gaia mobile syc not completing

Answered

Comments

24 comments

  • Official comment
    Avatar
    Ryan McElroy

    Hi @gwit1,

    Sorry for the trouble syncing. There is a bug in the Android app causing occasional server connection issues. This sometimes prevents sync from working properly.

    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

    If you still can't sync after that, please contact Support here so we can take a closer look.

    Comment actions Permalink
  • Avatar
    Laurel Geisbush

    I am having the same issue.  Seems like my app is having trouble signing in with Facebook. But there's no way to remove the Facebook login within the app (that  I can find).  

     

    I don't want to sign out of the app and loose un-synced trips.  I don't know the answer. If anyone does, please share!  

     

    Thanks.  

    0
    Comment actions Permalink
  • Avatar
    Michael

    I'm having the same problem here. On multiple versions of the app, and on ALL of my devices. Either the servers aren't working, or there's some other bigger problem here. I'm certainly not happy.

    I have signed out, unsynced, tried to resync, and so on. No solutions.

    I need access to my data as a whole, and I need it now. This is the crap that gives me a very good reason to leave Gaia and take my business elsewhere. I will very likely do this unless it's fixed by tomorrow. As I need my data exported for this weekends events.

    0
    Comment actions Permalink
  • Avatar
    Michael

    I guess this means I'll be dumping Gaia for a company who actually wants my money. I'll be happy to share with all my friends about how poor the service is. Thanks Gaia.

    -1
    Comment actions Permalink
  • Avatar
    Laurel Geisbush

    @Michael - That’s not super fair, give them some time to respond with a fix. Also, I haven’t come across any other apps that are better than Gaia. It’s the best out there to navigate, track adventure and uses very little battery power to do so.

    -1
    Comment actions Permalink
  • Avatar
    Michael

    I think it's more than fair. It's been issue for about a month now after looking at the missing data on the website. Still not resolved in that time. I need it to work when I need it. I need by no later than tomorrow morning for the event. This creates a huge problem for many of us who rely on the data that has taken countless hours to compile. All for nothing.

    I'm going to have to spend countless hours, days, and maybe weeks trying to export every single track, waypoint, and other data by hand because the app doesn't support bulk exporting. More wasted time :/

    As much as I have enjoyed the older versions of the app and its use. The syncing has been a critical part over the past couple years. I've overlooked the lack of exporting with the cloud syncing as a trade off. Now that I don't have it, I see no reason to stay when it's not being fixed in a timely manner. And lack of communication with them, only makes things worse.

     

    0
    Comment actions Permalink
  • Avatar
    Laurel Geisbush

    Have you tried emailing customer support directly? That's the best way to get direct support.  If you have a premium membership you can call them too, the number is in the app.  

    0
    Comment actions Permalink
  • Avatar
    Michael

    I'm in the very slow process of it. I've sent them the app logs. We'll see what happens. There's an error in the logs pointing to something on the server. One device is receiving a 403 when trying to sync. One gets an error of "could not find latest_revision in server response". So it's quite interesting and ridiculous.

    I do have a premium membership. 

    0
    Comment actions Permalink
  • Avatar
    Laurel Geisbush

    Good that you have contacted them.  Sounds complex!  

    I've found a way to export my trip that didn't sync from last week due to Facebook connect.  

     

    Here's an article that shows how to export all items at once.  If you're on Andriod, there will be a similar article. I am doing this just as a backup, in case.  Hoping I can keep the photos that are embedded into the route as well.  

    https://help.gaiagps.com/hc/en-us/articles/115003639728-Export-Data-as-GPX-or-KML-from-the-iOS-app 

    0
    Comment actions Permalink
  • Avatar
    Jim Margolis

    @Janevill @Michael

    Sorry for the trouble with syncing your devices. I have emailed you directly to help troubleshoot.

    @Laurel Geisbush

    You emailed in directly too and we responded yesterday. Please reply to that email if you need further assistance.

    0
    Comment actions Permalink
  • Avatar
    Michael

    @Laurel I can't do exporting all at once. It isn't supported on the Android app. 

    As an Android Developer myself, I find this entire thing appalling.

    As I told Jim, I will be requesting a refund after I get all of my data off the app. I will have to export one by one. I use an older version of the app, and refuse to update on the device that has all the data due to the lack of performance, functionality, ease of use, and the overall poor coding of the app.

    So it will take me through next week to be able to get all the data off. Poor coding, poor design. Once again, I see why it is so poorly rated by so many people. :(

    I may consider coming back in the future, if and only if things within the app get better. I'm skeptical. But maybe this will be a good push for them to do better. I don't know. I like the old app that I use. It's been great. But I need syncing without the hassle. 

    Thanks for your time guys. 

