How to manually trigger or troubleshoot the Offline Sync process

Leo Comia Updated by Leo Comia

Permission required: Prompt Admin, IT Administrator

Overview

The Prompt Offline Sync Agent runs as a scheduled task that downloads updated documents from the main Prompt system and stores them locally on the Offline server.

Administrators may occasionally need to manually trigger the sync or troubleshoot why documents are not appearing.

How the Offline Sync process works

During each sync cycle, the agent:
  1. Reads the lastSyncTime value from the Offline database.
  2. Sends a request to the Prompt API.
  3. The API returns documents that:
    • Are Active
    • Are not in Restricted Locations
    • Are not set to Private
    • Have been updated since the last sync
  4. The documents are packaged and downloaded.
  5. Files are extracted into the Offline document directory.
  6. The lastSyncTime value is updated.

How to manually trigger a sync

Method 1 – Run the Windows Scheduled Task
  1. Log in to the Offline Server
  2. Open Task Scheduler
  3. Locate the Prompt Offline Sync task
  4. Right-click the task
  5. Select Run
Method 2 – Run the Sync Agent manually
  1. Navigate to the Offline installation directory, C:\Program Files (x86)\Prompt\PROMPT.Offline
  2. Run the Offline Sync executable.
  3. Monitor the logs or console output for progress.

How to confirm the sync has completed successfully

Check the document folder

C:\ProgramData\Prompt\PROMPT.Offline\Documents

New or updated documents should show recent timestamps.

Review the sync logs

Logs typically include:

  • Sync start time
  • Documents downloaded
  • API responses
  • Any errors encountered

Look for messages such as:

  • Sync completed successfully

2025-11-25 03:22:52.132 +00:00 [INF] SyncAgent has polled for 373.568592 seconds

2025-11-25 03:22:52.134 +00:00 [INF] SyncAgent finished polling sync controller for changes and got new package url

2025-11-25 03:22:52.138 +00:00 [INF] SyncAgent starting download of new package

2025-11-25 03:22:52.237 +00:00 [INF] SyncAgent downloaded 0 disabled documents

2025-11-25 03:22:52.241 +00:00 [INF] SyncAgent deleting documents

2025-11-25 03:22:52.243 +00:00 [INF] SyncAgent finished removing documents

2025-11-25 03:22:52.246 +00:00 [INF] SyncAgent downloaded 0 documents

2025-11-25 03:22:52.247 +00:00 [INF] SyncAgent adding/updating new documents

2025-11-25 03:22:52.248 +00:00 [INF] SyncAgent finished copying documents

2025-11-25 03:22:52.287 +00:00 [INF] SyncAgent adding/updating new offline data

2025-11-25 03:22:52.324 +00:00 [INF] SyncAgent updating 1 Organizations

2025-11-25 03:22:52.370 +00:00 [INF] SyncAgent updating 2 Departments

2025-11-25 03:22:52.403 +00:00 [INF] SyncAgent updating 2 Sections

2025-11-25 03:22:52.421 +00:00 [INF] SyncAgent updating 2 DocumentTypes

2025-11-25 03:22:52.618 +00:00 [INF] SyncAgent starting sync completed callback

2025-11-25 03:22:53.366 +00:00 [INF] SyncAgent completed.

  • No new documents available
  • API request failed

Common Offline Sync issues

Sync task not running

Possible causes:

  • Scheduled task disabled
  • Incorrect service account permissions
  • Server restart is preventing task execution

API connection errors

Possible causes:
  • Firewall blocking the API endpoint
  • Incorrect API configuration
  • Network connectivity issues

Documents are missing from the Offline Server

Possible causes:
  • Document is Private
  • Document is in a Restricted Location
  • Document is not Active
  • Sync job has not yet run since the last update

 

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