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No one can sync our Realm. Please help.

S

skikarl

New member
So five other people and I just purchased Realm works (one DM and 5 Players). The DM also purchased Hero Lab. We are rather excited about the abilities that this software promotes. However, from the first attempt to sync, no one could connect. The DM ended up deleting the realm and starting a new one. We could then connect to that realm.

Days later now, we again can not sync, and a new member of the party can not sync, and never has so he can not even view anything. This is horribly frustrating and we would like to know anything we can do/try to get these issues resolved.

I have attached a picture of 3 different errors I am seeing. One being the failed to sync please submit error report style pop up (everyone that got this error did submit it and has not gotten any emails back since Wednesday, 22/feb/2017). The second being a very large SQL error. And third being the (albeit a bit late) screen shot of how far the sync bar gets before failing.

Any help and ideas would be greatly apricated.
Thank you.
 

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There was an issue we discovered and fixed that if you cleared reveal history to the start of time, it would cause the realm starting point topic to be unrevealed. This topic is special and needs to remain revealed. We have fixed the original bug which was in the last release, and are currently working on fixup logic to fix anyone who had triggered the original bug. This should be in place with our next release.
 
The DM is not able to reveal the starting point topic. the reveal button is greyed out for it. what can we do to change that?
 
Normally updates come out very quickly after a bug has been identified and the problem solved - especially if it is a show-stopping bug.

I have no idea of an ETA in this case, obviously.
 
skikarl said:
Any idea of an ETA for this update? This issue is rendering this product 100% unuseable.
Click to expand...

The update is out now. The GM will need to sync the realm in question (which might mean he has to make a change to something first so it can be synced) and then after the sync, it should be corrected and players should be able to sync down.
 
The update did not fix the issue. Here is what the GM said

"New Realm invites incoming. Nothing has worked. Tried resetting reveal history again, renaming the realm, revealing all topics... no luck."

We are going to have to, for the second time now, start all the way over with this realm. This is ridiculous. There has to be something that we can do to resolve this issue.
 
skikarl said:
The update did not fix the issue. Here is what the GM said

"New Realm invites incoming. Nothing has worked. Tried resetting reveal history again, renaming the realm, revealing all topics... no luck."

We are going to have to, for the second time now, start all the way over with this realm. This is ridiculous. There has to be something that we can do to resolve this issue.
Click to expand...

Seems that the GM should open a support case. There is something going on that doesn't make sense.
 
dn3walker said:
I'm also having problems syncing my realm since adding the download content.
Click to expand...

Are you getting a -502 error? If so, it's due to a server load issue that we weren't anticipating. It's only arisen due to the volume of users hitting the server right now with the free content release. We're looking into how best to fix it. In the meantime, if this error occurs for you, please try the sync again a few minutes later. To my knowledge, everyone else with this particular sync issue has been able to succeed after retrying once or twice.
 
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