We’ve discovered a bug in the latest release that doesn’t affect all phones, which is why it wasn’t caught during testing. We’re really sorry for any inconvenience this may have caused. So if the icons don’t turn green, and the logs don’t show that you’ve uploaded, "Please report such events immediately
The good news is that it has a straightforward fix.
Please follow these steps:
Make sure any unsynced records are either synced or exported as a Debug file. You can check this in the Logs menu—there should be no cloud or yellow error icons next to the logs.
Perform a hard reset: go to Menu → Settings → Advanced Settings → Hard Reset.
If these steps don’t resolve the issue, please let us know as soon as possible. We’re also testing a new version with the fix, but it needs to be fully tested before it can be released.
Thank you for your patience and understanding, we really appreciate it
I was having this problem (for a little while now) on a samsung galaxy 24 ultra so came here to see what was going on. The fix worked, thanks, but didn’t know how to report bug.
@jasoooon If you ever have any questions or issues contact support@trap.nz or open the help page on the website, scroll to the bottom of the page and there is a contact link
Yup, have this issue, no records successfully loaded since 16/3 on the app, just before your latest release. I uninstalled the app yesterday. On reinstall same issue continued. So I tried a Soft Reset, worked for a day, today didnt work. I’ve a Samsung Galaxy A14 5G. I’ll do a hard reset now. Fingers crossed.
Hi I did have problem with my phone not saving records and followed your instructions re doing a hard reset . that worked but have now lost all my track records. I presume that is due to the hard reset. ? or is there a way to recover my tracks.
@Waitata_reach try checking the project reports, tracks can be found there, I’m not sure if the bug effected the tracks so can’t be positive. It would be good to know.
no luck, checked under projects but no longer any saved tracks after the hard reset. did fix the link cellphone app as this is now recording the trap catch entries again.
but looks like the tracking records have dissolved into the ether. i use the tracking app for when I am trying to establish new trap lines, esp when not 100% sure if a line is possible and dont want to flag it with tape and then have to go back and pull tapes back off if i find it isnt practical. so the tracks option ( while a bit variable in dense bush ) did help to provide info on where i had been previously and where a new trap line along contour or down ridge line is viable and doable in all weathers and if i can get a loop track made with abseil rope lines to link . ( i am in very steep location on some parts of property)
so bit of a shame that tracks record seems to be lost in hard reset.
@Waitata_reach I’m sorry you’ve had this experience. Can you please let me know the name of the project, and date of your servicing of the track please email support@trap.nz with the information
It’s not immediately obvious in the initial description of the problem but when it occurs is the data lost?
In other words, when a Hard Reset is done, is the data collected before the Reset saved or does doing the Reset only affect data collected afterwards? And if afterwards is data collected before the Hard Reset lost?
@jaybee That’s a good question. A hard reset rebuilds your local database so any unsync’d records are wiped. When you choose to use the hard reset, it does give you a notice that you should export any logs (this would allow them to be added into your project at a later stage)
Thanks Lenore… Sorry another quick question. I’m looking for an easy way to tell you have the issue.
If you update and save a trap record on the app the trap red triangle should get a green border. If this doesn’t happen does this mean you have the problem, assuming your cell phone is able to connect to database?
@jaybee the frames on the installations change when they are serviced and the record saved, Green - has been serviced in the last 24hrs, White - is within the chosen maintenance period, then Red - is outside of chosen maintenance period or does not have any records.
Hi Lenore,
One last question, hopefully. It looks like the trap.nz release with this issue has been pulled from the app store, as it’s now 6.3.31 released in Nov 2025. I now have someone else in our project with the problem. Is there an alternative fix to doing a hard reset, that is to reinstall 6.3.31 from the app store. Or is a hard reset still required even if 6.3.31 is re-installed.
Many thanks. John