Difference between revisions of "Stuck Sync"
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Sometimes, when your account is syncing the sync status as shown on the dashboard will stick at various percentages(10% is common). This indicates that there was a problem while syncing that is halting or pausing the sync process. | Sometimes, when your account is syncing the sync status as shown on the dashboard will stick at various percentages(10% is common). This indicates that there was a problem while syncing that is halting or pausing the sync process. | ||
| − | = Ensure you're reading the right guide = | + | = Ensure you're reading the right guide = <!--T:4--> |
We have multiple guides for Sync related matters, please ensure you are reading the correct one for your problem: | We have multiple guides for Sync related matters, please ensure you are reading the correct one for your problem: | ||
* [[Stuck Sync]] - For resolving your account syncing when it is '''"Stuck"''' | * [[Stuck Sync]] - For resolving your account syncing when it is '''"Stuck"''' | ||
* [[Sync Error]] - For resolving an account Sync conflict. | * [[Sync Error]] - For resolving an account Sync conflict. | ||
| + | <!--T:5--> | ||
These problems are slightly different and may require differing steps, so we've split them into separate guides. | These problems are slightly different and may require differing steps, so we've split them into separate guides. | ||
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* Reinstall Neos | * Reinstall Neos | ||
| − | = Diagnosing a Stuck Sync = | + | = Diagnosing a Stuck Sync = <!--T:6--> |
The first step for fixing a Stuck Sync, is to ensure it really is stuck. Sometimes syncing may take a long time or appear stuck but, it's just being slow. Follow these steps to confirm the issue: | The first step for fixing a Stuck Sync, is to ensure it really is stuck. Sometimes syncing may take a long time or appear stuck but, it's just being slow. Follow these steps to confirm the issue: | ||
# Examine the sync status section of your Dash menu. It is in the top bar of the dash and will usually display "All Synced" in green | # Examine the sync status section of your Dash menu. It is in the top bar of the dash and will usually display "All Synced" in green | ||
| Line 23: | Line 25: | ||
# If it is still not moving, then you have a stuck sync! | # If it is still not moving, then you have a stuck sync! | ||
| − | = Fixing a Stuck Sync = | + | = Fixing a Stuck Sync = <!--T:7--> |
Fixing a stuck sync, is a little challenging depending on what exactly is wrong so make sure to follow our steps. | Fixing a stuck sync, is a little challenging depending on what exactly is wrong so make sure to follow our steps. | ||
| + | <!--T:8--> | ||
# Examine your [[Log Files]] | # Examine your [[Log Files]] | ||
# The most recent file that shows a stuck sync, should be the one that you examine. | # The most recent file that shows a stuck sync, should be the one that you examine. | ||
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# Once you've located the message that's related to your stuck sync. Follow the section below which most closely matches the issue you're seeing in the log file. | # Once you've located the message that's related to your stuck sync. Follow the section below which most closely matches the issue you're seeing in the log file. | ||
| − | == Too Many Requests == | + | == Too Many Requests == <!--T:9--> |
If you've found a message that contains something '''like''' this: | If you've found a message that contains something '''like''' this: | ||
<pre> | <pre> | ||
| Line 40: | Line 43: | ||
This error means that there's a rate limit occuring between you and our data storage systems which are a part of the Azure cloud service offerings. | This error means that there's a rate limit occuring between you and our data storage systems which are a part of the Azure cloud service offerings. | ||
| + | <!--T:10--> | ||
You can follow these steps to try and resolve it: | You can follow these steps to try and resolve it: | ||
# Try restarting Neos, this will re-start the sync and try it again. | # Try restarting Neos, this will re-start the sync and try it again. | ||
| Line 45: | Line 49: | ||
# Try waiting for a quieter time for Neos traffic before syncing. Later at night or earlier in the morning | # Try waiting for a quieter time for Neos traffic before syncing. Later at night or earlier in the morning | ||
| + | <!--T:11--> | ||
This may take up to 48 hours to resolve. | This may take up to 48 hours to resolve. | ||
| + | <!--T:12--> | ||
If you are impatient, then there are some more items you can try. These '''WILL CAUSE DATA LOSS''': | If you are impatient, then there are some more items you can try. These '''WILL CAUSE DATA LOSS''': | ||
* Force the Sync to ignore records which are causing it to get stuck. This is done by following the [[Sync Error]] guide and using the <code>-DeleteUnsyncedCloudRecords</code> option within this guide. | * Force the Sync to ignore records which are causing it to get stuck. This is done by following the [[Sync Error]] guide and using the <code>-DeleteUnsyncedCloudRecords</code> option within this guide. | ||
* You can [[Clear your database]]. | * You can [[Clear your database]]. | ||
| − | == Conflicts == | + | == Conflicts == <!--T:13--> |
If you find a message stating that there is a conflict, you'll need to see [[Sync Error]] instead. | If you find a message stating that there is a conflict, you'll need to see [[Sync Error]] instead. | ||
| − | == Sync Failed == | + | == Sync Failed == <!--T:14--> |
Please post a log on the Discord for more help. | Please post a log on the Discord for more help. | ||
| − | === Avoiding this problem in the future === | + | === Avoiding this problem in the future === <!--T:15--> |
