Member Tools is missing members and organization leadership

This has been going on for weeks now. It's in the app reviews and in several other forums.

When I update Member Tools, it is not downloading my entire stake, nor are the leadership positions filled in consistently.

I have updated multiple times and uninstalled and reinstalled multiple times.

For example, my ward membership list appears complete, as does the leadership list.

However multiple wards show zero members or maybe dozen members (out of 300+).

Under Organizations, some wards show a few leadership positions and some show none at all. I mean the positions themselves are not even on the screen. I can attach screen shots if that will help.

I still have LDS Tools version 3.6.1 on another phone, and it is updating and showing info correctly. So I'm thinking it's just this newest version.

I reached out to Tech support through the app and was told the problem was fixed and to re-update everything. That was useless. Nothing has changed.

Everyone is complaining because we can't do our callings very effectively like this. Going to the website and copying and pasting individual emails does not work very well, especially when I have to do it for 40 or 50 people across the stake.

When will this problem be addressed?

Have you submitted in-app feedback so that the team has the details they need to isolate the issue?

I have been attempting to help a member with the same problem. I am Stake Technology Specialist and have tried clearing cache and data, un installing and re installing. We did submit an in app request for help but have yet to have any success. The odd thing is that this member couple have identical phones but only one is experiencing problems. I am thinking this is probably an account related problem.

Does anyone have any other thoughts I could try?
Thanks,
Dan

Another thread has some posts regarding this same issue on Android. I am on the beta and have not had any problems with missing data using the beta version (4.0.4). If on Android, you might have them go to the play store and tap the link the join the beta, then update to that version and sync again. If I recall correctly, there are some filtering apps that have been known to block the data servers (again, search the forum for info on those) so if they are using a filtering app it could be the culprit.

dansbell wrote:The odd thing is that this member couple have identical phones but only one is experiencing problems. I am thinking this is probably an account related problem.

It's possible it could do with different callings, depending on their calling.

It was doing that on my Android phone for a while. Not sure what I did, but it went away after a few weeks.

Mikerowaved wrote:It was doing that on my Android phone for a while. Not sure what I did, but it went away after a few weeks.

It's possible a problematic event passed outside of the sync window.

I've just noticed that I have disappeared from lds tools app, I can login but I'm not visible on any lists but other members can see my name. Reinstalling and rebooting phone hasn't fixed it?

Thank you 9256steven. At least it's not just me!
Tried to meet with the RS Pres. last night. Three separate phones were missing several people in the ward, and they aren't set to private. One is the YW Pres, and she's not in the YW leadership list, either. The membership clerk can see them...... and so can his wife. There should be no restrictions on the RS Pres. We did manual updates, but that didn't make a difference.
Help!

Most members experiencing this data loss in the Tools app (myself included), have found that manual sync updates generally are not sufficient. Usually logging out of the app is sufficient, as the login to the app forces a complete download of all information into the app. Some have mentioned that deleting and reinstalling the app was required, although perhaps logout/login would have also been sufficient for them. Perhaps there are some kind of cache issues that need to be cleared on your phone for the Tools app, I don't know much about that.

That said, it definitely may be that you have tried this and are unsuccessful. I doubt that anyone here in the Forum can provide a solution that will resolve your data loss, if those options don't work. Submitting Feedback is a good idea, as the quantity of bug reports for a specific issue like this, appear to have some kind of effect in prioritization. In any case, it seems that the best current workaround is to use the web info instead of Tools. Obviously not ideal, but it should at least be workable.

BrianEdwards wrote: Mon Apr 17, 2023 7:19 pm Most members experiencing this data loss in the Tools app (myself included), have found that manual sync updates generally are not sufficient. Usually logging out of the app is sufficient, as the login to the app forces a complete download of all information into the app. Some have mentioned that deleting and reinstalling the app was required, although perhaps logout/login would have also been sufficient for them. Perhaps there are some kind of cache issues that need to be cleared on your phone for the Tools app, I don't know much about that.

That said, it definitely may be that you have tried this and are unsuccessful. I doubt that anyone here in the Forum can provide a solution that will resolve your data loss, if those options don't work. Submitting Feedback is a good idea, as the quantity of bug reports for a specific issue like this, appear to have some kind of effect in prioritization. In any case, it seems that the best current workaround is to use the web info instead of Tools. Obviously not ideal, but it should at least be workable.

Go to settings, then data refresh. That will fix the missing members, at least for the present time.

ONE entire family [ ] is missing from TOOLS (on Apple phone) - - - but I can see them in the DIRECTORY from a PC. It's not just my phone, [Another brother] said he has the same problem from his phone. We both have updated regularly. I am the Ward Clerk. Thanks

[Moderator Note: Edited to remove personal information. This is a public forum.]

lewis2979 wrote: Sat Mar 09, 2024 10:25 am ONE entire family [ ] is missing from TOOLS (on Apple phone) - - - but I can see them in the DIRECTORY from a PC. It's not just my phone, [Another brother] said he has the same problem from his phone. We both have updated regularly. I am the Ward Clerk. Thanks

What happens if you log out of Member Tools and log back in?

Feedback submitted in the Tools app! I noticed that our member/family in question does appear on the directory on the website. App and website seem out of sync.
As our Ward Clerk, I am able to view these members in LCR

Since you didn't mention whether you had done a manual update or a log out with log back in as russellhltn asked then did you try either of those? Both will update the app data as well as update your calling permissions that is sometimes missed by an app sync.