Ensure your device's automatic date and time setting is enabled: Settings > Date & Time > Set Automatically.
Network Connectivity
Diagnosing Network Issues
Follow these steps when Olympus Cloud reports connectivity problems:
Step 1: Check basic connectivity
- Open a web browser and visit any website
- If websites do not load, the issue is with your network, not Olympus Cloud
Step 2: Check Olympus Cloud service status
- Visit status.olympuscloud.ai
- Check for ongoing incidents or maintenance
Step 3: Test Olympus Cloud specifically
- Try loading app.olympuscloud.ai in a browser
- If the website loads but the app does not work, the app may need updating
Step 4: Check network restrictions
- Confirm that
*.olympuscloud.aiis not blocked by your network - Check for firewall or content filter restrictions
Network Requirements
| Requirement | Minimum | Recommended |
|---|---|---|
| Download speed | 1 Mbps | 5 Mbps or faster |
| Upload speed | 0.5 Mbps | 2 Mbps or faster |
| Latency | Under 200ms | Under 100ms |
| Protocol | HTTPS (port 443) | HTTPS (port 443) |
| DNS | Standard DNS resolution | Google DNS (8.8.8.8) or Cloudflare (1.1.1.1) |
Required Domains
Ensure these domains are accessible on your network:
| Domain | Purpose |
|---|---|
app.olympuscloud.ai | Main application |
api.olympuscloud.ai | API endpoints |
cdn.olympuscloud.ai | Static assets |
ws.olympuscloud.ai | WebSocket connections (real-time updates) |
*.googleapis.com | Android push notifications |
*.push.apple.com | iOS push notifications |
WiFi vs. Cellular
WiFi Recommendations
| Scenario | WiFi Setting | Notes |
|---|---|---|
| Office/workplace | Connect to company WiFi | Most reliable for real-time features |
| Kiosk tablet | Dedicated WiFi with cellular backup | Ensures always-on connectivity |
| Multi-floor building | Verify signal on each floor | Weak WiFi is worse than cellular |
Cellular Recommendations
| Scenario | Cellular Setting | Notes |
|---|---|---|
| Field workers | Use cellular as primary | No WiFi dependency |
| Weak WiFi areas | Disable WiFi, use cellular | Prevents constant reconnection |
| Low data plan | Use WiFi where available | Olympus Cloud uses approximately 50-100 MB/month |
Data Usage Estimates
| Activity | Approximate Data Per Month |
|---|---|
| Clock in/out only | Under 10 MB |
| Schedule viewing | 10-25 MB |
| Messaging (text) | 20-50 MB |
| Messaging (with photos) | 50-200 MB |
| Full usage (all features) | 50-100 MB |
WiFi-to-Cellular Handoff Issues
If the app loses connection when switching between WiFi and cellular:
- Wait 10-15 seconds for the connection to re-establish
- If the issue persists, manually toggle WiFi off and back on
- For chronic handoff issues, disable WiFi auto-join for unreliable networks
- Check that "WiFi Assist" (iOS) or "Mobile Data Always Active" (Android) is enabled
VPN Issues
Common VPN Problems
| Problem | Symptoms | Solution |
|---|---|---|
| Connection blocked | App shows "Unable to connect" | Add *.olympuscloud.ai to VPN split-tunnel exclusions |
| Slow performance | App loads slowly, sync delays | Use split tunnel instead of full tunnel for Olympus Cloud |
| Location inaccuracy | Clock-in says wrong location | VPN is masking real location; use GPS mode |
| WebSocket failures | Real-time updates not working | Ensure VPN allows WebSocket connections (port 443) |
| Push notification delays | Shift reminders arrive late | Allow push notification services through VPN |
VPN Configuration for IT Admins
If you manage the VPN for your organization, configure these exceptions:
Split tunnel exclusions (bypass VPN):
- *.olympuscloud.ai
- *.googleapis.com (for FCM push notifications)
- *.push.apple.com (for APNs push notifications)
- *.cloudflare.com (for CDN and edge services)
VPN and Geofencing
If your organization uses VPN with geofenced clock-in, ensure the VPN does not route Olympus Cloud traffic through a server in a different geographic location. This can cause false "not at work location" errors. Configure split tunneling or use GPS-based geofencing instead of IP-based.
Webhook Delivery Issues
Webhooks send real-time notifications to external systems (payroll, HRIS, Zapier).
Checking Webhook Status
- Go to Settings > Integrations > Webhooks
- View the delivery log for each webhook endpoint
- Check the status of recent deliveries:
| Status | Meaning | Action |
|---|---|---|
| Delivered | Successfully received by endpoint | None |
| Pending | Queued for delivery | Wait, typically delivers within 60 seconds |
| Failed | Endpoint returned error | Check endpoint availability and response |
| Retrying | Delivery failed, retrying | System retries 3 times with exponential backoff |
| Dead | All retries exhausted | Fix endpoint and manually replay events |
Webhook Retry Schedule
| Attempt | Delay | Total Elapsed |
|---|---|---|
| 1st retry | 1 minute | 1 minute |
| 2nd retry | 5 minutes | 6 minutes |
| 3rd retry | 30 minutes | 36 minutes |
| Marked dead | No more retries | 36 minutes |
Troubleshooting Failed Webhooks
- Check the endpoint URL: Verify it is correct and accessible
- Check the response code: The endpoint must return HTTP 200-299
- Check the payload: View the sent payload in the delivery log
- Check endpoint availability: Ensure the receiving server is running
- Check authentication: Verify any required API keys or tokens
- Test manually: Use the Send Test button to send a sample payload
Replaying Failed Events
- Go to Integrations > Webhooks > Delivery Log
- Filter for failed deliveries
- Select the events to replay
- Click Replay Selected
- Monitor the replay status
Data Sync Delays
Identifying Sync Delays
| Symptom | Likely Cause |
|---|---|
| Dashboard shows stale data | Background sync cycle has not completed |
| Schedule change not visible to employees | Sync propagation delay (typically under 30 seconds) |
| Clock-in not appearing in reports | Data aggregation runs on 5-minute cycle |
| Integration data out of date | External system sync on scheduled interval |
Resolving Sync Delays
For employees:
- Pull down to refresh in the app
- Close and reopen the app
- Check your network connection
For managers:
- Click the Refresh button on the dashboard
- Check the sync status indicator in the header
- Verify the action was completed (e.g., schedule was actually published)
For admins:
- Go to Settings > System Status
- Check the sync health indicators
- If a sync job is stuck, click Force Sync
- Review the sync log for errors
- Contact support if sync remains delayed after 15 minutes
Integration Sync Schedules
| Integration | Default Sync Frequency | Can Be Changed |
|---|---|---|
| Payroll (ADP, Gusto, etc.) | On-demand or scheduled | Yes |
| HR Systems | Every 4-6 hours | Yes |
| Calendar (Google, Outlook) | Real-time via webhook | No |
| Communication (Slack, Teams) | Real-time | No |
Quick Diagnostic Checklist
Use this checklist when experiencing any sync or network issue:
- Is the device connected to the internet? (Open a browser to test)
- Is status.olympuscloud.ai showing any incidents?
- Is the Olympus Cloud app updated to the latest version?
- Is the device clock set to automatic date and time?
- Are location services enabled for Olympus Cloud?
- Is battery optimization disabled for the app?
- If on VPN, is
*.olympuscloud.aiin the split-tunnel exclusion list? - Has the device been restarted recently?