New Sync problem with version 1019

[GThiel]

Saturday the 4th, I installed the latest version 1019 and then ran a gaming session.

Afterwards, when I tried to sync to the cloud, I got the following error message
"Sync failed witherror code: -500"


Is anyone else getting this? Any suggestions on what to do now? I can't delete the local version, because all the changes in the database that occurred during to session would be lost (I think) and wouldn't want to try to redo them from memory.

Thanks in advance
Jerry

 

[rob]

Submit a support ticket. In addition, put your realm somewhere that we can download it and include a link to it within the support ticket. That way, we can look at what went wrong in the server logs and specifically look at your realm to see exactly what's triggering the problem. With that, we should hopefully be able to either identify and fix the bug in the next few days or manually patch your database to get you back and running smoothly again.

Sorry for the inconvenience!

 

[GThiel]

I found where to submit bug report, but how/where do I "put my realm somewhere" where you can download it?

 

[Indus101]

I've been having this same problem for a while.

(my previous thread on this issue: http://forums.wolflair.com/showthread.php?t=50567)

Rob, I submitted a ticket, but didn't realize I was supposed to be sending you my database also. Should I make a new bug report then?

 

[Pollution]

I found where to submit bug report, but how/where do I "put my realm somewhere" where you can download it?

Google drive is best IMO.

 

[GThiel]

While I've been a programmer for 30+ years starting with basic and fortran and cobol, I've not heard of Google Drive

How am I to use it to send database for error checking?
Jerry

 

[Farling]

You can copy the file onto a cloud storage service (e.g. google drive, onedrive, dropbox) and then you can create a link for somebody else to be able to download the file from that cloud service.

 

[rob]

What @Farling outlined is the way that users have been sending their database to us for analysis. Most of them are free services at a level more than sufficient for getting your database to us. If that's not an option, please inform tech support and we'll try to figure out an alternative solution for you.

There is no need to submit a new support ticket. Instead, simply reply to the email you received when you first submitted the bug and include the new information (i.e. download link). That way, the new information will be tied to the original bug and we'll be able to associate them cleanly.

 

[Indus101]

Hmmm....I never received an email response though I submitted the bug report over a month ago (on Sept. 3rd), so maybe I should submit it again anyway?

I have a dropbox account, so I'll link my realm through there.

 

[rob]

Whenever you submit a bug report, a support ticket is generated and a reply with the ticket number is emailed to you. If you didn't receive one, we either never got the bug report or the automated reply email was unfortunately treated as span on your end.

Go ahead and submit the bug report again. Please indicate in the report when you originally submitted the first report so we can investigate what happened there. And if you don't receive the automatic reply email, be sure to check your spam.

 

[Indus101]

Will do.

Once I upload the Realm, I'm guessing I should hold off making any changes to it locally that I'd want to keep until I'm able to sync with the cloud again, correct?

Thanks Rob!

 

[rob]

You can make changes locally to the one that already contains changes you want to sync. If you make changes to the realm under any other installation of Realm Works, you will end up with changes made in two separate places and only be able to keep one of them.

If you DO make changes locally, please let us know that via the support ticket. That way, we'll know to get a newer version of your database if we end up having to make manual changes to correct something in your database.