Troubleshoot: JumpCloud Password Manager Paired Apps Aren’t Syncing

Symptoms

Personal items, folder items, permissions, or any changes applied on one JumpCloud Password Manager app are not syncing to other paired apps on different devices.

Resolution

1. First, restart the JumpCloud Password Manager apps on each of the paired devices.

2. Verify that the apps are up to date. To check for updates on the various devices, see Troubleshoot: Update the JumpCloud Password Manager App.
3. Next, verify that there aren’t any potential networking issues on your devices or in your environment. Try switching to a mobile hotspot or turn on/off airplane mode.
4. Make sure no firewall or networking rules are blocking Password Manager app traffic on one or all of the devices.
5. On all paired apps, go to the JumpCloud Password Manager app settings and click the Synchronize button:
   • In the iOS app this is called Force sync.
   • In the Android app this is called Synchronize your data.
     
6. If the issue persists, add a new item, or edit an existing item as this can help to trigger a sync.
7. If the issue persists after adding or editing an item, unpair the impacted apps from the primary app that has the correct information. See Troubleshoot: Unpair The JumpCloud Password Manager App.
8. Then pair the app that was just unpaired again to your working app.

If the previous steps did not resolve the issue, gather the following info from the impacted user and submit a ticket with the JumpCloud Support team. See Contact JumpCloud Support.

1. The JumpCloud Password Manager App logs.
2. The impacted user IDs and the device IDs.
3. An accurate description of the issue the user is facing. Screenshots, visuals, or video clips will be extremely helpful for our engineering teams.
4. The app versions on each impacted device.