Why can't I synchronise my order?

If you see the message "Send failed: Connection error: could not reach server" when sending an order from the Le New Black iPad app, your order has not been lost: it is still saved on your iPad and hasn't reached our servers yet.

This error is common and can be resolved quickly by following the checks below, in order.
 

1. Check your internet connection
2. Update the app
3. Close and reopen the app
4. Restart your iPad
5. Wait if the network is overloaded
6. Check for product updates made by the brand
7. Still not working? Contact our support team
    

1. Check your internet connection

The app needs an internet connection to send orders.

1. Look at the top left corner of the app screen, next to the menu icon (☰).
2. If you see the word OFFLINE, your iPad is not connected to the internet.
3. Open your iPad Settings and tap Wi-Fi.
4. Make sure Wi-Fi is turned on and connected to a network (a blue checkmark appears next to its name).
5. Go back to the app and try sending your order again.

💡 Tip: To test your connection, open Safari and visit any website. If the page doesn't load, the problem comes from your network, not from the app.

2. Update the app

An outdated version of the app can prevent orders from being sent.

📸 Before you start: As a precaution, take screenshots of your unsent orders. This way, you keep a record of their content.

1. Open the App Store on your iPad.
2. Tap your profile picture in the top right corner.
3. Scroll down to see the list of available updates.
4. If Orders by Le New Black appears in the list, tap Update.
5. Once the update is complete, open the app and try sending your order again.
    

3. Close and reopen the app

Fully restarting the app often solves temporary issues.

1. Swipe up from the bottom of the screen and pause in the middle to see all open apps.
   On iPads with a Home button, press the Home button twice instead.
2. Find the Le New Black app.
3. Swipe it up and off the screen to close it completely.
4. Open the app again and try sending your order.
    

4. Restart your iPad

Restarting your iPad refreshes its connection and can clear temporary issues.

📸 Before you start: As a precaution, take screenshots of your unsent orders. This way, you keep a record of their content.

1. Press and hold the top button and one of the volume buttons at the same time until the power-off slider appears.
   On iPads with a Home button, press and hold the top button only.
2. Drag the slider to turn off your iPad.
3. Wait about 30 seconds.
4. Press and hold the top button until the Apple logo appears.
5. Open the app and try sending your order again.
    

5. Wait if the network is overloaded

During busy showroom sessions, many orders may be sent at the same time. The network can then become overloaded and temporarily block sending.

If you're in this situation:

1. Keep taking orders as usual. The app continues to work and saves your orders on your iPad.
2. Try synchronising again a little later, or at the end of your day.

Your orders remain safely saved locally on your iPad during this time.

6. Check for product updates made by the brand

Sometimes a brand updates a product (for example, its size grid) after you've added it to an order. The order then contains outdated information and cannot be sent.

To fix this:

1. Contact the brand and ask whether they recently updated any products in your order.
2. If they did, open your order in the app.
3. 📸 Take a screenshot of the product's quantities per size, so you can enter them again easily.
4. Remove the updated product from the order.
5. Add the same product back to the order and enter the quantities again.
6. Try sending your order again.
    

7. Still not working? Contact our support team

If the error is still displayed after all these steps, email us at support@lenewblack.com.

To help us solve your problem quickly, please include:

• Your user ID or email address
• Your iPad model and iOS version (see Settings > General > About)
• Your Le New Black app version. To find it, tap the menu icon (☰), then Settings. The version number is displayed at the bottom left of the screen (e.g. 1.29.0).
• The exact steps that lead to the error message
• Screenshots or a screen recording of the error