Device reset/resync problems

After yesterday's 3.0 update event, when our servers became overloaded, service is operating normally now. However, there are a few users accounts that we can see sync errors on that appear to relate to the resync that the devices do after the update. This is probably a bug that we've always had, but didn't find it until tens of thousands of devices reset all at once. We're investigating and will fix the problem as soon as we can. It seems to be affecting around 300 users at present.

dboreham wrote:After yesterday's 3.0 update event, when our servers became overloaded, service is operating normally now. However, there are a few users accounts that we can see sync errors on that appear to relate to the resync that the devices do after the update. This is probably a bug that we've always had, but didn't find it until tens of thousands of devices reset all at once. We're investigating and will fix the problem as soon as we can. It seems to be affecting around 300 users at present.

I think that I may be one of the unlucky 300. Is there anything that I can do to help troubleshoot the issue?

This is essentially what's happening to me:

- Default calendar shows up completely.
- My remaining 4 show up in the list of calendars on my iphone but there are no events. Past, present, or future.
- My contacts are partially reploading, however they seem to stall somewhere around 130 out of 377.

I have tried:

- Deleting my Nuevasync exchange account and re-entering it.
- I have turned off contacts and calendars and re-enabled them.
- I have powered-down my iPhone and turned it back on.
- I have tried selecting one calendar at a time on the Nuevasync site, but the results are the same (shows up in the list but no events).
- I have tried turning off auto lock and letting the phone sit for quite a while, but it doesn't seem to make any difference.

Do you have any suggestions that I can try to help you troubleshoot the problem?

We have the problem diagnosed and are working on a fix. It seems that some devices that tried to resync when the service was overloaded ended up with inconsistent data in our database. This probably happened due to operations timing out and the code not properly backing the transaction out. Anyway, the fix is for the service to detect the bad database state and trigger a new folder sync.
In the meantime, you should be able to fix it yourself in one of two ways:

Way #1: trigger a folder resync on our web site. This can be done on this page : https://www.nuevasync.com/PublicSite/user/service-configure.htm?page=0&svcCategory=Calendar by clicking the link 'Reset it' (you only need to click it once).

Way #2 delete the sync setup on the device and re-create it. This will also trigger a folder resync.

OK - tried that. Nothing really changed, although I did get the little "busy" icon at the top spinning around for a bit. I just checked my sync status and got this:

Sync Status Report

iPhone (ID: Appl868369N7Y7K), sync status is: ERROR (1 minute ago)

Error Diagnosis: Unknown error : please contact support

Ok, I looked your account up from your device ID. You definitely do have the problem. So we're not sure why the folder reset didn't fix it. Investigating...

Awesome - thanks for the help. I'll be near the computer throughout the day and I'm happy to help where I can.

If it helps... my contacts issue is probably from the same cause. It slowly loads in 50, then 100, then goes up to 132. It usually stalls there.

I'll stay tuned!

Stang wrote:If it helps... my contacts issue is probably from the same cause. It slowly loads in 50, then 100, then goes up to 132. It usually stalls there.

Disregard that bit - suddenly all 376 contacts have appeared.

I think I was one of the unlucky 300 as well... my calendar and contacts remained totally empty on my iPod touch all night. At about 1400 EST I deleted my Exchange account info from the iPod and re-entered it. My calendars and contacts resynced immediately. (I had previously tried turning both calendars and contacts off then on from within the Exchange settings on the iPod, and also resetting the calendar list from within the Calendar Selection page on the site... and neither had worked. Deleting the account from my device and re-entering it fixed it for me... now just to get these crazy colors back to normal!

Thanks for a great service!
-Joel

I tried syncing my contacts this morning using Nokia Mail for Exchange as I have successfully done for months.

All of the contacts on my Nokia have been wiped out. It happened about 8:30am Central Thursday.

At about 1:30 PM Central I realized this happened and tried doing a resync of the device.

The client says it is syncing contacts, then "complete" but no items have been synced.

My user ID is aperes.

TIA

Alan

broseph wrote:I think I was one of the unlucky 300 as well... my calendar and contacts remained totally empty on my iPod touch all night. At about 1400 EST I deleted my Exchange account info from the iPod and re-entered it. My calendars and contacts resynced immediately.

Erp... correction... I guess my contacts synced fine, but my calendars are all empty. Sorry for the erroneous report... thanks for working on this.

-Joel

broseph wrote:Erp... correction... I guess my contacts synced fine, but my calendars are all empty. Sorry for the erroneous report... thanks for working on this.

Sounds like we're in the same boat. My contacts are working for the most part (although not solved like I first thought: some duplicates, occasionally not loading the whole list), however the calendars are dead in the water.

This message was edited 1 time. Last update was at 18 Jun 2009 12:25 PDT

*sigh* Yeah, and now my contacts are gone again too... Ok, I'm gonna quit playing and let the big people do their work!

I know this is about six times as hairy for you guys as it is for me... if you need to look up anything in my account, my forum and nuevasync usernames are the same.

Hi broseph, you are affected by the same problem. We're working on a fix. The predicted behavior with folder resync did not occur as expected with the 3.0 firmware, and we need to make a quick fix to the service. It should be ready very soon.

dboreham wrote:Hi broseph, you are affected by the same problem. We're working on a fix. The predicted behavior with folder resync did not occur as expected with the 3.0 firmware, and we need to make a quick fix to the service. It should be ready very soon.

Awesome! You guys are fantastic. Thanks for keeping us posted on how things are going... seems to me that it's rare to get this level of status updates anywhere... be it from a sync service on why it's not working, a hospital on how the surgery's going, or a chef regarding my overdue entree!

You're appreciated.

Hi, broseph. I'm one of the unlucky as well. My symptoms are the same and I have tried the suggestions above. I'm sure it will be fixed when you apply your update, but just in case it looks different I thought I'd get my name added to the list.

BTW - You guys are really doing a good job! You can tell by how many people immediately miss the service you provide when there's an issue. We rely on it because it is so reliable (came out weird). Thanks for everything!