Event Not Syncing to FMX

You created an event in the Foto Master Cloud, opened FMX on your booth, and... nothing. The event is not in the list, or it is there, but the workflow shows up empty, or you get a message like "workflow missing -- please sync event." This often comes up in the hour before a live event -- work through the checks below.

Quick Diagnostics

Before changing settings, confirm:

• The booth computer has internet access right now (open any web page in a browser to verify).
• You are signed into FMX with the same Cloud account you used to create the event.
• The event in the Cloud dashboard is saved and assigned to the booth device (not in draft state).
• The license shown in FMX matches the license assigned to the event in the Cloud.

How Sync Works (the 30-Second Version)

Events and workflows live in the Cloud. FMX pulls them down when you sign in and whenever you press the Sync button. FMX does not poll the Cloud automatically every few seconds, so changes you make in the Cloud during an event will not appear in FMX until you tap Sync again. There is no live two-way connection between the Cloud editor and the booth.

Common Issues

Cloud Login Does Not Match the Event Owner

Problem: The event you created is not in the FMX events list, even after pressing Sync.

Cause: You are signed into FMX with a different account than the one used in the Cloud. This is extremely common when one team member built the event and a different team member set up the booth.

Solution:

1. In FMX, go to Global Settings > Cloud Tab and check the email currently signed in.
2. Open cloud.fotomaster.com in a browser and confirm the event was created under that same email.
3. If the emails do not match, sign out of FMX and sign back in with the email that owns the event.
4. Tap Sync again.

Event Is Still in Draft State

Problem: You see the event in the Cloud dashboard but it never reaches FMX, even after multiple sync attempts.

Cause: The event was saved as a draft. Draft events do not push to booth devices.

Solution: Open the event in the Cloud, complete any required fields (name, date, assigned booth, workflow), and click Save or Publish so the event leaves draft state.

Booth Device Not Assigned to the Event

Problem: The event syncs to one booth but not the others, or you never see it on the booth even though the event exists.

Cause: Each event is assigned to specific booth devices in the Cloud. If your booth is not on the assignment list, the event will not push to it.

Solution: In the Cloud dashboard, open the event settings, scroll to Devices (or Booths), and confirm your booth is in the list. If not, add it and save. Tap Sync in FMX.

License Says "Activated" but Events Don't Appear

Problem: FMX shows the license as activated and the account as signed in, but the events list is empty or shows only old events.

Cause: This is a known issue that occasionally affects accounts after an email change, a license transfer, or a server-side ownership change. The license appears active but a stale token is preventing event sync. See Changing Your Email or Account Info for related context.

Solution:

1. Sign out completely in FMX under Global Settings > Cloud Tab.
2. Close FMX, wait 10 seconds, and reopen it.
3. Sign back in with your Cloud account.
4. Tap Sync.
5. If the events still do not appear, contact support@fotomasterltd.com with your account email, the event name, and the booth device name. The team can manually re-link the event on the backend.

Sync Button Spins Forever

Problem: You tap Sync and the spinner never finishes, or it eventually shows a connection error.

Cause: Either the booth lost internet connection mid-sync or there is a firewall blocking the Foto Master sync endpoints.

Solution:

1. Open a browser on the booth computer and load any web page to confirm general internet works.
2. If the venue uses a managed network (hotel, conference center, mall), the firewall may block Foto Master domains. Ask venue IT to whitelist *.fotomaster.com and any captive portal authentication.
3. Switch the booth to a phone hotspot temporarily to test. If sync works on the hotspot, the venue network is the problem.
4. Restart FMX after you regain connectivity, then sync again.

Event Synced but Workflow Is Missing

Problem: The event is in FMX but starting it produces a "workflow missing -- please sync event" error.

Cause: The event downloaded the metadata but the workflow file or its referenced assets did not finish downloading. This usually happens on slow or interrupted connections.

Solution:

1. Stay on a stable network and tap Sync again. FMX will try to fetch the missing pieces.
2. If the sync still does not pull the workflow, open the event in the Cloud dashboard and re-save the workflow assignment. This forces a fresh push.
3. Confirm that no workflow assets (overlays, animations, AI presets) were deleted from the Cloud after the event was created. A workflow referencing a deleted asset can fail to sync cleanly.
4. As a last resort, duplicate the workflow in the Cloud and assign the new copy to the event. Then sync again.

Force a Full Resync (Cache Clear)

If FMX seems to be holding on to stale data and a normal sync does not help, force a clean refresh:

1. In FMX, go to Global Settings > Storage Tab and look for Clear local cache / Reset events (see the Storage Tab settings reference).
2. Tap it. FMX will discard its local copy of events.
3. Tap Sync. Everything will download fresh from the Cloud.