Please ensure the iPad is connected to the correct WiFi hotspot.  If the iPad is using an internal sim card ensure the device is connected to the Internet.  The app will tell you it is not connected to the Internet when the gear icon goes red in color.  If you see the gear yellow in color it means the app is performing a sync. Additionally, watch the sync clock at the upper right of the Incident list.  The clock should reset every ten seconds.  If the clock goes beyond ten seconds it means you are in a poor or disconnected cellular environment.