The Neos team are aware and are investigating this issue, see the [https://github.com/Neos-Metaverse/NeosPublic/issues/3729 bug report on our issue tracker] for more information. In the mean time, try these recommendations to potentially reduce the amount of times you see it: | The Neos team are aware and are investigating this issue, see the [https://github.com/Neos-Metaverse/NeosPublic/issues/3729 bug report on our issue tracker] for more information. In the mean time, try these recommendations to potentially reduce the amount of times you see it: | ||
# Avoid repeatedly saving the same object multiple times - For example, waiting a longer period of time between saving copies of worlds or avatars. | # Avoid repeatedly saving the same object multiple times - For example, waiting a longer period of time between saving copies of worlds or avatars. | ||
| Line 66: | Line 72: | ||
# Ask in our discord for more information. | # Ask in our discord for more information. | ||
| − | == Something else? == | + | == Something else? == <!--T:16--> |
If you can't find something that matches the above list. Please report it on our [https://github.com/Frooxius/NeosPublic/issues issue tracker] or in our Discord. In both cases make sure to provide a [[Log Files|log file]]. | If you can't find something that matches the above list. Please report it on our [https://github.com/Frooxius/NeosPublic/issues issue tracker] or in our Discord. In both cases make sure to provide a [[Log Files|log file]]. | ||
| + | <!--T:17--> | ||
[[Category:Troubleshooting]] | [[Category:Troubleshooting]] | ||
</translate> | </translate> | ||
Revision as of 11:07, 1 September 2022
Sometimes, when your account is syncing the sync status as shown on the dashboard will stick at various percentages(10% is common). This indicates that there was a problem while syncing that is halting or pausing the sync process.
Ensure you're reading the right guide
We have multiple guides for Sync related matters, please ensure you are reading the correct one for your problem:
- Stuck Sync - For resolving your account syncing when it is "Stuck"
- Sync Error - For resolving an account Sync conflict.
These problems are slightly different and may require differing steps, so we've split them into separate guides.
DO NOT
- Delete your Neos data/database or cache files.
- Try to save and sync any more items/worlds.
- Send any objects or voice messages through the Contacts tab.
- Change any settings.
- Reinstall Neos
Diagnosing a Stuck Sync
The first step for fixing a Stuck Sync, is to ensure it really is stuck. Sometimes syncing may take a long time or appear stuck but, it's just being slow. Follow these steps to confirm the issue:
- Examine the sync status section of your Dash menu. It is in the top bar of the dash and will usually display "All Synced" in green
- If it says "Syncing" and then a percentage, examine this percentage. See if it changes or increases. Give it a few minutes to double check that its not just being slow.
- If it is still not moving, then you have a stuck sync!
Fixing a Stuck Sync
Fixing a stuck sync, is a little challenging depending on what exactly is wrong so make sure to follow our steps.
- Examine your Log Files
- The most recent file that shows a stuck sync, should be the one that you examine.
- Scroll through it looking for issues, If you're unsure try asking on the Discord and somewhere there will be able to identify where the Stuck Sync message is.
- Once you've located the message that's related to your stuck sync. Follow the section below which most closely matches the issue you're seeing in the log file.
Too Many Requests
If you've found a message that contains something like this:
Fail Reason: Response status code does not indicate success: TooManyRequests (429); Substatus: 3200; ActivityId: ....; Reason: ( code : TooManyRequests message : The request rate is too large. Please retry after sometime. Learn more: http://aka.ms/cosmosdb-error-429,
This error means that there's a rate limit occuring between you and our data storage systems which are a part of the Azure cloud service offerings.
You can follow these steps to try and resolve it:
- Try restarting Neos, this will re-start the sync and try it again.
- Try waiting for a while before restarting or trying to sync again.
- Try waiting for a quieter time for Neos traffic before syncing. Later at night or earlier in the morning
This may take up to 48 hours to resolve.
If you are impatient, then there are some more items you can try. These WILL CAUSE DATA LOSS:
- Force the Sync to ignore records which are causing it to get stuck. This is done by following the Sync Error guide and using the
-DeleteUnsyncedCloudRecordsoption within this guide. - You can Clear your database.
Conflicts
If you find a message stating that there is a conflict, you'll need to see Sync Error instead.
Sync Failed
Please post a log on the Discord for more help.
Avoiding this problem in the future
The Neos team are aware and are investigating this issue, see the bug report on our issue tracker for more information. In the mean time, try these recommendations to potentially reduce the amount of times you see it:
- Avoid repeatedly saving the same object multiple times - For example, waiting a longer period of time between saving copies of worlds or avatars.
- Avoid saving multiple items at once - For example, don't grab and save every single object you see.
- Break up your saves, save an item...wait 5 minutes... save another item.
- Try using your Local Home as a Local Backup.
- Continue posting reports, log files and information on the bug report on our issue tracker
- Ask in our discord for more information.
Something else?
If you can't find something that matches the above list. Please report it on our issue tracker or in our Discord. In both cases make sure to provide a log file.