Loading
Knowledge BaseHow to Resolve LEAP Synchronisation Issues
Close
Search for help articles, community posts, ideas ...
End of Search Dialog

How to Resolve LEAP Synchronisation Issues

  • 9/02/2026
  • Knowledge

How To

The following steps may help resolve LEAP (syncing) Synchronisation issues:

  1. Refresh the Matter List - Refresh the Matter list by clicking the Refresh icon (two circular arrows) located at the top-left corner of the window. If you're able to open the matter, refresh the Matter by clicking the Refresh icon to force it to sync with the server.

  2. Check for LEAP Updates - Syncing issues can occur if you are using an outdated version of LEAP. It is essential that all users in your firm are running the latest version. You can download the LEAP Desktop installer to ensure you're using the most current version.

  3. Perform a LEAP Repair - Repairing LEAP can often resolve syncing issues. For step-by-step instructions, please refer to the LEAP Repair guide.

  4. Antivirus/Firewall Settings - Antivirus and firewall software often take a strict approach to protecting your computer, which may cause them to block harmless files based on their name, size, data, or actions. To prevent syncing issues, Add LEAP to your Antivirus Exceptions list .

  5. Device Uptime, Storage, and Internet Connection - Review the following additional factors that may significantly impact LEAP syncing:

    • Restart Your Device - Restart your computer daily (rather than just shutting it down) to maintain optimal performance and clear temporary system glitches that may affect syncing.

    • Storage & Windows Updates - Ensure your device has at least 50GB of free storage available. Regularly check for and install the latest Windows updates to keep your system secure and running efficiently.

    • Internet Connection - A stable and fast internet connection is essential for LEAP to function correctly. Unstable or slow connections can result in delayed syncing or incomplete data uploads.

  6. Clear Cache and Cookies - If you're accessing LEAP via a web browser and experiencing loading / syncing issues:

    • Ensure your internet connection is stable and fast for smooth browsing. 
    • Clear your cache and cookies.You can also try running the browser in incognito/private mode, which disables extensions and uses a clean session.
    • If that doesn’t help, try switching to a different browser (e.g., Chrome, Firefox, Edge).

  7. Dot Repair - If you're experiencing synchronisation issues in LEAP where updates aren't being reflected across the system, Dot Repair can help refresh and re-sync your data. To perform Dot Repair, you’ll need access to the Application Settings window in LEAP. If you don’t have LEAP Admin access, please contact your firm’s LEAP Administrator to follow these steps:

    1. From the firm's LEAP Administrator's device, navigate to: LEAP Menu > Settings > Application Settings > Firm > under Staff > Members.   A Staff Members List will display.
    2. Click the name of the Staff Member whose profile you wish to edit > General Details and add a dot (.) in front of the Name. Save the change.
    3. Reopen the user's profile, remove the dot (.) and Save again.
    4. On the affected device, log out of LEAP and then log back in to check if the issue is resolved.

    This method is particularly useful in the following scenarios:

    • Staff details (e.g., name, email) aren't updating correctly across matters or documents.
    • New billing rates are not applying to new time entries, despite updates in settings.
    • Letterhead or logo changes aren't appearing on new invoices or documents.
    • Missing staff information in document templates, or the staff list.

    Adding and then removing the dot forces LEAP to re-sync the data, ensuring that all updates are pushed across the system. This step is particularly helpful in situations where changes aren’t automatically reflected in matters, templates, invoices, or other documents.

  8. Sign the affected users out of LEAP - If LEAP synchronisation issues are only affecting a small number of users, you may be able to resolve the issue by signing the affected users out of LEAP. This method is particularly useful in situations where staff members do not appear on matters that they are assigned to. Please refer to the following steps in order to sign an affected user out of LEAP:

    1. From the firm's LEAP Administrator's device, navigate to: LEAP Menu > Settings > Application Settings > Firm > under Staff > Members.   A Staff Members List will display.
    2. Click the name of the affected Staff Member  > Device Management
    3. Click Sign Out & Clear on every listed device.
    4. The affected user can log back in to LEAP and check if the issue is resolved.

Please verify that your device meets the  LEAP System Requirements to help prevent compatibility-related issues.If these steps don’t resolve the syncing issues, please contact  Client Support team for assistance with successfully uploading your documents to the LEAP server and ensuring you can access them without problems.

Examples of Scenarios Resulting from LEAP Syncing Problems

 

Examples of scenarios resulting from LEAP syncing issues:

  • Changes made to documents are not being saved in LEAP.
  • Documents uploaded by one user are not visible or accessible to others in the firm.
  • Documents are visible to one person but missing for another person.
  • Changes made by others aren't reflected in your LEAP account.
  • Matter numbers are not being saved or updated.
  • New files aren't saving to matters.
  • Imported documents aren't being attached to matters.
  • Existing matters are missing from the matter list.
  • Tasks are not saving to matters.
  • Emails sent from LEAP remain in the draft state.
  • The forms and precedents window is frozen, blank, or unresponsive.
  • LEAP notifications are not received, despite being enabled in settings.
  • Significant delay in syncing emails and documents to LEAP.
  • Matters do not appear when trying to save emails to LEAP.
  • Matters do not appear in the matter list unless the 'Include archived matters' option is enabled.
  • Documents saved in LEAP are disappearing from the system.
  • Delay in saving the matter to the server and allocating a matter number.
  • Staff members do not appear on matters that they are assigned to.

Examples of error messages that may occur due to LEAP Syncing issues:

  • This item is being saved to the server now. Please wait a few seconds and try again.
  • Internet connection problem. Unable to contact the server.
  • This matter is being saved to server. Please wait a few seconds and try again.
  • Unable to save record.
  • LEAP is currently synchronising data with the server. Click 'Wait' to sign off once synchronisation is complete. Click 'Sign Out' to log out immediately. Click 'Cancel' to return to LEAP. This prompt indicates that some documents have not been successfully saved to the server. To ensure all files are fully uploaded and accessible across your devices, please contact the LEAP Client Support Team for assistance and follow the steps outlined above to prevent this issue from recurring. 
Last Modified Date
9/02/2026 11:11 am
Title
How to Resolve LEAP Synchronisation Issues
URL Name
How-to-Resolve-LEAP-Synchronisation-Issues-NZ

Resolution
Loading
How to Resolve LEAP Synchronisation Issues