All folders disconnected

[RomanZ]

@FTP There was an issue causing folder disconnecting once a linked devices that was offline for 30+days comes online. This was fixed in 2.3.8. Does it sound like your case?

[CapitaineSebFr]

Hello,

I had this issue in versions 2.3.4, 2.3.5 and now 2.3.6.
On all my devices, folders went disconnected after connecting a folder on my iOS device... 

This is painful, I need to reconnect and index all folder on 3 differences computers each time I use the iOS App.

Any idea when it will be fixed?
(all my software version are up to date on every devices).

Thanks,
Sébastien

[hiterkiter]

Have the same issue

yesterday I loaded a file on my iPad and today all folders on all devices are disconnected.

I don't know if there is a coherence.

Thanks Tom

[GreatMarko]

Hmmm...  I appear to also have suffered the same issue - Just realized all my folders on all my devices are now all in a "Disconnected" state, and I'm having to manually reconnect them all again on each device.

The total disconnect appears to have taken place around 5 days ago.

Using Sync v2.3.8 for over a month, so disconnect not triggered by any update. Also, not opened iOS app in the last week, so disconnect not caused by that either!

Very strange! ...I'll chase with the team...

[Helen]

@all,

is the problem that you're asked to setup new identity,which was fixed in 2.3.5 as mentioned, or that the folders just get disconnected, which is a different issue and is fixed in v 2.3.8. Mobiles still have 2.3.5

[FTP]

Same thing happened to me.  Again.  For around the 5th time.

 

It's **really** getting old having to reconnect all folders and resynchronize everything every month or so.  I upgrade to new versions as soon as possible, and it looks like I installed 2.3.8 on June 20th.

 

The last two times, if I remember correctly, the problem occurred after returning home from a trip.  This time I was only gone 4 days or so.  Placed Sync on pause, and resumed when returning home.

 

PLEASE fix this.

[FTP]

Just posted to another thread.  Didn't see this response, my apologies.

 

This just happened again after returning from a 4 day trip a few hours ago, while using 2.3.8 -- so definitely not fixed.  Have not been offline for 30+ days, last time was approx 2 weeks.

 

Please fix this -- as above, it's incredibly disruptive and makes it hard to trust the security of my data when using BT Sync.

 

Thanks!

[GreatMarko]

2 hours ago, FTP said:

Just posted to another thread.  Didn't see this response, my apologies.

There were two near identical topics covering this folder disconnect issue - these have now been merged into this single topic for the avoidance of confusion.

[FTP]

On 7/25/2016 at 6:14 AM, Helen said:

@all,

is the problem that you're asked to setup new identity,which was fixed in 2.3.5 as mentioned, or that the folders just get disconnected, which is a different issue and is fixed in v 2.3.8. Mobiles still have 2.3.5

I have never been asked to setup a new identity.  All my folders are still there, they are just no longer functional.  To be sure that everything works correctly without loss of data, I manually delete and recreate each shared folder so that it resynchronizes from my home desktop (to my knowledge, this problem has never affected my desktop, only my laptop).

[Helen]

@FTP what you mean "no longer functional"? 

[FTP]

5 hours ago, Helen said:

@FTP what you mean "no longer functional"? 

They are all disconnected and have to be reconnected manually.  In other words, the known issue is NOT fixed in 2.3.8 and still occurs in that version of the software, or there is more than one cause of the same problem and only one was fixed.

[Helen]

then it looks like yet undiscovered issue. We would appreciate it if you could send the logs from all your devices, and give more details on the pattern. Thank you. 

[FTP]

The debug logs contain personal information, so I can't send those.  Is there something I can scan the logs for?  I don't see an obvious "I'm going to disconnect all of your shared folders now" message.

 

As for details on the pattern, I'm not sure what else to tell you that I haven't said above.  Come back home after traveling for 4-5 days (paused sync while traveling so I wouldn't use excessive data).  Unpause Bittorrent Sync when computer is up on my home network.  Realize something isn't right, look at the window, see that everything is disconnected.  Again.  From the user perspective, it's the same problem I've been having for last few months that others described in this thread.

[FTP]

Wow.  Strange timing.  I just went back to check something, and 2 of my shared folders were disconnected, again on the laptop.  This time, however, it seems to have only been 2 of them, not all of them.  I took my laptop to work yesterday (which I do almost every day, seemingly without problem).  So this time, I don't have an obvious trigger for the disconnection.  To be clear, every other time I have had this problem, all folders were disconnected.  This is the first time that only a few folders were disconnected.

If you give me something to look for in the debug logs, I'm happy to do it.  The problem is that there is no message that a problem has occurred, I only notice it after the fact when I check the BTSync window (not something I routinely do on the assumption that all is fine if I don't hear otherwise).  So I can't pinpoint an exact time that the problem occurred. 

[Helen]

there will not be any line like that, cause it's not Sync's decision to disconnect folders. Apparently, there is some trigger, like reconnection to a device that forces your Sync to reset to default Sync mode.You can search in log smth like

remove folder XXXXX because of custom mode:

but that will only show the fact, not the reason. the reason is in the whole log above that line. 

Without seeing logs from you, I can only guess. You can try and recreate your identity: unlink it from your devices, and re-link them back.

 

[jammin]

I just had this problem on two of my machines.  Went to bed last night and everything was OK.  Woke up this morning to all folders being disconnected on 2 out of 3 of my machines.

