Sessions recorded in the Capture app should appear in the Hub, on leaderboards, and on other devices signed in to your account. If they haven't, this article covers both directions - data that isn't reaching the Hub, and Hub changes that aren't reaching the app.
The most common cause: the device was offline
You don't need an internet connection to record with Output, which is deliberate - plenty of weight rooms have no usable signal. But data recorded offline stays on that device until it gets back online. Until then it won't appear on the Hub, on leaderboards, or on any other device.
To resolve it: bring the device back into wifi or mobile coverage and open the Capture app. Leave it open for a few minutes.
Important: If a device has been used offline, do not sign out of the Capture app, delete it, or reinstall it before the data has synced. Doing so may permanently lose the sessions held on that device.
This matters most with tablets that live in the gym and rarely leave it. If a device only sees wifi once a week, that is how often your Hub updates.
Check which athlete and which account the data landed on
If a session is genuinely missing rather than delayed, it is often recorded somewhere you aren't looking.
Check the athlete selected at the time. When several athletes share a rack and swap through quickly, it is easy for a set to be recorded against whoever was selected previously. See Switching Athletes for Data Capture.
Check the Activity tab on the device that recorded it. If the set is there but not in the Hub, it is a sync issue. If it isn't there either, it was recorded elsewhere or not saved.
Rule out filters before assuming data is missing
Data that has synced perfectly well can still look absent.
• On leaderboards, check the date range, exercise and metric selected - a leaderboard set to a different metric will look empty
• Check the group or athlete filter
• Confirm the athlete hasn't been archived, which removes them from view while keeping their data - see How to archive an athlete
• Refresh the Hub in your browser
Workouts published in the Hub aren't showing in the app
This is the same problem in the other direction, and it typically shows up as some devices being up to date while others still display workouts you unpublished weeks ago.
1. Get the device online. An offline device will keep serving the last set of workouts it downloaded.
2. Fully close the app and reopen it. Not just switching away from it - close it completely from the app switcher, then reopen while connected.
3. Check the app version. Devices that have fallen behind on updates behave inconsistently. See How to update your Capture App.
4. Sign out and back in - but only as a last resort. First confirm on that device that no unsynced sessions are waiting.
If you manage a fleet of tablets, it is worth building a habit of connecting them all to wifi and opening the app once a week. Most "stuck in the past" reports come from a handful of devices in a large set that rarely get online.
If data is still missing
Contact [email protected] before signing out of or reinstalling the app on the affected device, and include:
• The athlete name, exercise and approximate date and time of the session
• Which device recorded it, and its Capture app version
• Which login was used - coach, athlete or organisation
• Whether the session appears in the Activity tab on that device
• Whether the device had internet access at the time