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Help us fix bugs faster

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Started 14 years ago by Phil
Latest reply from DarkGolem71
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Phil
Syncdocs

Reports of problems or bugs in Syncdocs are most useful to us.

We test on a many user account/machine/file system/setting combinations here before any release, but we can't test every permutation.

If Syncdocs is broken, you can help us by reporting the problem on these forums or by email.

Additional info that helps us replicate and fix the bug faster are:

1. The Syncdocs Error log is useful to our developers in bug fixing. You can get it by right clicking on the Syncdocs icon, selecting "Preferences", then "Advanced" and then "View Log".
(if you do not see an "Advanced" tab, click on "Advanced options..." button to see it)

You can cut and paste the error log to the forum, or send it to us by any of the methods here:
http://www.syncdocs.com/help/contact-us/

2. If not obvious, steps on how to replicate the bug

3. If you have multiple PCs with Syncdocs syncing to the same account, the number of these PCs.

Thanks

Phil

Posted 14 years ago #

Magical rainbow ponies
HPG
Member

I've sent you the log file using your "contact us" page. It seems to be complaining about the file being in use by another process, but I don't know what that process was.

Posted 14 years ago #
Phil
Syncdocs

Thanks, we got your log.

We also don't know what the process is.

You can reboot your machine or use this utility to find out who else has the lock on the file:
http://technet.microsoft.com/en-us/sysinternals/bb896655

Posted 14 years ago #

Private
jeison
Member

.TXT files with ANSI code, are uploaded with erros.

When uploading .TXT files writen in brasilian portuguese and some letter do not appear correctly.

other files. .DOC .ODT, or .TXT coded with UTF8 and Unicode is displayed very well.

Posted 14 years ago #

Admin
Phil
Syncdocs

Hi Jeison,
Can you send us a .TXT file in ANSI that does not work, so we can fix it?
You send send it via the contact page:
http://www.syncdocs.com/help/contact-us/

Thank you.

Posted 14 years ago #
jeison
Member

I have sent the messages with the files

here are 1 image with the issue i've reported

http://i1015.photobucket.com/albums/af279/jeisoncarbar/avulso/screanshotofthefilesinGDocsUI.jpg

Posted 14 years ago #
yanaho
Member

I am a huge fan of the concept of this app. I would love to see the bugs worked out so that it works as suggested. I am willing to support or purchase a copy if I could guarantee that my files are safe while in my shared folder. Currently they are not, as I am only using gdocs as online storage, I need to make sure my files aren't changed/replicated when uploaded.
Is there any way you could implement a public bug reporting system so that we may see the status of reported bugs, and possibly an estimated date for implementation of a fix?

Thanks again for supporting the software in a public way. It helps to know that you stand behind your product.

Posted 14 years ago #
Phil
Syncdocs

Can you supply us details of files that are changed? Is it the fireworks pngs you reported in another post. If you tell Syncdocs not to convert, then it won't.

We'd like to use a public bug reporting system.

Posted 14 years ago #

Private
jerome
Member

Hello Phil,

I'd like to echo the comment of yanaho. I have been using Syncdocs for a month of love the way it is done. From the start, Syncdocs has been changing the date on many of my documents, which was a bit annoying but something I could leave with while in the Beta.

Today, I experienced a very severe problem (reported in the forum here) but it was a real huge pain to report the problem. The forum seems to have a limit in the size of the post, and fail silently when the text size is over. Then I decided to try to use your contact us form, but I filled the form 5 or 6 time, but it kept redirecting to the forum at some point in the process, when trying to upload the file most of the time.

Finally, I did a short forum post with only a very short sample of the errors in the log, but I doubt it will be very useful.

Please, help us help you. Give us an email address for instance just to send you details for your investigations. That is ok if you do not want to reply to these emails, and use the forum to communicate, but you should make sure the bug reporting is as painless as possible.

Thanks,

Jerome

Posted 14 years ago #
Phil
Syncdocs

Hi Jerome,

Thanks for the report, and for persevering through the frustrating forum. We turned on the Askimet spam filter on the forum a few days ago, which caused the problem.

