Events Not Appearing or Updating in the App

Missing or delayed events: first steps

Confirm whether the device is connected to the internet. If it is offline or the app cannot reach it, follow the applicable branch of My Device is Offline; do not keep requesting an unreachable app reboot.
If connected, restart the OnlyCat device through the app once, unless already attempted for this issue: Devices → three dots (⋮) next to your device → Reboot. This reboots the flap; closing and reopening the phone app is not the same step.
If it is connected but events are still missing after this routine restart, contact Support with your device ID, when events stopped appearing, and the result of the restart. If you followed the offline guide, tell us which applicable steps you completed and their results.

Please do not repeatedly restart the device or begin USB/firmware recovery. The more detailed reference below is retained for use if Support asks you to continue; a hard restart or USB recovery is not a prerequisite for handover.

Further reference — use only if Support directs you to continue

Use this guide if events are not appearing or updating in the app.

Step 1: Check Wi-Fi signal

Is the device experiencing weak Wi-Fi?

❌ Yes

Improve the Wi-Fi signal:
After improving the signal, wait 5–10 minutes and check the app again.

Move the device closer to the router
Add a Wi-Fi extender
Reduce interference (other devices, thick walls, etc.)
✅ No

Continue to Step 2: Restart the device.

Step 2: Restart the device

The routine first steps above take priority. Do not repeat an app reboot already attempted. Use Option B only if Support directs you to continue; it is not required before handing over an unresolved connected-device issue.

Option A: App reboot

Open the app
Go to Devices
Tap the three dots (⋮) next to the device
Select Reboot

Wait for the device to reconnect, then check if events appear.

Option B: Hard restart

Hold the setup button for 15 seconds

(the device will enter USB Storage Mode)

Wait 5 minutes for the device to fully restart

Once complete, check the app again.

Step 3: Restart the app

Close the app completely, then reopen it.
Wait a few minutes and check if the events update.

Step 4: Still not syncing?

If events are still not appearing or updating after the applicable first steps above:

➡ Contact Support and include:

Device name or ID
Time when events stopped syncing
Whether Wi-Fi is weak or strong
Any recent changes (new router, power outage, etc.)

Note: Support may investigate whether a corrupted event or another issue needs a developer fix. These symptoms alone do not confirm the cause.

Keep the existing conversation together. Include your device ID, when the problem began, whether the device is connected, the device reboot result and any applicable offline steps already tried. If a step is unavailable, explain why.

When relevant events are available, open each event in the app → Share Event Link → paste the link(s) into this existing support conversation. If events are missing or inaccessible, say so; you do not need to supply an impossible event link or recreate the behaviour. Do not repeat the routine sequence while waiting for operator review.

Updated on: 06/10/2026

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