When you change a device's configuration in Device Management, the Synchronizing column shows Not Synchronized until the device picks up the change. If a device stays Not Synchronized, it hasn't received the update yet. This article covers why, and how to resolve it.
Before you troubleshoot
Confirm the device has a pending change — a tag, Portal Beam, or Anchor Beacon shows a Pending Update status when it does. Then check the device's Status, because a device receives updates only while it's Online.
Causes and resolutions
The device is Offline
A device that's Offline can't receive a pending update.
- Check the device's Status. If it shows Offline, resolve that first. See Troubleshooting: a device shows Offline.
- Once the device returns to Online, it picks up the pending change and the column shows Synchronized.
No Portal Light is in range
Tags, Portal Beams, and Anchor Beacons receive updates from an in-range Kontakt.io Portal Light. If no Portal Light covers the device, it can't synchronize on its own.
- Confirm a Portal Light covers the device's location and shows Online.
- If no Portal Light covers the area, synchronize the device on-site with the Kio Setup Manager app. See Synchronize device pending updates with the Kio Setup Manager app.
For how synchronization works and every way a device can receive updates, see About synchronizing devices to receive pending configuration updates.
If the issue persists
If a device stays Not Synchronized after it's Online and within range of a Portal Light, contact Kontakt.io support. Include the device's Unique ID, the change you made, and when you made it.