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NSc Sync issues


#1

Hi

I have been having some issues with NSc Sync since the update to 2.1.42 Build 1383. Most of the time (5 out of 7 days) it looks like Sync is running (icon in lower right hand corner), but no web orders come through. Then when I mouse over the icon, it disappears as if it had shut down. This does not happen during working hours, so we notice it first thing in the morning. The other one or two days, I will see an error message about some memory error but of course I zoom past it to restart Sync so I don’t have a screen capture yet.

Any ideas?

Bob


#2

Hi guys

I hate to revive this issue, but it still is a problem 5 days out of 7. It even happens during work hours now and it becomes a real issue if I’m not there (not too many people know how and what process to kill in task manager so that Sync can be restarted). I can say in pursuit of finding a solution I have moved off this machine as many scheduled tasks as I can and we really only have Google Drive, Dropbox and Teamviewer running on this server.

Are there any ideas as to why NSC Sync can be crashing? Sometimes error messages, most of the time it looks like it is running, but the task has stalled and clicking on the icon does nothing.

Bob


#3

Hi Bob,

That’s a strange one. Do you have Sync running in /debug /verbose mode, please? If not, I would advise always running it with those command line switches. That way we can at least see if it’s doing anything before it crashes.

@jbw, any further debugging suggestions, please?

Regards,
Donogh


#4

Hi

Nothing springs to mind - I would really like to see the debug log & diagnostic upload after a crash.

Regards
Jerry


#5

HI

Sure, how do I do that? I think I put the /debug /verbose switches on the sync program. I noticed there is a general diagnostic info selection under the File menu option of NSC Sync. Do I use that?

Bob


#6

Hey Bob,

Once you a crash has happened and you have restarted Sync, please go to File > Send Diagnostic Info to submit the latest logs to us. You might let us know when you’ve done that and we’ll review them.

Thanks,
Donogh


#7

Hi Donogh

I’m sending a diagnostic log now. Also, here are some recent pics:
<img src="/uploads/nitrosell/431/d419a4a6fef508f0.JPG" width=“498” heigh t=“183”>


#8

Thanks Bob!

Hi @jbw, I don’t see anything particularly relevant in the logs. Any ideas on where to go next in diagnosing this, please?

Thanks,
Donogh


#9

Hi Bob

Just a few questions please. Roughly how often does the application crash? Every few hours, or every couple of days? is this machine set to go to sleep at all (e.g. power saving profile)? When did the issue first start occurring ? Do you notice any pattern as to when it crashes? i.e. does it happen while it’s idle or only during a sync or any time?

Thanks in advance

Regards
Jerry


#10

Hi Jerry

Crashes 5 out of 7 days, usually just once a day. This machine does not go to sleep at all. The issue started on the upgrade to 2.1.42 Build 1383. I thought the pattern was just in the evening, but that doesn’t hold true anymore since it crashed during the day the other day. However, it never has crashed while I have been using the computer, so it happens when the system is idle. It does not activate a screen saver but after 20 minutes the display does turn off. The advanced power options on this computer (WIndows 7 Pro, 64bit) is set to High Performance.

Bob


#11

Hi Bob,

As a way to rule out any issues with that particular machine, is there any way we could try moving your Sync install to another one, please, just for testing purposes? We can assist with the move.

Given that we’re not seeing widespread crashes among our 550+ install base, it leads us to suspect it might be something unique to that specific machine.

Kind regards,
Donogh


#12

Hi Donogh

Yes, we can move the sync program. Just so you know, I too believe it is specific to this system otherwise I figured others would be complaining. Let me know when you want to do this or tell me what to do.

Bob


#13

Hi @sebastian_lewandowsk,

Would you mind arranging with Bob to help him move Sync to another machine, please? I can assist if you need help.

Thanks,
Donogh


#14

Sure no problem at all, Bob could you please let me know about you availability for today? I will try to set up remote session with you.

Thanks,
Sebastian


#15

Hi Sebastian

I’ll be available at 10:15 CST if that is okay.

Bob


#16

Can I call you around 12:00 PM CST?

Regards,
Sebby


#17

Hi Sebastian

Yes

Bob


#18

Hi guys

Well moving sync seemed to solve the issue. Thanks for all your help, because I have no idea why it would blow up on my computer.

bob


#19

Glad to hear it Bob! Strange one alright!


#20

This is interesting because I have the same issue. We are replacing the machine our nsync is on soon so I assume that will resolve it as well. Anyway, you aren’t alone bob!