"incomplete sync" and unexpected changes...

Answered

Comments

20 comments

  • Avatar
    Ashli Baldwin

    Hi,

    We did an update for the app recently that changed the layout.

    You can read about the update here: https://blog.gaiagps.com/new-year-new-gaia-gps-android/

    Or see the updated help articles here: https://help.gaiagps.com/hc/en-us/categories/115000704567-Android

    If you need help finding anything specific, let me know!

    Regarding your sync incomplete message, you could 'Submit a Request' above to contact the support team, and someone will take a closer look at what's going on.

     

    0
    Comment actions Permalink
  • Avatar
    jephreaux

    Hello, I did submit a request " Your request (25726) has been updated. ..."Just wonder status and if any more info is needed. I continue to attempt to Sync periodically and get the same message. Below is a copy of the request I sent in, I also followed thru with your team's request for a copy of the activity logs.     Thanks for all your help, Jeff (note: for security reasons I did X out my email below)

    " Hello, Thanks for the help. The problem is when I turn on the Gaia GPS and the WIFI is on, I get a message saying "Sync Timed Out You might have a bad internet connection. Try again later or at a different location". I can check email and the internet connection is fine.
    When I go to Settings, then Account & Subscription it shows "XXXXXXXX@email(Last Sync: in progress" just below, I click on the Account & Subscription option and then I see Sync with GaiaCloud is on, but below, Last Sync shows as "Sync Incomplete". So I click on that, I get the spinning circular arrow thing for about 60 to 80 seconds, then pops up the white box saying "Sync Timed Out You might have a bad internet connection. Try again later or at a different location"
    What can we do?
    I will be on the road with the Gaia GPS tomorrow (12/27/2017) all day so if we need to put this off until after New Year's that's fine. I wanted to document it while I had the time.
    Thanks, look forward to hearing from you. "

     

     

    0
    Comment actions Permalink
  • Avatar
    Ashli Baldwin

    Hi jephreaux,

    I took a look at your previous request - it looks like Nathan passed it along to the development team for further review, but we haven't gotten any updates yet - I'm sorry for the wait.

    From a quick glance, the logs you sent are reporting the same issue it's telling you - sync timing out due to a bad internet connection.

    One thing I noticed is that you have your root folder moved to the SD card, and I'm wondering if this is what could be causing the sync to 'time out' and report bad internet. Perhaps the SD card is responding slowly.

    Do you have enough internal storage space on your device to move Gaia data off the SD card to test out that idea?

    0
    Comment actions Permalink
  • Avatar
    jephreaux

    I am afraid I do not have enough internal storage space. Before I bought the tablet and Gaia GPS software I discussed it with a friend that had a similar set up, reviewed your Gaia Help forum and decided I could get this tablet, add the extra storage space by buying a same brand (Samsung) memory card and make that the primary memory. I use this tablet exclusively as a Gaia GPS but I do check my email from it once in a while. This Tablet only has 16 GB of internal storage. The card has 128 GB of storage. It functions fine on the trail, I just have 2 issues. This one, with the Sync timing out, and the second is I would like to download all the maps for the Western US. I think I can buy those maps from your company and that would probably be best for me. So often on a long trail ride I find I missed a section w/ my map downloading and the detail level of the maps is significantly reduced. However, do not worry about the second issue now, we'll do that later unless for any reason you think that could help. Perhaps that would facilitate data on storage being organized better? Thanks for all your help.

    0
    Comment actions Permalink
  • Avatar
    Ashli Baldwin

    Hi again,

    Thanks for your patience. I'm going to follow up with you via email since I need to get a bit more information. 

    0
    Comment actions Permalink
  • Avatar
    jephreaux

    Thanks, all's good, can you tell I am retired! HA! I will proceed with your email request. 

