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RazorSync Mobile Sync Errors

This guide will walk you through the two most common mobile sync errors your team might encounter — on both iOS and Android — and show you exactly how to resolve them in minutes, so your crew can get back to what they do best.

⚠️ Error #1: "Business Rule Violation — Display Name Should Be Unique"

What's Really Happening:
Your tech just wrapped up a call with a new customer and added them into RazorSync on the spot — great initiative! But here's the catch: that customer already existed in your system. This commonly happens because of the Just in Time (JIT) sync setting, which only loads a focused snapshot of customer data onto the device. If the existing customer wasn't in that window, your tech had no way of knowing they were already there.

RazorSync caught the duplicate before it could cause billing confusion or messy records. That's a win.

How to Fix It (iOS & Android):

  1. Tap the Error Message. This will pull up the duplicate customer record so you can see exactly what was created.
  2. Check for Attached Records. Before doing anything, ask yourself: Has anything been created for this duplicate customer? Look for any service requests, invoices, or quotes tied to their name.
  3. Choose Your Path:
    • ✅ If records exist (service requests, invoices, quotes): Don't delete! Instead, rename the duplicate customer to make it unique (e.g., "John Smith - Duplicate - Review"). This keeps your data safe while you sort things out back at the office.
    • 🗑️ If no records exist: You're in the clear. Simply delete the duplicate customer and link any future work to the correct existing record.

💡 Pro Tip — Prevent This Before It Happens!
The JIT (Just in Time) setting is a powerful tool that keeps your app fast and lean by only syncing relevant data to your techs' devices. However, it means techs need to use the "Search Online" option when they're unsure if a customer already exists. Make it a team habit: always search before creating a new customer. A quick 5-second search can save you 30 minutes of cleanup later. Consider adding this step to your technician onboarding checklist!

⚠️ Error #2: "Custom ID Should Be Unique"

What's Really Happening:
This error means RazorSync has spotted a potential duplicate work order or invoice ID in the system. This can happen when data gets out of sync between the app and the server — usually after connectivity hiccups in the field. Again, RazorSync is doing its job: keeping your records clean and your billing accurate.

How to Fix It — iOS:

  1. Tap the Duplicate ID shown in the error. RazorSync will attempt to navigate you directly to the conflicting work order so you can identify it.
  2. Found the duplicate? Review it and reconcile the records manually.
  3. Can't locate it? No worries — an Application Reset will clear things up. But first, a critical step:
    • ✅ Verify your last sync time. Make sure all data, photos, and attachments have been successfully uploaded to the cloud before resetting. You don't want to lose any field notes or customer signatures!
  4. To Reset on iOS:
    • Tap the ☰ (3 bars / hamburger menu)
    • Tap Synchronization Settings
    • Tap Application Reset
    • Enter your RazorSync password to confirm
    • Sign back in and you're good to go!
  5. Alternative: If the reset doesn't do the trick, simply uninstall and reinstall the RazorSync app. Your cloud data is safe and will repopulate on login.

How to Fix It — Android:

  1. Tap the Duplicate ID shown in the error to try to locate the conflicting work order.
  2. Can't find it? Time for an Application Reset. Again — confirm your last sync first to make sure no data is at risk.
  3. To Reset on Android:
    • Tap the ☰ (3 bars / hamburger menu)
    • Tap Application Reset (displayed in red)
    • Sign back in once the reset is complete.
  4. Alternative: Uninstall and reinstall the app for a fresh start. Your data lives in the cloud, so nothing is lost.

💡 Pro Tip — Make Syncing a Team Habit!
Encourage your techs to force sync at the end of every job — especially before they head to the next one. This keeps the app up to date, reduces the chance of ID conflicts, and ensures that photos, signatures, and notes are safely backed up. Think of it like clocking out: it only takes a second, but it protects everyone. You can even build a "sync before you drive" rule into your team's daily workflow!

You've Got This — And RazorSync Has Your Back

A sync error might feel like a speed bump, but it's really just RazorSync keeping your business data clean, accurate, and protected. Clean customer records mean fewer billing headaches, more professional interactions, and a smoother experience for your clients — whether you're running an HVAC crew, a plumbing team, or a landscaping operation.

When in doubt, your RazorSync support team is always ready to help you get back on track fast. Now go get those jobs done! 🛠️