If your customers are reporting that weights are missing or showing as zero on tickets downloaded from the customer portal, but you can see the correct weights in Weighsoft and when logged in as an admin, this is caused by portal sync timing — not a data error.
Why this happens
When a job is completed and posted in Weighsoft, the ticket becomes visible in the customer portal almost immediately. However, the weight data takes additional time to sync across to the portal. If a customer opens or downloads the ticket PDF before the sync has completed, the weight fields will appear blank or show as zero.
This is expected behaviour and does not mean the weight data is lost. Once the sync completes, the ticket will display correctly.
How to advise your customers
Ask the customer to wait a short time and then refresh or re-download the ticket from the portal.
If the weight is still missing after a reasonable wait, ask the customer to confirm the exact ticket number and when the job was completed.
Log in to the portal as the customer's portal user (not as an admin) and check whether the weight is now visible — this replicates exactly what the customer sees.
If weights are still missing after a significant delay (several hours or more), contact support with the ticket number and completion time so we can investigate the sync.
Important distinction
This issue is specifically about weight data appearing in the portal PDF after a job has been completed and the ticket already exists in the portal. It is separate from tickets that are missing from the portal entirely — if a ticket is not visible at all, use the Send to Portal function in Weighsoft (open the ticket, click the three green bars, select Send to Portal).
Note: If customers regularly access tickets shortly after job completion, advise them to allow a few minutes before downloading. The sync queue can take longer during periods of high activity.