Help! Stuck! Error

Last Updated: Oct 26, 2016 01:48PM EDT

Device syncing errors:

If you ever notice that one or more of your devices appear to not be syncing with your dashboard or updating information in real time, there are a few things to consider. First, is this just happening on one device? Or is it happening throughout the building? Typically, syncing errors occur due to an interference with the device's wifi connection. This can happen due to a momentarily lapse in coverage from your Internet Service Provider, or due to a weak wifi signal in the classroom.
If you notice a message on your device that says "stuck!" It’s letting you know it cannot maintain a stable connection to your wifi to upload all of the data that has been added to the device. The number in the box represents the number of items that have not yet been uploaded to the dashboard, such as attendance, photos, or daily report entries.

If you're just noticing this on one or two devices, the steps below (completed in this exact order) should help! You've probably tried a few of these steps on their own before finding this article, but it's important to complete them all, in the order shown below.

  • Open the iPad settings

  • Select wifi

  • Switch the wifi off for 15 seconds

  • Switch the wifi back on and make sure it reconnects

  • Open Tadpoles

  • Log out of the app

  • Log back in with the same credentials

After those steps, you should start to see that number go down as the items are uploaded to the dashboard!

If you're noticing the "Stuck" outbox on the majority of your devices:
It's likely that your wifi is struggling. If, most of the time, this isn't a problem and your devices work just fine, a great first step is to restart your wifi router - just unplug it for ~15 seconds and then plug it back in. If you have multiple wifi boosters in your building, just start by unplugging the main router that connects to your modem - that should do the trick!

If you're still stuck, it's possible that your wifi is down. Try using an iPad to get directions on the Maps app, or visit a webpage in Safari (both require an internet connection). If you're not able to load a webpage or a map, it's likely that your wifi is down. In this case, you should reach out to your Internet Service Provider (for example, Comcast, Verizon, Time Warner, Frontier, etc).

If you notice that your devices are getting this error often:
Try to look for patterns. Is it often around the same time of day that items get stuck? Does it often happen in the same handful of classrooms? Identifying those patterns can help you to determine the root cause of the issue. For example, if it happens around the same time every day (maybe nap time or check-in, when lots is happening in the building), it's likely that your wifi router isn't able to handle all of the devices trying to access the network at once. Upgrading to a router that can support more devices should relieve that pressure on the router (we recommend the Apple Airport Extreme). If it's happening in the same classrooms frequently, it's likely that those rooms don't get great coverage from your existing router/boosters. Try testing your wifi to identify problem areas in your building. 

If you're still stuck, email us any time at We're here to help!

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