Why a document may not appear in Offline Sync

Leo Comia Updated by Leo Comia

Permission required: Prompt Admin, Admin

Overview

The Prompt Offline Sync solution downloads selected organisational documents so they can be accessed when the primary Prompt system is unavailable.

If a document exists in Prompt but does not appear in the Offline environment, it is typically due to the document’s status, location, visibility settings, or sync timing.

1. The document is not Active

Only Active (published) documents are included in the Offline Sync process.

Documents that are in any of the following states will not be synced:
  • Draft
  • In approval workflow
  • Disabled
  • Archived
  • Deleted

If the document has not yet been published as an active version, it will not appear in the offline environment.

2. The document is in a Restricted Location

Documents stored within a Restricted Location are not included in Offline Sync.

Restricted Locations are designed to limit access to specific users or roles, and these documents are intentionally excluded from the offline environment.

3. The document is set to Private

Documents with visibility set to Private are excluded from Offline Sync.

Private documents are restricted to specific users and are not replicated to the Offline server to maintain access control and security boundaries.

4. The document has not been included in the next sync yet

The Offline Sync Agent runs on a scheduled task and only downloads documents that have been updated since the previous sync.

If a document was recently:

  • Published
  • Updated
  • Reactivated

It may not appear until the next scheduled sync cycle completes.

5. The document belongs to another organisation

Offline Sync only retrieves documents belonging to the organisation configured in the Offline environment.

If a document is:
  • Shared externally
  • Owned by another organisation
  • Located in a different Prompt tenant

it will not be included in the sync package.

6. The Offline Sync process has failed or not completed

If the scheduled sync process fails or stops running, new or updated documents will not be downloaded to the Offline server.

Signs this may be the issue include:
  • Recently updated documents are missing from the Offline Server
  • No new documents appear after multiple days
  • Sync logs showing errors

How to confirm whether a document should sync

Check the following in Prompt:
  1. The document is Active
  2. The document has a published version
  3. The document is not located in a Restricted Location
  4. The document is not set to Private
  5. The Offline Sync job has run successfully since the last update
  • Go to Manage Organisation > Edit Organisation Name > Offline Sync
  •  Click Show Key

How did we do?

How to change a Document Owner

How to Add a Searchable Location in Prompt

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