LDS Tools never syncs

I'm working at a members home. They have two Andriod phones. I am able to get both phones to sync if I use his account. If I try using her LDS.org account, I keep getting a message that it connects, it tries to sync, no progress is made, and after a few seconds, it says that the service is unavailable, and to try again later.

What do I need to do so she can have access to LDS tools on her phone?

Seems I got it fixed. I logged into her lds.org account, and and noticed it wouldn't give her access to the Directory. Over on the right side, I saw something stating "You indiciated you are not a member." So I clicked on that link, put in her information again, and, now everything works. Her LDS Tools account works and she can view the directory at lds.org

Thanks for reporting back. There are many aspects to making the sync process work properly, and it's a good reminder that having a properly configured member LDS account is an essential part of the process.