Troubleshooting Connection Problems

If the Data Connection test fails

Double-check your username and password and try again. The Username field on the Chateau Connection screen takes your email address, not a separate user name.

This problem is almost always a mismatch in the email address or the password. If you continue to have trouble, please contact our Support Team.

When sign-in fails, Chateau Mobile shows an error message explaining what went wrong. A failed automatic sign-in refresh in the background does not block your next manual sign-in attempt — you can always try signing in again directly.

If a check-out fails to download

When the database download does not complete, Chateau Mobile tells you on the Download Database row of the sync step list what happened and what to do about it:

"Connection interrupted during download. Check your signal and tap sync to try again." — the transfer started and then broke. Move to a stronger signal and sync again. "The database downloaded but the file was damaged. Tap sync to try once more. If it fails again, contact Support." — the file arrived complete but failed its integrity check. This is not a signal problem. Chateau builds a fresh copy for every request, so one more attempt genuinely may succeed; if it fails again, contact Support rather than continuing to retry. "Check-out can't start because no database is selected on this device. Select a database, or contact Support if one is already selected." — nothing to do with your connection. Select a database and try again.

A failed check-out leaves the handheld exactly as it was before you started. Your existing working database is not removed until the new one has downloaded completely and passed its check, so an interrupted check-out will not leave you with nothing on the device.