Troubleshooting Roasting Intelligence (RI) syncing issues

This article will explain the steps of troubleshooting of the most common issues that cause syncing problems with Roasting Intelligence.

• What is a syncing issue?
• Potential causes
  • No active internet connection/slow internet connection
  • Online platform (C-sar) is temporarily unavailable
  • There is an excessive number of Profiles
  • A local network environment is suppressing the connection
  • A corrupted roast file is blocking the outbox

What is a syncing issue?

If the connection between the Roasting Intelligence (RI) and the online platform C-sar is disturbed, the information cannot travel between these two platforms. If this happens, you cannot successfully sync the data.

You are facing a syncing issue if you see one of the following error messages within the Roasting Intelligence (RI):

• Error syncing data: After pressing the Synchronize button in RI.
• You can only change to a machine with an active internet connection: When switching machines in RI Preferences. 

Potential causes

A syncing issue can have different causes:

• No active internet connection/slow internet connection
• Online platform (C-sar) is temporarily unavailable
• A local network environment is suppressing the connection
• A corrupted roast file is blocking the outbox

No active internet connection/slow internet connection

By following the steps below,  you can verify the stability of your internet connection:

1. Open your standard browser and try to access any website. If the loading speed is slow, the page does not load at all, or does not properly load, the syncing issue is most likely caused by the connection.
2. Check if you are connected to the network that you usually use.
3. If you are using a laptop, check if the device is in flight mode.
4. Restart the router to reset the internet connection. 
5. Switch from WiFi to cable or vice versa. 
6. If you can not resolve the connection problems yourself, contact your internet service provider. 

If the internet connection is running smoothly, proceed with the next section. 

The online platform C-sar is temporarily unavailable

Make sure that you can access the Cropster online platform (C-sar) without issues. 

Open your browser and try to access c-sar.cropster.com. If you can access the login page, log in.

• If you see the maintenance page, wait a few minutes and try again. 
• If the loading time is long and eventually there is an error message showing up, try again in a few minutes. If the error persists, please take a screenshot of the error message and report the issue via support.cropster.com. We will get back to you as soon as possible. 

If you can reach c-sar.cropster.com without issues, proceed with the next section.

There is an excessive amount of Profiles 

If you have exceeded the recommended amount of active Profiles, please archive any Profiles you may not need as this may lead to synchronization problems with the Roasting Intelligence (RI). 

By following the steps below, you can bulk-archive your inactive Profiles:

1. Log in to the online platform C-sar.
2. Navigate to Roasts on the main menu bar and select Profiles. You will be directed to the Profiles overview page. 
3. Select the Profile Clean-up button located in the top right corner of the page.
   
4. You will be directed to the Profile clean-up page displaying your inactive Profiles that have not been accessed in the past 90 days.
5. You can utilize the Filter button to refine your search for specific Profiles based on the following criteria:
   • Name
   • Machines
   • Locations
6. By clicking on the respective checkboxes, you can select the Profiles you would like to bulk-archive.  The  Archive selected button appears on the top right side of the page. 
7. Click on  Archive selected to bulk-archive the selected inactive Profiles. 

A local network environment is suppressing the connection

If your company uses a firewall to restrict access to internet domains, you will need to allow the Cropster domain.

Please allow *.cropster.com to ensure an unrestricted data stream between RI and the online platform.

Alternatively, try to change the network by connecting your PC to the internet via a mobile hotspot. If the sync starts working when connected via the mobile hotspot or a different network, the issue refers to a problem within your local network. Please reach out to your network administrator or service provider to resolve the issue.

A corrupted roast file is blocking the outbox

If you can rule out the potential causes above, it is likely a corrupted roast file is causing the syncing issue. This file will then be stuck in your local outbox, preventing subsequent roasts from syncing.

Related content

• How to export my Roasting Intelligence (RI) log files
• Managing Profiles 
• Bulk-archiving inactive Profiles 

Congratulations! You learned the steps of troubleshooting the most common issues that cause syncing problems with Roasting Intelligence (RI). 

Your opinion matters. If you have further questions, feedback, or concerns, please feel free to reach out by submitting a support ticket directly from support.cropster.com.