     

    0
    Comment actions Permalink
  • Avatar
    jephreaux

    It's all done, "Last Sync . .  1/12/18/ 4:47:50 PM" YAY!  In the future, multiple, massive waypoint files of superfluous data will not be downloaded to my modest Tablet. Thank you and please thank the Tech Team for their help. 

     

     

    0
    Comment actions Permalink
  • Avatar
    bk6418

    Can you tell us how you resolved this issue? I just built a big route and its not syncing with my tablet I just receive a "Sync Incomplete" message? 

    0
    Comment actions Permalink
  • Avatar
    Ashli Baldwin

    @bk6418 

    I'm sorry for the trouble. There was an issue today affecting sync but it should be fixed now!

     

    0
    Comment actions Permalink
  • Avatar
    catalano.cosmo

    This is extremely inconvenient.  I'm trying to wrap up a project, and I can't sync my data (Android), so it's essentially trapped on my phone.  Isn't there another way to get this info into gaia.com?

     

    0
    Comment actions Permalink
  • Avatar
    Nathan

    @catalano.cosmo
    I'm sorry you are having an issue when syncing your device with gaiagps.com.

    I sent an email with more information to troubleshoot this.

    0
    Comment actions Permalink
  • Avatar
    ryanokarmick

    Hi @Nathan, could I also get the email instructions on what to do about syncing issues? I am also seeing "sync incomplete" and have recently moved gaia to store data on the sim card. thanks

    0
    Comment actions Permalink
  • Avatar
    Robyn

    @ryanokarmick
    I'm sorry for the trouble - I sent you an email directly with some troubleshoot steps.

    0
    Comment actions Permalink
  • Avatar
    hhr1315

    Can I get the instructions, too? I am having the same issue.

     

    0
    Comment actions Permalink
  • Avatar
    Jay Crooker

    @hhr1315,
    I have followed up with you via email to troubleshoot this issue.

    0
    Comment actions Permalink
  • Avatar
    Gregdbarker

    Hi Jay,

    I've been unable to Sync for about a month. The sync tries for a while (spinning sync wheel), then fails and I just see "sync incomplete."  Can you send me instructions?

    Thanks,

    Greg

    0
    Comment actions Permalink
  • Avatar
    Kristin McLane

    Hi @Gregdbarker,

    I have followed up with you via email to troubleshoot this issue.

    0
    Comment actions Permalink
  • Avatar
    jephreaux

    l also have the return of the "sync Incomplete" message. I bought a new Samsung tab A with lots of memory (128GB), and installed a 512GB card. Got Gaia GPS up and running, all was well. Then I moved the Gaia storage over to the card and I don't think I have been able to "sync" since then, probably 6 to 8 weeks back. I do worry about loosing the most recent trails I have tracks of.  I reviewed a lot of things on my end, don't see any issues. Gaia GPS runs fine out on the trails. What can we do?  I was also wondering, can I back up the tracks file myself? That is the one file I would hate to loose. Can I connect the Tablet to my laptop, find the tracks file and just copy it to the laptops hard drive? 

    0
    Comment actions Permalink
  • Avatar
    Ryan McElroy

    Hi jephreaux, I'm sorry for the trouble syncing your Samsung Tab A. 

    I suspect the app is having some trouble connecting with our server which is preventing the sync from completing in the app.

    Please try this to force a reconnection with the server:

    • Open Gaia GPS > Settings > Account > tap Restore Purchases
    • If prompted, enter your email address and login (proceed even if you get an error message after logging in)
    • Then force close and reopen the app


    Please contact Support here if the app is still struggling to sync after that. 

    It is also possible to backup your tracks manually. Here's how: Export Data as GPX or KML from the Android app

    0
    Comment actions Permalink
  • Avatar
    jephreaux

    You nailed it! All better in 4 easy steps, thanks for assisting this sometimes technologically challenged senior citizen. I will save the link to this, I will copy and print this (.pdf) and save on tablet and laptop.  

    _______________________________________ THANKS! _______________________________________

    0
    Comment actions Permalink

Post is closed for comments.