Constant Errors from a user who is not using the app

[glencastle]

We have an app that has been in use without issues for the past 4 to 5 months, with no recent changes.  Over the last few days I have been getting error notifications every 5-10 minutes for a specific user who was trying to enter some data.  The error I'm seeing in the audit log is "Unable to update row in table 'xxx'. → Invalid request provided to AppSheet database".   I should mention that I can perform the same actions without any issue.

While trying to troubleshoot this, I realized that the errors were either coming at specific intervals (exactly 10 minutes apart to the second), or in the middle of the night when no one was using the app.  This led me down a path of investigating sync issues.  The user did say he sees the "red exclamation in a circle" symbol by the sync button, so I asked him to delete and reinstall the app on his iPhone, re-login, etc.  but this did not resolve the issue.  The iPhone seems to have re-constituted his queued update history and is trying to communicate with the server again. 

Has anyone experienced or had to resolve a similar situation?  I am concerned that this is one of our few "pilot trial users" and he is frustrated to the point of recommending that we abort using the app (and Appsheet).

[WillowMobileSys]

If you are seeing a "red exclamation in a circle" in an AppSheet app on the iPhone, that is something new - maybe a recent enhancement?  Can it be tapped to see an error message?

Have the user check the side-menu, scroll down and see if there is a Menu option appearing named "Reset Changes".  This shows when an error has occurred while data was being submitted.  This kind of error will halt any additional data changes from being submitted to the AppSheet servers.

If you are trying to reproduce the error, make sure you are entering the same exact data that the user did.  

If that option is appearing, have the user tap it to clear the error.  It will, unfortunately, also clear any additional unsubmitted changes.  Once the "Reset Changes" finishes completely, have the user tap Sync to ensure no additional errors occur.  Lastly check that the user has the correct app version on their device.

If the "Reset Changes" option is not appearing, then you will need to contact AppSheet with the error message to see if they can provide some information.   The error implies that the update request wasn't in a proper format in some way.  For example, maybe the user entered some data that the app is allowing but the database is not.  

I hope this helps!

[scott192]

Sounds to me like the usual App was updated and redeployed, but the user did not get the update and is still working with the old version...possibly with an outdated database schema that does not now match the latest update.

[glencastle]

Thanks for the replies.  This finally cleared on its own, so I think it was possibly the user using an older version of the app.  I also made a couple changes to how our references work (I was using a key for some of them other than Row ID) so perhaps that helped as well.