In response to your problems, we've turned it off now, to make posting reliable.

We've also made our email address more visible on the contact us page

Thanks,
Phil

Posted 14 years ago #
hnaparst
Member

The bug-tracking system at bugs.wuala.com is a good model.

Posted 14 years ago #
Andrew
Syncdocs

Thanks for the pointer.

Posted 14 years ago #
Suhrac
Member

Installed the program on my machine.
Started the sync, and because of misunderstandings i had to restart it a couple of times.
Now 36 hours after i restarted it i found many thousands pictures in my bin.
I think i was able to save all my pictures, but close enough though.
I did not change anything so it should'nt have looked like a newer version or something like that.

For second, I hope you are able to do something with the speed. Because it takes som time uploading 18 gb. I had a speed of maximum 100 kb/s. My connection allows up to 1000 kb/ps.

Posted 14 years ago #
kn@euroform.com
Member

It looks like you will only sync. 1GB. We do have a Google Account where we should have a lot more space, but it looke like you think the Jobe is done.
You say 100% of 1GB.

What do I need to do?
A log file I could send you with the error would be a very nice feature.

Love you product!!!

Posted 14 years ago #
ido.ran
Member

I've download the installation few minutes ago and when I try to install it the installer keep telling me:
Error while writing to file: %UseDir%\AppData\Local\Program\Syncdocs\client.wyc. Verify that you have access to that directory.

I've open the directory and it already contain some files like AutomaticUpdater.DLL, Syncdocs.exe and more. I have permission to that directory.

I even shutdown and restart the computer but nothing works.

Ido.

Posted 14 years ago #
Andrew
Syncdocs

Hi Ido,

This .wyc file is used by wyUpdate, the automatic updater program Syncdocs uses. I don't see much about this on their forums.

Please send us the log.

Please also try running the "Update Syncdocs" item on the Start Menu -> Syncdocs group. This might clear the problem.
-Andrew

Posted 14 years ago #
ido.ran
Member

1. Which log are you referring to? I've not been able to finish the installation so the SyncDoc log is not the one I think.
2. I use SyncDocs update application and it worked fine and update to 0.65.

If you want I can still try to install the download setup and send you logs from there if you can tell me where they are saved.

Ido.

Posted 14 years ago #
Andrew
Syncdocs

Hi Ido,
Thanks for your offer of help, but we'll first try to replicate it here, I think we have enough info.

Posted 14 years ago #
DJBsync
Member

Performed an initial syn and it went fine. The last few updates have paused before completion. The following error message was logged:

8/23/2011 10:24:22 AM(ver. 0.65) Possible direct upload to server failed, Google server error. Attempting fix.
The remote server returned an error: (400) Bad Request. System.Net.WebException : sd criticality=0
Inner:
Source: System : sd criticality=0
8/23/2011 10:29:57 AM(ver. 0.65) Possible direct upload to server failed, Google server error. Attempting fix.
The remote server returned an error: (500) Internal Server Error. System.Net.WebException : sd criticality=0
Inner:
Source: System : sd criticality=0
8/28/2011 5:17:35 PM(ver. 0.65) Error log dump info done.
8/28/2011 5:17:35 PM(ver. 0.65) 31669 files and folders are using 28.1 GB
8/28/2011 5:17:35 PM(ver. 0.65) 14.1% of 201 GB used
Google Upload Server Built on Aug 22 2011 10:42:40 (1314034960)

Any help would be appreciated.

Posted 14 years ago #
bizwizkid
Member

Recently I had to break my client files into two major categories and setup Syncdocs to have two accounts. I manually changed Syncdocs to the second Google account and it has been uploading files into that documents account for the past several days. This morning I see an error message that referred to an update error.

To replicate I opened the Preferences section and clicked 'Check for Updates' and get this error: "Update checking failed Client file failed to load. The client.wyc file might be corrupt."

My version is 0.55.3686.900 beta which I've run for nearly a year now. The client.wyc file is dated 10/12/2011.

When I try to restart Syncdocs after a lengthly Sync Status initializing period it did start syncing again.

I'm not sure how to get you my error logs for your reference.

Thanks!

Posted 14 years ago #

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