Studies IOS will not sync with Mac

Jane's Avatar

Jane

06 Aug, 2016 04:05 AM

I normally create my notes on Mac but study on my iPhone. I currently have 65 notes in the stack on my Mac but only 26 on my iPhone. The Mac appears to be syncing with iCloud (but who knows?). The iPhone would start the sync and then stop. Force quitting the app on the iPhone did not do anything so I turned off iCloud sync and then turned it back on - this appeared to make the sync progress bar at least move across completely from left to right however it went quite fast and I still only have 26 notes in the stack so its clearly not syncing?

  1. 1 Posted by Gosia on 06 Aug, 2016 02:21 PM

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    I'm encountering the same problem. I have imported my mental case libraries to the new app both on the iphone and on the mac and that seemed to have worked well. I then studied my deck of due cards on the phone, until there was no due cards left. The phone synced (or so it said) with icloud. The computer (or so it said) also synced with icloud. But that an actual sync happened is unlikely since... 1) i do not see a separate file in icloud that would represent the synced data and 2) The computer app still tells me that the cards I went through on my phone are due for study.

  2. Support Staff 2 Posted by drewmccormack on 06 Aug, 2016 11:30 PM

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    With sync, if you are seeing that data is not making its way over from a device, you may need to the load the app on the device that created the new data. It probably did not get to fully upload the data.

    I think in the first case here, it is a just a question of being patient. You need to see the progress bar go through twice before the data is fully in the cloud. At that point, the other device should be able to download it.

    Note that we don't use files anymore for sync. We use a new technology called CloudKt, and it doesn't have files, so you won't see files (though you do need to have iCloud Drive turned on).

    Sometimes the due counts may be slow to update. You may find if you go into a stack, the due stamps are updated, but the count is slow to update. Eg. you may find the last studied date of notes you studied is updated properly.

    That said, it seems there may be a problem with due notes becoming due again after a sync, and we are investigating this.

    Kind regards,
    Drew

  3. 3 Posted by Jane Pervan on 08 Aug, 2016 02:45 AM

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    Hi Drew

    Its more than being patient - the cards were created on the Mac app DAYS ago and although the Mac app gives the appearance of syncing there are 476 cards on the Mac app and only 439 on the iOS app.

    This morning I deleted the iOS app and then reinstalled it. It still only downloaded 439 cards. I have synced the Mac app, quit out of it, restarted my entire Mac, restarted it and it appears to be syncing. The newly installed version of the iOS app ‘appears’ to be syncing. But clearly they are not syncing because each version has a different number of cards.

  4. Support Staff 4 Posted by drewmccormack on 08 Aug, 2016 11:15 PM

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    Hi Jane,
    Hmm. Can you perhaps do a little test for me, just to see if it helps identify the problem?
    Can you go into Applications > Utilities on your Mac and open up Console app. Then try a sync with the Mac. Does any error message from Studies appear in the Console app? If so, could you send it to me?
    Kind regards,
    Drew

  5. 5 Posted by Jane Pervan on 09 Aug, 2016 12:19 AM

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    Hi Drew

    Here are the error messages that I got - looks like there is something going on with the Mac app?

    9/08/2016 10:17:38.292 AM Studies[3854]: Error merging: Error Domain=CDEErrorDomain Code=211 "Number of object changes: 1986, Number of global ids: 1569" UserInfo={NSLocalizedDescription=Number of object changes: 1986, Number of global ids: 1569}
    9/08/2016 10:18:39.345 AM Studies[3854]: Error merging: Error Domain=CDEErrorDomain Code=211 "Number of object changes: 1986, Number of global ids: 1569" UserInfo={NSLocalizedDescription=Number of object changes: 1986, Number of global ids: 1569}

  6. Support Staff 6 Posted by drewmccormack on 09 Aug, 2016 04:38 AM

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    Hi Jane,
    That is very useful. Thank you for sending this to me. I think I now understand the bug, and we will be fixing it ASAP.
    In the meantime, you could try pressing the RESET button on in the sync settings of each of your devices, waiting for 10 minutes, and then turning on the sync again.
    We will try to submit a fix for this issue very soon.
    Kind regards,
    Drew

  7. drewmccormack closed this discussion on 09 Aug, 2016 04:38 AM.

  8. jpervan re-opened this discussion on 09 Aug, 2016 05:27 AM

  9. 7 Posted by jpervan on 09 Aug, 2016 05:27 AM

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    So I just launched studies on my iPad where I've not used it for a while. It only has 429 of the 476 notes and although it says it is syncing, it won't even get the extra 7 notes that I have on my iPhone. Basically nothing is syncing. So my only option is to reset the iCloud data?

