Troubleshooting Real-Time Sync Issues

Data Not Saving

Symptom: A notification appears indicating that recent changes could not be saved.

Solutions:

1. Saving is retried automatically before a failure notification is displayed.
2. Check that the Real-Time Sync Server container is running, using the Container Status view of Dermi Atlas Manager or Docker Desktop.
3. Verify network stability. Unstable connections can interrupt saving.
4. The browser should not be closed immediately after a failure, as pending data may still be recoverable.

Frequent Disconnections (Loading or Offline Status)

Symptom: The save-status indicator frequently shows "Loading" or switches to "Offline" / "Changes cannot be saved", or the session disconnects intermittently.

Solutions:

1. Wi-Fi instability is a common cause. A wired Ethernet connection is recommended for consistent connectivity.
2. Verify that the firewall allows WebSocket connections. For port and firewall configuration, see Troubleshooting Network and Connectivity Issues.
3. The application reconnects automatically after a dropped connection.

Safari: Connection Blocked or Delayed

Symptom: Safari blocks or delays the WebSocket connection to the local server.

Solutions:

1. Grant Local Network Access (LNA) permission when prompted by Safari.
2. If Local Network Access was previously denied, re-enable it at the operating-system level. On iPhone or iPad, re-enable Local Network access under Settings => Privacy & Security => Local Network (or Settings => Apps => Safari). On a Mac, re-enable it under System Settings => Privacy & Security => Local Network.
3. Chrome can be used as an alternative browser if Safari continues to block connections.

Unexpected Session Expiry While Working

Symptom: The session terminates unexpectedly during active use.

Solutions:

1. If the session is no longer valid (for example, after a password change or a sign-out elsewhere), the application attempts to restore the session automatically and reloads the page if it cannot be restored.
2. An "Operation requires a valid license" error indicates a license issue. For license problems, see Troubleshooting Licensing and Subscription Issues.
3. Multiple browser tabs using the same account should be avoided, as session version conflicts can cause unexpected terminations.

Sync Delays or Lag

Symptom: Data changes take longer than expected to appear on other connected devices.

Solutions:

1. A brief delay before changes appear on other devices is expected behavior.
2. High numbers of concurrent users or bulk operations increase server processing time.
3. After the browser returns from a background tab or sleep, a brief grace period allows the connection to re-establish before it is reported as offline.