Troubleshooting OneSync: Common Error Messages and Fixes
You may encounter the following error messages in OneSync. Here's what they mean and how to resolve them:
Failed Syncing
What it means:
The record failed to synchronize successfully with the Hexoskin server. The sync was not completed, and the data will not be available on the Hexoskin Dashboard.
How to fix:
Right-click the record(s), then select “Retry.”
Storing Failed
What it means:
Before syncing with Hexoskin servers, OneSync creates a local copy of the record and stores it on your computer. The Storing Failed error means that this local copy was not created successfully or has become corrupted.
How to fix:
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Right-click the record.
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Select “Remove” → “Local Copy.”
⚠️ Do not select “Completely”, as this will permanently hide the record. -
Once the local copy is removed, right-click the record again and select “Retry.” The syncing process should restart.
If the Storing Failed error persists after these steps, please contact our support team at support@hexoskin.com. Be sure to include:
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A screenshot of the error message
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A copy of the OneSync logs
This information helps us investigate the issue based on the record details and the user(s) assigned to it.
Processing Loop (Stuck in “Processing”)
What it means:
Sometimes, a record can get stuck in the “Processing” state indefinitely. This typically indicates that the local copy of the record has become corrupted or didn’t initialize properly, preventing the syncing process from moving forward.
How to fix:
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Unplug the Hexoskin device (if it’s still connected).
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Restart the OneSync software:
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On Windows, make sure to fully quit the application:
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Right-click the OneSync icon in the system tray (bottom-right corner of your screen).
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Select “Quit” to fully close the app.
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Then re-open OneSync.
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Right-click the affected record.
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Select “Remove” → “Local Copy.”
⚠️ Do not select “Completely,” as this will permanently hide the record. -
Once removed, right-click the record again and select “Retry.” The process should now restart correctly.
If the issue continues after following these steps, please contact us at support@hexoskin.com with a screenshot of the error and a copy of your OneSync logs.