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Synchronization hangs at Checking for errors

Copper Contributor
Posts: 33
Country: USA

Synchronization hangs at Checking for errors

Running Act Premium Cloud 20.1 on local client; Windows 7 on Mac Book with Parallels.

 

User has a history of problems with db file disappearing (both 20.0 and now 20.1), solved (temporarily) by restoring the db from the cloud, which may be connected to Windows Updates.

 

Recently user was unable to sync, got the error message

Error: "Act! is unable to connect to the sync server. Check to be sure "accept incoming sync" is enabled in the main database and that Network sync service is running..." when attempting to synchronize an Act! Premium Cloud remote database.

Checked sync connection information and it was correct.

 

User continued to work with Act online, and several days later the db file disappeared...again.

 

Created a new db today and restored it

Initial sync completed all tasks except stopped at about 85% through Checking for Errors.

 

After being stopped at that point for at least 30 minutes, we cancelled the sync.

 

User can now sign on to the local client and synchronize.  But when sync is tried again, sync graphic shows Checking for Errors as In Progress even after the sync windows shows the db is updated as of the current time.  After Cancelling the sync, user can't close Act - error message is "The database is currently performing synchronization and cannot complete your request at this time."  The only way to close Act is with Task Manager.

 

Sync log attached.  Looks like sync is being completed on every attempt.

 

Restored db again, and am letting the initial sync run.  It's hung at the same point - about 85% through Checking for Errors.

 

Please advise.

Thanks.

Nickel Elite Contributor
Posts: 552
Country: USA

Re: Synchronization hangs at Checking for errors

Hello, I think this article may be helpful CLICK HERE

 

another article that could be useful is  CLICK HERE

 

Anyway I suggest that you ask for the help of the Act! support team, because I suppose that the database should be maintained on the server before creating a new remote database...

 

When the user logs in through the web browser, verify that the server version is the same as the one installed on the computer

 

Good luck

 

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PRAXI SOLUTIONS INC (CRM and FSM Solutions)
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customercare@praxisol.com
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Bronze Elite Contributor
Posts: 1,738
Country: United_Kingdom

Re: Synchronization hangs at Checking for errors

Remember that the Act! Cloud Hosted only syncs using the Internet sync (NOT Network sync).

Correct connection information

  1. Go to Tools > Synchronize Database > Synchronization Panel > Manage Connection Information
  2. Ensure that the Connection Type is set to Internet (outside a firewall)

HTH


David Shaw
Act! Certified Consultant since 2001
Office:    +44 (0)1483 714507
Mobile: +44 (0)7977 567 318
E-Mail:    dshaw@act4u.org 
Copper Contributor
Posts: 33
Country: USA

Re: Synchronization hangs at Checking for errors

If I'm reading the sync logs correctly, sync was completed.  So there is no problem connecting with the sync server.

It worked fine until a week or two ago, then quit.

Employee
Posts: 262
Country: USA

Re: Synchronization hangs at Checking for errors

Below, try changing the first 1 to a 2 (or 2 to 1)

 

2018-07-03_0959.png 

Administrator
Posts: 1,372
Country: United_Kingdom

Re: Synchronization hangs at Checking for errors

Sometimes this can be caused by exceptionally large histories too - if there are images/files embedded in the history detail itself (like maybe if you copied/pasted a large email into the history body).

Are tech support team does have a tool which can be used to scan the database for these large histories - if you're still having trouble I'd recommend calling in and they should be able to help.
Copper Contributor
Posts: 33
Country: USA

Re: Synchronization hangs at Checking for errors

Had already done this, thanks.

Copper Contributor
Posts: 33
Country: USA

Re: Synchronization hangs at Checking for errors

Connecting to the sync server isn't the problem. Sync just won't complete.
Copper Contributor
Posts: 33
Country: USA

Re: Synchronization hangs at Checking for errors

Connecting to the sync server isn't the problem. Local client will connect, just won't complete the sync.