On one of the two  laptop I see this in the log (you can see the time difference where nothing happened because everything has become disconnected)

[2016-08-17 22:34:48] ScheduledTask: "ConnectMorePeers" invoked: immediately, reason:SyncFolder::Start
[2016-08-17 22:34:48] SF[C44B] [5B89]: Won't connect files, no valid addr
[2016-08-17 22:34:48] SF[C44B] [D95C]: Won't connect files, no valid addr
[2016-08-17 22:34:48] SF[C44B] [32C6]: Won't connect files, no valid addr
[2016-08-17 22:34:48] SF[C44B] [8920]: Won't connect files, no valid addr
[2016-08-17 22:34:48] ScheduledTask: "ConnectMorePeers" invoked: immediately, reason:SyncFolder::Start
[2016-08-17 22:34:48] SF[C44B] [5B89]: State sync finished
[2016-08-17 22:34:48] SyncReq[0x00000275360ad090][None-TCP] [0000]: cancel 360AD090 - outgoing merge
[2016-08-17 22:34:49] SyncReq[0x00000275360ad090][None-TCP] [0000]: destroing 360AD090 cbcnt:5 - outgoing merge
[2016-08-17 22:34:49] Sending broadcast ping for 16 shares
[2016-08-18 11:02:26] Change network from WIRED_NETWORK to NO_NETWORK
[2016-08-18 11:02:28] Change network from NO_NETWORK to WIRED_NETWORK
[2016-08-18 11:02:28] failed to set IP_ADD_MEMBERSHIP for 169.254.241.187:0: -1
[2016-08-18 11:02:28] failed to set IP_ADD_MEMBERSHIP for 169.254.241.158:0: -1
[2016-08-18 11:02:28] setup socket 2388 for local peer discovery for 192.168.55.17: success
[2016-08-18 11:02:28] setup socket 4020 for local peer discovery for 127.0.0.1: success
[2016-08-18 11:02:28] PLC[0x000002751536abf0] binding on 0.0.0.0:12973
[2016-08-18 11:02:28] Socket[0x000002751536abf0][4048] bound listening socket 4048 to IP 0.0.0.0:12973
[2016-08-18 11:02:28] UDP: bound listening socket 920 to IP 0.0.0.0:12973
[2016-08-18 11:02:28] SyncSocket[0x00000275360adf90]: an error has occurred - code: 10051, message: "A socket operation was attempted to an unreachable network. "
[2016-08-18 11:02:28] Closing uTP tracker connection to 52.0.102.230:3000. Error 10051
[2016-08-18 11:02:28] Closing TCP tracker connection to 52.0.102.230:3000. Error 10051
[2016-08-18 11:02:28] Closing uTP tracker connection to 52.1.40.103:3000. Error 10051
[2016-08-18 11:02:28] Closing TCP tracker connection to 52.1.40.103:3000. Error 10051
[2016-08-18 11:02:28] Closing uTP tracker connection to 52.1.1.135:3000. Error 10051
[2016-08-18 11:02:28] Closing TCP tracker connection to 52.1.1.135:3000. Error 10051

The other machine didn't have debug logging on so has nothing of use in the log.

I'm guessing maybe some kind of transient network problem caused it, but that really shouldn't happen.  Recreating my ignore lists and reconnecting all the folders takes many hours and I just can't trust the system if it's going to be so fragile.

edit: I have submitted a support ticket with more of the log.

Edited August 18, 2016 by jammin

[Helen]

@jammin

We got your ticket, replied. 

3 hours ago, jammin said:

Recreating my ignore lists

In Sync v2.8 IgnoreList is preserved if a folder gets disconnected. 

[jammin]

1 minute ago, Helen said:

@jammin

We got your ticket, replied. 

In Sync v2.8 IgnoreList is preserved if a folder gets disconnected. 

Thanks, am now discussing with support and will post the result back here.  

Yes after I posted I went back and started re-connecting folders and noticed the ignoreList was still there.  Excellent!

 

[craigc]

Well, sadly my Macbook Pro has apparently disconnected about 4 days ago and I only just noticed when I tried to find an important document which I created on the laptop yesterday but needed to open on my iPad today. I'll take a look in the logs shortly but I have to reiterate, this seriously undermines the product for me. For the last 4 days my laptop has lost one of its backup mechanisms and there was nothing to even alert me to this. Not to mention the inconvenience of not being able to access an important document when I needed to today. I'm beginning to think I should bite the bullet and buy a Synology disk enclosure instead.

Just thinking - one thing I did do on the Macbook Pro about 4 days ago was to upgrade Mac OS X to the latest version (10.11.6). My uptime says 3 days 22h 11 min which would have been the reboot after update so maybe the update caused the disconnection?

If you are able to update this thread on progress with investigating this issue I would be grateful.

[Helen]

@craigc

Support received your ticket with logs and will reply there. 

A little update on the issue... from all the logs submitted we see one similar pattern: shortly before that happens, a device, where all identity details have been deleted, appears online. So the local device has to recreate them all and re-apply the default mode - Disconnected. 
Why these details get deleted is not yet clear. A few weird cases are now seen. But in many cases this is either a mobile, or a desktop with old Sync, that has been offline for a while. 

[craigc]

Hi Helen, thanks for the update, support have been in touch and I replied back to them.

The scenario you describe doesn't seem to match what I have seen because I have no added or removed any devices from my account recently and all devices are running the latest version of the software. Anyway, it's good to know that the investigation is progressing.

Regards,

Craig.

 

[laurin1]

Well, it just happened again for me. I'm on my laptop (Windows 10 x64 Pro), which was working fine about a week ago. now all folders are disconnected and all IgnoreList files are gone the .sync folders are still there, but all they contain is the Archive folder.

[laurin1]

I just realized that another one of my devices got "switched" to Selective Sync! It has been that way for over a week. I kept trying to figure out what the different icon meant. Good grief.

[RomanZ]

@laurin1 Could you please send us logs and journals? Preferably, from all peers involved. As issue is fresh, there are good chances that logs are not yet rotated.

[laurin1]

@RomanZ

Done