    0
    Comment actions Permalink
  • Avatar
    hunterji

    Mine won't sync either and I don't use facebook login. I've submitted a support request. This isn't the first syncing issue I've had. At least this time it is after the trip instead of just before (when it wouldn't sync my maps for offline use). 

    Maybe they could add a status page to help make users aware of known issues?  Actually, they have one: https://status.gaiagps.com/  One service, tile slicing, is paused. Don't know if that impacts sync or not, though.

    0
    Comment actions Permalink
  • Avatar
    Michael

    @hunterji Don't expect a real fix. 

    I was told to export ALL of my data. Sign out, which erases ALL of my data, then sign in, re-upload all of my exported data, and then see if it works. I by no means will do this, not in any reasonable amount of time especially. It's going to take many days up to a week or so to export all of my data one by one. 

    It's sad that any of this would even be required for an issue that is on their end. 

    Today starts the first day of exporting to save my data. I'm not excited or happy to export hundreds of waypoints and tracks one by one. 

    0
    Comment actions Permalink
  • Avatar
    hunterji

    @michael  For now I'm going to be patient. Like I said, fortunately I don't have any rush to get these off. And the support I've received in the past has been friendly.

    But as a software developer, I'm wondering if you couldn't use your Android experience to automate some of the export from your phone. Presumably all the data on the phone is stored in a local database (likely sqlite, but who knows). Do you think you might be able to pull the db to your computer and then write some code to query the db and do the export?

    It might not really save you any time since it is a one-time use(see XKCD 1205, 1319). But if you are like me, this kind of work is at least enjoyable compared with endless click and export through the GUI. Best of luck to you.

    0
    Comment actions Permalink
  • Avatar
    Melanie Wilson

    @hunterji

    Sorry for the trouble with syncing your devices. I have emailed you directly to help troubleshoot.

    0
    Comment actions Permalink
  • Avatar
    Michael

    @hunterji pulling the db could definitely work. I'll look into it. Unfortunately this is my first and only Android device that is not rooted. Which makes everything more difficult. I wish companies respected our rights to own and modify.

    I now start work. So this adds to the trouble of exporting which I started two days ago. The endless clicking is painful. If I'm able to get something going I'll reply back. Though it may take some time.

    0
    Comment actions Permalink
  • Avatar
    Michael

    Well somebody was listening finally. I'm now able to sync. All is well.

    Sometimes you just have to make a lot of noise until someone can hear you. Thanks to whatever developer that fixed this. I'm testing it across different devices currently (even on different app versions), so far it works perfectly on 2 of them when it wouldn't work on any of them before. I'm quite happy, as this saves me many hours of work trying to export everything. Even when I already spent a couple hours today.

    If the syncing continues to function without issue, I will gladly purchase a yearly subscription once again. Only time will tell.

    0
    Comment actions Permalink
  • Avatar
    Sporty Spice

    I appreciate having this thread in the forum since i have been having the same issue and it has been a problem for some of my field research. For some time now my phone has not been showing my years worth of tracks and when I tried to update the sync it has been stuck in a perpetual state of attempting to sync. I also have not been able to upload any of my tracks and waypoints since December 2019. I see that this problem was resolved for those that 'made noise' on this thread...here I am making just a little noise and hoping for a resolution. I certainly don't want to manually export the many tens of tracks I have collected. I tried to logout and was informed that I would lose all the data on the phone. It would be wonderful if I can avoid that disaster. Thanks.

    0
    Comment actions Permalink
  • Avatar
    Sporty Spice

    OK. Totally bizarre but after many days of perpetually attempting to sync my phone with my GaiaGPS.com account it just happened. Just that little bit of 'noise' seemed to do the trick. :-)

    0
    Comment actions Permalink
  • Avatar
    gwit1

    My tracks synced fine in 2020 but now have completed stopped syncing at the start of 2021.   Anyone else have this issue?

    0
    Comment actions Permalink
  • Avatar
    witcradg

    I create routes on the web and then sync them to my phone for hiking. I have seen this issue but found that I could logout on my phone then log back in and (I forced) sync without a problem. Everything came over. That may not be feasible if you have items on your mobile device that are not syncing back to the cloud, but I haven't seen that issue.

    0
    Comment actions Permalink
  • Avatar
    Michael

    It's an ongoing issue with random folks. Make some noise and they may get around to fixing it. It took them within a week or so to fix mine. I did everything but logout, and one day it was fixed. I just made a lot of noise and posted a lot.

    1
    Comment actions Permalink
  • Avatar
    gwit1

    Hi Ryan, This worked!   I can now see all my saved Tracks.  Thank you!

    0
    Comment actions Permalink
  • Avatar
    Whoosh

    Pffff... this workaround finally got me logged back in and syncing.

    This kind of problem really gets one nervous.

    Thx

    0
    Comment actions Permalink

Post is closed for comments.