    Can you direct me to the best help file for this? I presume l turn off iCloud syncing on the Mac first then choose reset from the iPhone and then turn those off and then turn on iMac first? Obviously I want the iMac data to repopulate iCloud - don't want the blank reset iCloud overwriting the full card set on the Mac?

    Cheers
    Jane

  10. Support Staff 8 Posted by drewmccormack on 09 Aug, 2016 05:32 AM

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    Hi Jane,
    Yes, the error you reported would stop syncing, I’m afraid. We are working on a fix for that now.
    If you go into the iCloud sync settings in the Studies app, and press the Reset button on each device and Mac, the cloud data will be deleted, but you still have all the data locally on each device. You then switch on the sync for each device one at a time, waiting about 10 minutes for the upload to complete. The data from each device should all get merged together, so you should end up with all the notes from all the devices.
    Kind regards,
    Drew

  11. 9 Posted by jpervan on 09 Aug, 2016 05:34 AM

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    Thanks Drew - I will give it a go

    Cheers
    Jane

  12. drewmccormack closed this discussion on 09 Aug, 2016 07:13 AM.

  13. Jane Pervan re-opened this discussion on 16 Aug, 2016 03:03 AM

  14. 10 Posted by Jane Pervan on 16 Aug, 2016 03:03 AM

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    Hi Drew

    It worked - sort of. After resetting all devices, I ended up getting the same number of cards on my iPhone and iMac but the count was out by 2 cards on the iPad - haven’t had time to work out why to be honest.

    Now I’m working on the next section of my course and have been adding cards on iMac. They aren’t syncing so I assume that basically there is no sync until you release the bug fix meaning I have to reset everything each time I want to get the new cards across to the iPhone and iPad?

    Thanks
     Jane

  15. Support Staff 11 Posted by drewmccormack on 16 Aug, 2016 06:07 AM

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    Hi Jane,
    We released fixes for sync a few days ago. Please make sure you get those fixes on all your devices from the App Store.
    Kind regards,
    Drew

  16. 12 Posted by Jane Pervan on 17 Aug, 2016 02:18 AM

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    Yes - my iOS devices automatically updated on 13/8. So its not working after the update? Appears to be no update for the Mac app…

    Here is the full collection of errors from the console from when I last tried to sync…

    17/08/2016 12:17:10.015 PM Studies[22941]: Failed to subscripe for push: <CKError 0x7f8a4a4dd810: "Network Failure" (4/-1001); "The request timed out.">
    17/08/2016 12:17:10.016 PM Studies[22941]: Error fetching zone: <CKError 0x7f8a4a01dcb0: "Network Failure" (4/-1001); "The request timed out."> <<< __61-[CDECloudKitFileSystem createZoneIfNecessaryWithCompletion:]_block_invoke line 202
    17/08/2016 12:17:10.016 PM Studies[22941]: Failed to create root directory: <CKError 0x7f8a4a01dcb0: "Network Failure" (4/-1001); "The request timed out."> <<< __36-[CDECloudKitFileSystem setupCloud:]_block_invoke.126 line 153
    17/08/2016 12:17:10.016 PM Studies[22941]: Setting up cloud directories in CloudKit failed: <CKError 0x7f8a4a01dcb0: "Network Failure" (4/-1001); "The request timed out."> <<< __93-[CDECloudKitFileSystem initWithPrivateDatabaseForUbiquityContainerIdentifier:schemaVersion:]_block_invoke line 75

  17. 13 Posted by Jane Pervan on 17 Aug, 2016 02:45 AM

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    I just restarted my whole mac in case it needed flushing after the updates on iOS and still got this error

    17/08/2016 12:44:09.933 PM Studies[321]: Error merging: <CKError 0x7fbb2aca3cf0: "Network Failure" (4/-1001); "The request timed out.">

    I’m a bit frustrated - I would have been better sticking with mental case…

  18. Support Staff 14 Posted by drewmccormack on 17 Aug, 2016 07:17 AM

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    Hi Jane,
    There was definitely a new Studies for Mac last week. Should be version 1.0.10. Make sure you have that new version installed.
    Kind regards,
    Drew

  19. Support Staff 15 Posted by drewmccormack on 17 Aug, 2016 07:18 AM

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    Note that for the Mac, you need to upgrade via the Mac App Store, not via iTunes.

    Kind regards,
    Drew

  20. 16 Posted by Jane Pervan on 17 Aug, 2016 07:31 AM

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    That’s weird - the update is there now (in mac app store) but it wasn’t when I checked this morning. I suspect the restart refreshed it somehow.

  21. drewmccormack closed this discussion on 17 Aug, 2016 10:59 PM.

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